The Senior Member Support Manager oversees member support operations, ensuring exceptional service delivery, member satisfaction, and team performance. This leadership role develops support strategies, manages escalations, and drives continuous improvement initiatives.
Key Responsibilities
* Lead and supervise member support teams to achieve service excellence.
* Develop and implement member engagement and retention strategies.
* Monitor support performance metrics and prepare management reports.
* Handle escalated member concerns and complex service issues.
* Establish and maintain service standards and operating procedures.
* Train, mentor, and evaluate support team members.
* Collaborate with cross-functional departments to improve member experiences.
* Analyze member feedback and identify opportunities for improvement.
* Ensure compliance with company policies and industry regulations.
* Manage workforce planning, scheduling, and resource allocation.
* Support strategic initiatives aimed at enhancing member satisfaction and loyalty.
Qualifications
* Bachelor’s degree in Business Administration, Communications, Healthcare Administration, or related field.
* 5+ years of customer service, member services, or support management experience.
* Previous leadership and team management experience.
* Strong analytical, problem-solving, and decision-making skills.
* Excellent communication and relationship-building abilities.
* Proficiency with CRM systems, reporting tools, and Microsoft Office Suite.
Preferred Skills
* Experience managing remote or hybrid support teams.
* Knowledge of customer experience (CX) and member engagement strategies.
* Project management and process improvement experience.
* Ability to lead organizational change and continuous improvement initiatives.
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