Are you passionate about mental health and driven to make a tangible impact? We're seeking a dedicated Care Experience Manager to lead a team committed to providing exceptional customer support to our clients.
About UsWe are a mission-driven organization dedicated to connecting individuals to life-saving mental health treatment. Our innovative approach combines curated peer groups, individual therapy, and family therapy into personalized, evidence-based treatment plans designed for long-term healing from home. By fostering connections among young people with shared mental health experiences and goals, we achieve industry-leading clinical outcomes, with over 90% of our clients seeing improvement in their most severe mental health symptoms.
The RoleAs the Care Experience Manager, you will oversee the day-to-day operations of the Care Experience team, ensuring client satisfaction and driving performance improvements. Your responsibilities will include:

• Leading a team of 12-15 care experience leads and specialists to provide exceptional customer support.
• Ensuring direct reports meet key performance indicators (KPIs) such as call answer rates, daily talk time, call volume, issue resolution rate, time to resolution, aftercare appointment scheduling rate, and customer satisfaction scores.
• Supporting re-engagement efforts for clients struggling to attend treatment.
• Conducting daily reviews of support cases (email, internal, SMS, and phone) to ensure timely resolution.
• Serving as an escalation point for client concerns that cannot be resolved by specialists.
• Reporting on KPIs, identifying performance issues, and escalating to management as needed.
• Providing regular coaching and quality assurance for the Care Experience team.

Qualifications

• 4 years of relevant experience in customer success, care coordination, call center management, or a related healthcare field.
• Excellent track record of managing and motivating high-performing teams, using data to drive decision-making and measure performance.
• 1 years of experience managing indirect reports (managing managers).
• Exceptional communication, interpersonal, listening, and relationship-building skills.
• Resourcefulness and ability to structure and solve ambiguous business problems.
• Proactive self-starter and natural multitasker with a willingness to "be scrappy."
• Passion for mental health.
• Work authorization in the United States and native or bilingual English proficiency.
• Bachelor's degree in a relevant field (e.g., Communications, Business Administration, Hospitality Management, etc.) preferred.
• Proven experience in customer service, complaint resolution, or quality assurance roles, preferably in healthcare, hospitality, or service-oriented industries.
• Demonstrated problem-solving abilities and a proactive approach to addressing challenges and driving continuous improvement.
• Experience managing virtual teams (highly preferred).
• Experience with Salesforce (highly preferred).
• Proficiency with Google Suite, Microsoft Office, and online conferencing tools.

We offer comprehensive benefits to all full-time, exempt employees, including healthcare coverage, retirement plans, and other competitive perks.
If you share our unwavering commitment to transforming the mental health landscape, we invite you to apply for this crucial role. Join us in making a profound impact on millions of lives.
Employment Type: Full-Time