Customer Experience Manager

About Alan Health

Alan Health is a telehealth platform on a mission to revolutionize healthcare accessibility and affordability. We specialize in providing affordable access to GLP-1 medications and expert care, with a focus on weight management and expanding into other wellness areas. Our mission is to make personalized health care more accessible, empowering people to achieve better health outcomes through innovation and flexibility.

About The Opportunity

As we continue to scale our customer-first approach to healthcare, we're seeking a dynamic Customer Experience Manager to lead our support operations. In this role, you'll shape the future of healthcare support by building and managing a high-performing team dedicated to delivering exceptional customer experiences. This role requires a balance of strategic leadership and hands-on execution, collaborating with cross-functional teams to ensure seamless customer support while driving operational excellence. If you're passionate about customer service excellence, team development, and healthcare innovation, this is your chance to make a significant impact.

What we look for at Alan Health

• Mission-Driven Impact - Passionate commitment to revolutionizing healthcare accessibility and affordability
• Growth Mindset - Proven ability to learn and adapt in fast-paced environments
• Service Excellence - Customer-first mentality in decision making
• Inclusive Leadership - Demonstrated commitment to fostering diverse and equitable teams
• Execution Focus - Strong bias for action balanced with thoughtful planning
• Innovation Mindset - Creative approach to problem-solving
• Collaborative Spirit - Strong cross-functional partnership skills
  
  

What we're looking for in this role

Team Leadership Excellence

• Proven ability to build, coach, and develop high-performing customer service teams while maintaining exceptional service standards
• Track record of implementing effective performance metrics and quality assurance programs that drive measurable improvements
  
  

Strategic Operations Management

• Experience in translating high-level customer service initiatives into actionable plans while optimizing resource allocation
• Skilled at analyzing performance data and implementing improvements to enhance customer satisfaction and operational efficiency
  
  

Customer-Centric Problem Solving

• Deep understanding of healthcare customer needs with demonstrated success in implementing solutions for complex customer issues
• Strong focus on maintaining consistent service excellence while scaling operations
  
  

Cross-Functional Leadership

• Expertise in building strong partnerships across departments to implement comprehensive customer service solutions
• Proven ability to communicate effectively with stakeholders at all levels, from front-line agents to executive leadership
  
  

Your day-to-day

Team Leadership & Development

• Build, coach, and develop a high-performing customer service team through regular training and performance management
• Establish and maintain performance metrics (KPIs) to track team and individual success
• Conduct regular one-on-one meetings and daily team sessions to provide coaching and support
• Implement and maintain quality assurance programs to ensure consistent service excellence
  
  

Operations Management & Strategy

• Execute and optimize customer service strategies as directed by leadership
• Monitor and analyze key performance metrics to ensure strategy success
• Manage resource allocation and workforce planning to meet service level agreements
• Create and maintain scheduling systems to ensure appropriate coverage
  
  

Customer Experience Implementation

• Execute customer satisfaction and retention programs
• Collect, analyze, and report on customer feedback and operational data
• Work with cross-functional teams to implement solutions for complex customer issues
• Train and guide team members on new processes and procedures
  
  

What You Bring

Must-Haves

• 5 years of customer service experience with at least 3 years in a management role
• Proven track record of building and leading high-performing customer service teams
• Strong analytical skills with expertise in customer service metrics and KPI management
• Excellence in written and verbal communication
• Proficiency in Salesforce Service Cloud
  
  

Should-Haves

• Healthcare or telehealth industry experience
• Experience with remote team management and development
• Background in performance management and coaching
• Strong project management and organizational skills
  
  

Nice-to-Haves

• Experience in process improvement and optimization
• Knowledge of compliance requirements in healthcare
• Success in implementing customer service technology solutions
• NYC-based
  
  

Compensation

• The base salary range for this position is $75,000 - $90,000 annually
• We have a market-based compensation structure. The salary for this position may vary based on a candidate's experience, industry expertise, technical skills, and location
  
  

Selection Process

• Screening Interview (30 minutes)
• Competencies & Skills Interview (30 minutes)
• Culture & Values Interview (30 minutes)
• Reference Checks
• Offer
  
  

Alan Health is proud to be an Equal Opportunity Employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Don't meet every requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Alan Health, we're committed to building a diverse, inclusive, and authentic workplace with a tangible sense of belonging for all our people.

While we encourage people to use AI systems during their role to help them work faster and more effectively, please do not use AI assistants during the application and interviewing process. We want to understand your personal interest in Alan Health without mediation through an AI system, and we also want to evaluate your non-AI-assisted communication skills.

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