Manager, Care Operations

Job Title: Manager, Care Operations

Job Overview:

Tens of millions of Americans are uninsured or underinsured. Henry makes long-term care for chronic conditions easy, accessible, and affordable no matter someone’s budget. Our customers often save $1,000 / month compared to the traditional healthcare system. Enjoy the casual culture, remote-first workplace, and generous PTO/benefits!

We're looking for a Manager to join our Care Operation Team, focusing on leading a team to deliver exceptional customer service, collaborating with various departments to ensure seamless operations, and contributing to the recruitment and development of top talent.

Potential shift pattern - Monday - Friday - 9am PST start

Key Responsibilities:

• Team Leadership:
• Lead and support your team of up to 18 agents to achieve excellence in customer service.
• Promote a culture of continuous learning, teamwork, and professional development.
• Align team efforts with organizational objectives, ensuring adherence to company values.
• Ensure the team’s processes are executed efficiently, consistently meeting accuracy standards and adhering to established timelines.

• Collaboration and Support:
• Serve as a key point of contact for coordination with departments like engineering, clinical, and HR.
• Build strong relationships with stakeholders to ensure cohesive team efforts.

• Recruitment and Team Development:
• Assist in recruitment and training efforts to build a high-performance team.
• Foster an environment that attracts and retains top talent.

• Enhancing Customer Experience:
• Ensure the team delivers service with professionalism and empathy.
• Address customer feedback to continuously improve service quality.
• Continuously optimize workflow efficiency to streamline operations and enhance overall customer journey.

• Issue Resolution:
• Guide the team in resolving escalated customer issues promptly and effectively.
• Work across teams to address complex concerns, enhancing customer satisfaction.
• Monitor workflows to identify potential issues early on and implement solutions to enhance efficiency.

• Performance and Process Improvement:
• Monitor and report on team performance, identifying areas for improvement.
• Advocate for and implement continuous process enhancements.

Other duties as needed based on department and/or organizational needs.

Qualifications:

• Minimum of 3-6 months as an SCC internally 
• Strong understanding of customer service principles and practices.
• Excellent communication, problem-solving, and team leadership skills.
• Familiarity with customer service software, CRM systems, and reporting tools; Zendesk experience is a plus.
• Ability to motivate and lead a team towards achieving high performance and engagement.
• Experience in delivering training sessions for new agents (including internal transfers)

Nice to Have

• Prior experience in the Processing department. 
• A proven track record of handling responsibilities beyond the scope of the current position.
• Experience leading projects or initiatives within the team, even informally.
• Demonstrated ability to give and receive constructive feedback effectively.
• Evidence of fostering collaboration and contributing to a positive team culture.
• Basic understanding of people management principles, including workload distribution and performance evaluations.

Equal Opportunity Statement:

Henry Meds is committed to promoting an inclusive work environment free of discrimination and harassment. We value a diverse and balanced team where everyone can belong.

Salary : $1,000