CX Operations Manager

| Santa Monica

As a Customer Experience Operations Manager, your number one priority will be to lead and develop our CX team to ensure we’re able to provide the best possible customer experience. The perfect fit is someone who is eager to develop and manage our CX team, and has the analytical chops for reporting on customer feedback and team performance. In this role, you will oversee our in-house team of CX experts and contribute to the management, coordination and quality of our partner contact center operations. Together these teams will help ensure our customers’ needs are met, while going beyond what our customers expect to build a meaningful connection with our brand.

You will report to the Head of Customer Experience and be one of the key leaders on the team.

Responsibilities

  • Help develop our CX team, including onboarding, training, and coaching team members to deliver best-in-class customer service

  • Represent  the voice of the customer to help define, design, and scope CX tools and communications

  • Monitor CX quality and performance; gather the relevant data to respond to quality audits

  • Gather data and analyze KPI’s to identify operational deficiencies and opportunity areas

  • Develop and train team members toward individual and company goals, including creating and iterating training materials

  • Get stuff done -- know how to develop and implement a process, problem-solve, and iterate to continually improve. And don’t be afraid to roll up your sleeves and dig in.

Qualifications

  • 3-5 years of customer experience or operations management, with a record of developing customer-facing strategies that drive satisfaction and loyalty

  • Experience leading high performing teams

  • Strong listening and communication skills

  • Comfortable using data to define goals, and measure progress

  • Sales experience a bonus

  • Experience with Salesforce preferred

  • Ability to thrive in an entrepreneurial, fast-paced environment with limited resources

  • Sense of humor and humility

 

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Technology we use

  • Engineering
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Location

1411 5th St., Santa Monica, CA 90401

An Insider's view of Renew

How would you describe the company’s work-life balance?

This has by far been the best work-life balance I have experienced in a professional setting! It's a little cliche to say work hard play hard, but its so easy to do when you're helping solve a problem you're passionate about with a crew you truly enjoy being around.

Brooklyn

Operations Manager

What's the biggest problem your team is solving?

The biggest challenge for my team has been giving the customer an accurate estimate of their prescription drug costs. Unlike other insurance, medicare plans’ drug prices change over the year. We take government data, third-party vendors, and in-house research to calculate the monthly costs, which gives more clarity to a confusing pricing system.

Mike

Senior Developer, Back End

How do your team's ideas influence the company's direction?

Our most valuable asset is the people who work at Renew. We welcome and encourage ideas from everyone--both informally and through formal cross-team syncs and offsites. We are operating in a space with so much potential where so little has been done, making it ripe for reimagination.

Kevin

CEO

What are Renew Perks + Benefits

Renew Benefits Overview

In addition to healthcare, wellness, and gym benefits (and an unlimited vacation policy!), Renew offers a variety of perks that aim to bring our team together, including providing lunch three days per week, hosting regular team outings, and other fun extras like cell phone bill reimbursement and a company-wide subscription to the Breeze Bike Share program.

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Free lunch 3X a week!
Happy Hours
Parking
Fitness Subsidies
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