Customer Experience Manager
Our client operates in the healthcare workforce solutions industry, providing technology-enabled services that help healthcare organizations manage contingent labor needs. They build and manage marketplaces for healthcare talent and offer labor management solutions through proprietary software. With rapid growth and a valuation exceeding $8 billion, the organization focuses on delivering exceptional experiences for clients, clinicians, and employees while fostering a culture that values innovation, diversity, and high achievement.
About the Opportunity
The Customer Experience Manager plays a key role in ensuring the satisfaction of nursing and allied travel clinicians by resolving issues, improving process efficiencies, and enhancing clinician experience. This position involves managing communication, coaching internal teams, and coordinating problem-solving efforts across departments to maintain high levels of clinician satisfaction.
Responsibilities
- Address healthcare worker concerns empathetically via phone and email.
- Manage escalated healthcare worker issues by assessing and developing solution plans.
- Coordinate with internal departments to implement action plans.
- Collaborate with HR, legal, and clinical teams for issue investigations.
- Communicate and follow up with a high sense of urgency.
- Develop thorough knowledge of internal processes to set accurate resolution expectations.
- Coach team members on customer service standards.
Requirements
- Bachelor’s degree.
- Minimum of 1 year direct customer service experience.
- At least 1 year in a team lead or managerial role.
- Strong prioritization skills and sense of urgency.
- Detail-oriented with excellent listening and communication skills.
Pay
The pay scale for this role is anticipated to be $31.25 to $36.06 hourly, equivalent to $65,000 to $75,000 annually. Pay may vary based on experience outside of what is reasonably anticipated. Bonuses are discretionary and dependent on role and manager.
Benefits
- Free premium medical, dental, life, and vision insurance.
- Generous 401(k) match.
- Paid sick leave accruals in accordance with applicable laws.
- Reimbursements and discretionary bonuses where eligible.
- Unlimited discretionary time off.
- Company-sponsored virtual events, team-building activities, and celebrations.
- Virtual wellness classes such as yoga and meditation.