CX Enablement & Operations Lead

We need to output HTML fragment with sections: About the role (maybe not needed? The posting includes "Opportunity for Impact" intro, then description. We need to use

for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Include only sections that have real specific content. We need to preserve all substantive info, remove boilerplate (cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions). Also remove E-Verify notice, Right to Work Poster, EEO statements. We need sections: About the role (intro paragraph), Responsibilities (list), Requirements (maybe combine with Qualifications? The posting has "Required Qualifications" and "Skills & Mindset". Also "Company Overview". The instruction says use headings for About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to map content accordingly. We have: - About the role: The opening paragraphs describing impact, operational backbone, etc. Could be under "About the role". We'll put that as

About the role

then

... paragraphs. - Responsibilities: The "Key Responsibilities" section with bullet points grouped under subheadings (Own the Systems..., Be the First Stop..., Keep the Queues Healthy..., Turn the Work into Data..., Make the Team Better...). We'll output a

• for each bullet? The instruction: Use
  • for any list of duties/requirements/benefits. So we can list each responsibility as
  • . Might need to keep sub-bullets? We'll flatten. - Requirements: The "Required Qualifications" section includes Experience bullet list. We'll put under

    Requirements

    with
    • . - Qualifications: Possibly the "Skills & Mindset" section? Actually they have "Skills & Mindset". That could be Skills. Qualifications maybe the "Experience" part? But we already used Requirements for Experience. Qualifications could be "Healthcare, telehealth, subscription, or another regulated environment is a plus, not a requirement" and "A relevant degree or demonstrated analytical work can stand in for a years of experience". That's more qualifications. We'll put under

      Qualifications

      with
      • . - Skills: The "Skills & Mindset" bullet list. We'll put under

        Skills

        with
        • . - Benefits: The "Compensation & Benefits" section includes salary range and benefits list. We'll put under

          Benefits

          with
          • . Also Pay? The instruction says include Pay section only if posting actually states them. It does state salary range: Annual Salary: $50,000 - $80,000. So we need a Pay section. Also Schedule? The posting mentions "Fully remote role; employees are provided with a monthly stipend to cover mobile and WiFi expenses" and "Flexible time off policy". That's schedule? Not exactly schedule but maybe flexible time off. Could be considered Schedule. We'll include Schedule section with that info. We must not repeat job title as heading. No Job ID. We must not include boilerplate like E-Verify, EEO, Right to Work Poster. We must not include application instructions. We must not include duplicated lines. We need to preserve all substantive info. Let's extract content. About the role: The first paragraph(s) before "Key Responsibilities". Let's capture: "Opportunity for ImpactWe’re looking for a CX Enablement & Operations Lead who genuinely cares about making healthcare feel human again. Behind every support ticket is a real person navigating a confusing moment in her health, and this team exists to make that moment easier.This role is the operational backbone of our CX team. You own the systems the team runs on: the SOPs, macros, and documentation that keep answers consistent; the daily queue health that keeps us inside SLA; and the recurring reporting that tells us what our customers are actually experiencing. When a teammate or one of our offshore partners has a question, you’re the first stop. When a process breaks, you fix the process, not just the ticket. This is a hands-on role. You’ll work escalations, and you’ll flex into general volume during spikes, product launches, supply disruptions, and coverage gaps. That closeness to the work is the point: it’s where you’ll see the patterns worth fixing. You’ll report to the Head of CX and partner closely with our Clinical and Pharmacy Operations teams, Engineering, and our offshore CX partners. You’ll be trusted with real ownership inside clear boundaries, and you’ll know where those boundaries are. Novel policy calls, vendor management, and cross-functional negotiation stay with the Head of CX. Your job is to own the work that repeats, so the harder calls get the attention they deserve." We'll put that as a paragraph. Responsibilities: Under "Key Responsibilities" we have subheadings: Own the Systems, Not Just the Tasks - Own our SOP, macro, and knowledge base library. Keep it accurate as process changes, and write the SOP when a situation comes up often enough to need one - Maintain tagging and taxonomy hygiene so the team’s reporting stays trustworthy - Fix the process, not just the ticket. When you see the same issue three times, bring the root cause and a recommendation, not just the count - Pilot new tools, templates, and workflows, then document what actually worked and what didn’t Be the First Stop - Serve as the first point of contact for our offshore CX partners and internal team on policy and workflow questions - Unblock edge cases and complex tickets, and route escalations to the right owner quickly - Recognize the calls that aren’t yours. Clinical guidance, compliance exposure, pricing exceptions, and commitments to partners get escalated, not decided - Close the loop with the Head of CX on quality trends, training gaps, and documentation needs - If you had to ask, close the gap. Update the knowledge base card, macro, or SOP so no one has to ask twice Keep the Queues Healthy - Own the daily rhythm across Zendesk, SMS, and our EMR: aging tickets, SLA risk, misroutes, and backlog triage - Flag SLA and volume risk early enough to do something about it, rather than reporting on it afterward - Work escalations, billing disputes, subscription concerns, and account corrections with sound judgment and within defined authority limits - De-escalate emotionally charged situations with patience and professionalism, including the occasional outbound call when a high escalation needs a live conversation - Provide coverage during volume spikes, launches, incidents, and planned time off across the team Turn the Work into Data - Produce our recurring CX reporting: pull the numbers, assemble Voice of the Customer and quality inputs, and check them before they go out - Flag what moved, what looks wrong, and what you can’t explain yet, before anyone asks - Connect the dots across individual cases to surface systemic issues - Support quality calibration and reopen and escalation trend tracking with the CX team Make the Team Better - Support onboarding and shadowing for new hires and offshore partners across new channels, tools, and workflows - Mentor teammates and model the service standard we want every customer to experience - Identify and deliver at least one meaningful process improvement each quarter - Communicate clearly and proactively. No one should have to chase you for an update - This role has no direct people-management responsibility. You’ll lead through ownership, expertise, and example. We'll list each bullet as
          • . Might be long but okay. Requirements: Under "Required Qualifications" we have: Experience - 2+ years in customer experience or customer support, including hands-on ownership of escalations or billing issues - Time on a small or fast-moving team where there wasn’t a documented answer for every situation - You’ve written or maintained documentation, macros, or process notes that other people relied on - Proficiency with Zendesk or a comparable CRM, including comfort with views, macros, and reporting - Spreadsheet fluency. You can build a pivot table and explain what a number actually means - Comfortable moving between systems such as an EMR, Stripe, Retool, Braze, a knowledge base, and a ticketing or project tool - Healthcare, telehealth, subscription, or another regulated environment is a plus, not a requirement - A relevant degree or demonstrated analytical work can stand in for a years of experience We'll put these under Requirements. Qualifications: Might be duplicate? Actually the above includes qualifications. But we need a Qualifications section per instruction. Could we put the "Healthcare, telehealth..." and degree part there? But we already used them. Maybe we split: Requirements = Experience bullet list (first 6 items). Qualifications = the plus and degree statements. Let's do that. Thus: Requirements (

            Requirements

            ): - 2+ years in customer experience or customer support, including hands-on ownership of escalations or billing issues - Time on a small or fast-moving team where there wasn’t a documented answer for every situation - You’ve written or maintained documentation, macros, or process notes that other people relied on - Proficiency with Zendesk or a comparable CRM, including comfort with views, macros, and reporting - Spreadsheet fluency. You can build a pivot table and explain what a number actually means - Comfortable moving between systems such as an EMR, Stripe, Retool, Braze, a knowledge base, and a ticketing or project tool Qualifications (

            Qualifications

            ): - Healthcare, telehealth, subscription, or another regulated environment is a plus, not a requirement - A relevant degree or demonstrated analytical work can stand in for a years of experience Skills (

            Skills

            ): from "Skills & Mindset": - Resourceful before you’re reliant. You check the documentation, the SOP, and the ticket history before you ask. When you do need input, you bring a recommendation and your reasoning, not an open question - Sound judgment. Every patient and every situation is different, and no script covers all of it. You reason from principles and defined limits, you decide when it’s yours to decide, and you escalate when it isn’t - Analytically curious. You look for patterns, trends, and anomalies, and you know why a number without a denominator doesn’t mean much - Exceptional communicator. Your writing is clear, warm, and grammatically sharp, and you can hold a calm, direct conversation when an escalation calls for one - Genuinely empathetic. You write and speak like a real person, not a support bot. Customers feel heard, not processed - Organized and dependable. You balance urgent against important, deadlines don’t slip, and nothing falls through the cracks - Comfortable handling sensitive health information with discretion Benefits (

            Benefits

            ): from "Compensation & Benefits": - Competitive salary & equity package with mid-stage equity - Comprehensive health benefits (medical, dental, vision) - Company paid Short and Long Term Disability, Life Insurance - 401K - Fully remote role; employees are provided with a monthly stipend to cover mobile and WiFi expenses - Flexible time off policy Pay (

            Pay

            ): Annual Salary: $50,000 - $80,000 Schedule (

            Schedule

            ): maybe we can include "Fully remote role; employees are provided with a monthly stipend to cover mobile and WiFi expenses" and "Flexible time off policy". But those are already in Benefits. However schedule could be about remote work and flexible time. Since we already used those in Benefits, we might not need Schedule. But instruction says include Schedule only if posting actually states them. The posting does mention flexible time off policy and fully remote role. That's