Director of Contact Center Operations

Company: Stride Health, Inc.
Location: Salt Lake City
Posted on: February 23, 2021

Job Description:

We're on a mission to help gig economy workers achieve financial security by providing the world's first portable benefits platform, helping independent workers save time and money on everything from taxes to health insurance. A key component of achieving that mission is providing a world-class customer experience through every inbound and outbound interaction with our members, and we're looking for an experienced, proven leader to manage and grow the organization responsible for delivering that experience. What you'll get to do every day:

• Grow and lead our team of internal, external, inbound and outbound support agents
• Create and deliver best-in-class support across multiple channels including phone, chat, text, social media, AI, self-service and more
• Design and execute a strategy to balance Sales & Support efforts across our business lines
• Grow sales of Stride's offerings by improving conversion and retention rates through outstanding customer service
• Improve CSAT and NPS as we scale, while reducing touches & time per inquiry and maintaining SLAs
• Improve agent efficiency by maximizing utilization throughout the year
• Develop and lead ROI-positive outbound telesales efforts
• Report on sales & support KPIs to the executive team
• Provide customer service insights/feedback to product & marketing teams to inform priorities
• Increase efficiency and drive down cost/ticket through automation and self-service--
• Actively influence product roadmap to better solve customer needs - and lead innovation of the human-to-human aspects of our customer experience Here's what we're looking for in the right candidate:
  • An obsession for delighting customers and a passion for serving independent workers
  • 5+ years management experience working in a call center operation, ideally in the health insurance space
  • Experience designing and leading outbound phone sales initiatives
  • Experience leading internal and external/contract sales agents, ideally in a remote context
  • Experience working in a consumer or small business e-commerce business
  • Exceptional emotional intelligence and the ability to lead a team dealing with hard customer issues on a daily basis And it's extra cool if you have any of this experience:
    • Experience running a customer support organization for gig workers
    • Experience working as a delivery or rideshare driver
    • Experience working with a startup during its growth inflection stage About Us Stride provides the world's first benefits platform designed specifically for independent workers, helping them save time and money on insurance, taxes and hundreds of thousands of products and services. Since launching in 2014, Stride has helped over 2 million workers save over $2 billion.-- Stride partners with the world's leading platforms and employers of non-benefited workers including DoorDash, Uber, Postmates, MasterCard, Amazon, Aon, Keller Williams and others to help them provide their workers access to affordable health and wealth benefits and perks. The company is backed by Venrock, New Enterprise Associates and F-Prime Capital Partners. We support a flexible work structure with office locations in Salt Lake City and San Francisco, along with the option to establish your own fully remote office.

Keywords: Stride Health, Inc., Salt Lake City , Director of Contact Center Operations, Executive , Salt Lake City, Utah