Remote Manager, Member Success Operations

Summary

Join Carrot Fertility as a skilled call center operations leader to lead a team supporting the daily operations of our Member Success organization, ensuring high-quality fertility and family-forming care to all individuals.

Requirements

• Minimum of 2 years of leadership experience in a customer care/call center environment
• Minimum of 3 years of experience with call center operations including training, WFM, and call center KPIs
• Superior communication skills, both written and verbal
• Demonstrated success in coordinating the day-to-day operational needs of a global customer care team
• Excellent understanding of technology, software applications, and phone and computer systems used to manage KPIs & SLAs - experience with Zendesk a strong plus
• Ability to analyze data, identify trends, and make data-driven decisions to improve performance
• Sound knowledge of call center operations, performance metrics, and quality assurance processes

Responsibilities

• Oversee operational responsibilities establishing schedules, training, and resources in alignment with the overall goals of the department
• Ensure the team is available and equipped to care for members
• Work closely with Member Success leaders, providing support required to meet customer satisfaction and company goals
• Support KPIs, guide operational requirements, and implement best practices

Preferred Qualifications

• Bachelor’s degree
• Experience working at a fast-growing tech company or digital health company
• Past experience in the family-forming space: fertility care, adoption, donor-assisted reproduction, and/or gestational carrier arrangements

Benefits

• Holistic Total Rewards package designed to support employees in all aspects of their life inside and outside of work
• Health and wellness benefits
• Retirement savings plans
• Short- and long-term incentives
• Parental leave
• Family-forming assistance
• Competitive compensation package