Remote Senior Manager, Care Advocacy

Summary

Join Henry Meds as a Senior Manager for our Care Advocacy team! Oversee managers, act as the primary liaison for stakeholders (engineering, marketing, HR, etc.), and play a pivotal role in strategic talent acquisition. You will cultivate a collaborative work culture, optimize team productivity, and champion exceptional service delivery. This role involves resolving complex issues, generating reports, and continuously improving processes. We offer a remote-first workplace, generous PTO/benefits, and the chance to make a direct impact in a fast-growing startup.

Requirements

• Demonstrated experience in a leadership role, ideally 2+ years as a Customer Service Manager or 1+ years experience managing people leaders
• Experience working as a leader in a telehealth or remote based pharmaceutical company
• Proven track record of managing managers with smaller teams
• Knowledge of Management methodologies SCRUM/ ITIL/ Six Sigma
• Profound understanding of customer service principles and practices
• Outstanding communication, problem-solving, decision-making skills, and coaching skills
• Proficiency in customer service software, CRM systems, and reporting tools. Experience with Zendesk is a plus
• Proven track record of leading and motivating teams, driving high performance, and fostering employee engagement
• Applicants must be authorized to work for ANY employer in the U.S

Responsibilities

• Provide strong leadership to managers within the Care Advocacy team, ensuring they are equipped to support their teams effectively
• Cultivate a collaborative work culture that emphasizes continuous learning, teamwork, and professional development focused on customer care and advocacy
• Develop and implement strategies to optimize productivity and efficiency within the team, aligning with organizational objectives and enhancing customer experiences
• Ensure company values (Move Faster, Keep Learning, Stay Positive, and Deliver Value) are integrated into team operations and decisions
• Serve as the primary point of contact for all stakeholders, including engineering, marketing, HR, and other support functions, to enhance service delivery in care advocacy
• Establish and nurture strong working relationships with stakeholders to facilitate seamless operations, ensuring all teams work cohesively towards common goals
• Spearhead recruitment efforts aligned with the company's rapid growth objectives, working closely with the HR team to identify top talent for the Care Advocacy team
• Foster a high-performance culture that drives organizational success through effective talent acquisition and team-building strategies
• Champion and uphold a culture of exceptional service delivery, ensuring all interactions are handled with professionalism, empathy, and timeliness
• Analyze customer feedback and interactions to identify areas for improvement, designing and implementing effective solutions to enhance the customer experience
• Set, uphold, and continuously improve customer service standards, policies, and procedures that affect customer advocacy
• Oversee the resolution of escalated issues related to care advocacy, providing guidance to managers to ensure timely and satisfactory outcomes
• Collaborate cross-functionally to address and resolve complex customer concerns, driving customer satisfaction and retention
• Utilize data-driven insights to evaluate team performance and recommend improvements, ensuring key performance indicators (KPIs) are met or exceeded
• Generate regular reports on customer service activities, trends, and insights for senior management, offering valuable insights for strategic decision-making
• Regularly evaluate and improve call center processes and applications related to care advocacy services
• Implement best practices for process optimization and efficiency in customer interactions
• Foster a culture of continuous improvement and innovation within the care advocacy team
• Other duties as needed based on department and/or organizational needs

Preferred Qualifications

Preferred experience in telehealth or healthcare-related industries

Benefits

• Platinum PPO Healthcare + Vision & Dental (Henry covers 99% for employees and 50% for their qualified dependents)
• 401(k) with matching contributions beginning your first day
• Unlimited PTO
• Fully remote position with occasional travel
• Impactful, rewarding work as part of a fast-growing brand helping thousands of people every day