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Associate Manager, Customer Operations



Customer Service, Operations
Remote · Denver, CO, USA
Posted on Wednesday, March 8, 2023
<p>At SonderMind, we know that therapy works. SonderMind provides accessible, personalized mental health care that produces high-quality outcomes for individuals. SonderMind's individualized approach to care starts with using innovative technology to help people not just find a therapist, but find the right, in-network therapist for them.</p> <h4>How you'll make an impact </h4> <p><span style="font-weight:400;">We are looking for an Associate Manager to support the Customer Operations Team. In this role you will coach and develop a team of Wellness Coordinators that deliver an empathetic, proactive, and delightful experience consistently. You will be an integral part of our growing Customer Operations team helping to scale the department, including projects and process improvement initiatives.</span></p> <h4>Success looks like </h4> <ul> <li><span style="font-weight:400;">Within 30 days, comfortable with managing all departmental performance metrics, including abandonment rates, handle times, email and chat response times, and quality assurance measurements</span></li> <li><span style="font-weight:400;">Within in 30 days, have a general understanding of how to navigate all relevant technology to deliver timely feedback and coaching in monthly 1:1’s with team members</span></li> <li><span style="font-weight:400;">Within 60 days, understand cross-functional relationships and escalation pathways that impact the customer experience and develop systems and processes to reduce escalations</span></li> <li><span style="font-weight:400;">Contribute to Customer Operations projects and process improvement initiatives </span></li> <li><span style="font-weight:400;">Ongoing coaching, training, and developing of team members to achieve goals </span></li> </ul> <p> </p> <h4>What you'll do </h4> <ul> <li><span style="font-weight:400;">You will be responsible for leading a high performing team of Wellness Coordinators</span></li> <li>Manage service levels of a multi-channel, high volume, ever-changing customer care center that supports SonderMind’s clients and providers</li> <li>Lead daily operational briefs to setup Customer Operations for daily success</li> <li>Coach and develop team members to meet and exceed all performance measurements including productivity, quality, and compliance requirements</li> </ul> <h4> </h4> <h4>What you'll bring with you</h4> <h5>Required Experience </h5> <ul> <li style="font-weight:400;"><span style="font-weight:400;">3+ years of experience managing a multi-channel customer support team in a high volume, fast paced environment</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Proven ability to meet service level expectations in a multi-channel support center </span></li> <li style="font-weight:400;"><span style="font-weight:400;">Demonstrated experience in managing performance and training team members </span></li> <li style="font-weight:400;"><span style="font-weight:400;">Strong written and verbal communication skills </span></li> </ul> <h5>Preferred Experience </h5> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Bachelor’s Degree or equivalent work experience</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Proactive, positive, and energetic attitude</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Previous experience working in a fast paced, high volume, deadline driven environment</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Healthcare, insurance, or pharmaceutical billing experience </span></li> </ul> <p> </p> <h4><strong>What we value</strong></h4> <ul> <li data-stringify-indent="0" data-stringify-border="0"> <em data-stringify-type="italic">Curious:</em> Seek to understand and pull the thread</li> <li data-stringify-indent="0" data-stringify-border="0"> <em data-stringify-type="italic">Courageous:</em> Takes action, even when uncomfortable</li> <li data-stringify-indent="0" data-stringify-border="0"> <em data-stringify-type="italic">Lightful: </em>Assume positive intent in others</li> <li data-stringify-indent="0" data-stringify-border="0"> <em data-stringify-type="italic">Authentic: </em>Say what you mean, mean what you say, act accordingly</li> <li data-stringify-indent="0" data-stringify-border="0"> <em data-stringify-type="italic">Bucketworthy: </em>Don’t let your bucket leak</li> </ul> <p> </p> <p><strong>Our Benefits </strong></p> <p><span style="font-weight:400;">The anticipated salary range for this role is $54,000- $70,000. </span><span style="font-weight:400;">This role is eligible to participate in our equity incentive plan. </span><span style="font-weight:400;">Actual title and compensation is commensurate with qualifications and experience. </span></p> <p><span style="font-weight:400;">As a leader in redesigning behavioral health, we are walking the walk with our employee benefits. We want the experience of working at SonderMind to accelerate people’s careers and enrich their lives, so we focus on meeting SonderMinders wherever they are and supporting them in all facets of their life and work.</span></p> <p><span style="font-weight:400;">Our benefits include:</span></p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">A commitment to fostering flexible hybrid work</span></li> <li style="font-weight:400;"> <span style="font-weight:400;">A flexible PTO policy with a </span><em><span style="font-weight:400;">minimum</span></em><span style="font-weight:400;"> of three weeks off</span> </li> <li style="font-weight:400;"><span style="font-weight:400;">Therapy coverage benefits to ensure our employees have access to the care they need</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Competitive Medical, Dental, and Vision coverage with plans to meet every need, including HSA and FSA options</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Paid company holidays and a company shut-down during the last week of the year</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Employer-paid disability &amp; AD&amp;D to cover life's unexpected events. Not only that, we also cover the difference in salary for up to eight (8) weeks of short-term disability leave</span></li> <li style="font-weight:400;"> <span style="font-weight:400;">Eight weeks of paid Parental Leave (if the parent also qualifies for STD, this benefit is in </span><em><span style="font-weight:400;">addition</span></em><span style="font-weight:400;">)</span> </li> <li style="font-weight:400;"><span style="font-weight:400;">401K retirement plan with 100% matching on up to 4% of base salary</span></li> </ul> <p><span style="font-weight:400;">Mental wellness impacts people of every community. At SonderMind, building and supporting a diverse workforce is foundational to our goal to redesign behavioral healthcare to be more approachable and accessible. SonderMind is a committed equal opportunity employer and provides a workplace that will not tolerate discrimination or harassment on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status.</span></p> <p> </p>
SonderMind is an equal opportunity employer.
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