Customer Experience Manager

About the Employer and Role

The hiring organization is a rapidly growing player in the healthcare workforce solutions sector, leveraging technology to assist healthcare providers in managing contingent labor effectively. Valued at more than $8 billion, they design and operate marketplaces for healthcare professionals and provide proprietary labor management software. The company emphasizes delivering outstanding experiences to clients, clinicians, and staff, while nurturing a culture grounded in innovation, diversity, and high performance.

The Customer Experience Manager is integral to ensuring nursing and allied travel healthcare professionals receive excellent support. This role involves resolving concerns, streamlining procedures, and enhancing the overall clinician experience by leading communication efforts, coaching internal teams, and facilitating cross-department collaboration.

Key Responsibilities

• Handle healthcare workers' inquiries and issues with empathy through phone and email channels.
• Manage escalated problems by analyzing situations and crafting effective resolution plans.
• Collaborate with various internal teams to execute corrective action strategies.
• Work with HR, legal, and clinical departments for thorough issue investigations.
• Communicate promptly and follow up rigorously, maintaining urgency in responses.
• Acquire comprehensive knowledge of internal processes to provide accurate expectations for problem resolution.
• Train and mentor team members to uphold high standards in customer service.

Candidate Qualifications

• A bachelor's degree is required.
• At least one year of hands-on customer service experience.
• Minimum one year in a leadership capacity such as a team lead or manager.
• Strong ability to prioritize tasks and exhibit a sense of urgency.
• Detail-focused with excellent communication and active listening skills.

Compensation and Benefits

• Hourly wage ranges from $31.25 to $36.06, translating to an annual salary between $65,000 and $75,000.
• Salary may vary if experience surpasses typical expectations.
• Bonuses are discretionary, contingent on role performance and managerial approval.
• Comprehensive premium coverage including medical, dental, life, and vision insurance at no employee cost.
• Generous 401(k) matching program.
• Paid sick leave accrued according to governing laws.
• Potential reimbursements and additional discretionary bonuses.
• Unlimited discretionary paid time off policy.
• Company-sponsored virtual events, team activities, and celebrations supporting a collaborative culture.
• Virtual wellness programs including yoga and meditation classes.

Equal Employment Opportunity

The employer is committed to equality and inclusion, ensuring all candidates receive fair consideration regardless of race, color, religion, gender, identity or expression, sexual orientation, or national origin.

Additional Information

This opportunity is facilitated by a third-party recruiter connecting candidates to employers. The recruiter is not the employer of record.