** This is a hybrid role and will report to the office a minimum of 3 days per week in Fort Washington, PA.

Are you a passionate and experienced leader dedicated to creating a best-in-class customer experience? We are seeking a Manager of Customer Experience to lead our patient-facing contact center teams. This role is perfect for a hands-on, results-oriented professional who excels at fostering a positive team culture and driving excellence in customer service. If you're a strong executor with a knack for collaboration and problem-solving, we want to hear from you!

As the Manager of Customer Experience, you will be a key leader on our revenue team, responsible for the overall success and performance of our contact center. You will work closely with senior leadership to set goals and ensure your team meets and exceeds them.

Key responsibilities include:

• Team Leadership & Performance: You'll oversee our contact center teams, holding agents and supervisors accountable for performance metrics. This includes providing day-to-day support, coaching, and delegating tasks to develop your supervisors' leadership skills.

• KPI Management & Reporting: You will work with senior leadership to understand the team's goals and KPIs. A key part of your role will be to communicate these expectations to the team and regularly report progress toward these KPIs to the owners.

• Data-Driven Management: You will track and analyze team performance metrics to identify trends and opportunities for improvement. This includes leveraging real-time analytics for queue management to ensure an optimal customer experience.

• Workforce Optimization: You'll be in charge of headcount and staffing, adjusting based on forecasts, seasonality, and agent productivity to maintain service levels.

• Career Development: We want our team to grow! You will identify and implement opportunities for career growth and recognition within the Customer Experience organization.

We're looking for a candidate with a proven track record of success in a call center environment. A collaborative and team-oriented mindset, with a focus on shared success and a willingness to work with other leaders to solve problems.

Qualifications:

• A minimum of 5 years of experience in a call center and customer service environment.

• At least 3 years of management experience, including managing both individual contributors and supervisors.

• Exceptional communication and interpersonal skills, with the ability to work effectively at all levels of the organization.

• Strong critical thinking and problem-solving abilities, with a talent for making data-driven decisions.

• Proficiency with Google Suite, Salesforce, and telephony systems, and the ability to learn new software quickly.