Connects healthcare facilities with nurses nearby.

Customer Strategy & Experience Manager

$40k - $170k
Location
Remote
Job Type
Full-time
Experience
6+ years
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About the role

Why Clipboard Health Exists: We exist to lift as many people up the socioeconomic ladder as possible. The average nursing assistant without a college degree makes $36k a year; the average nursing assistant on Clipboard Health makes $53k a year and the top 5% make $74k a year. We dramatically improve lives, by letting healthcare professionals turn extra time & ambition into career growth. We have healthcare professionals texting us photos of a car they were finally able to buy, a school & church they’re building in their native Haiti with money they earn here, and more.

We achieve this by working with healthcare facilities such as hospitals, assisted living facilities, and rehab centers to provide on-demand nursing staff. Our mission is to enable healthcare professionals to work when they want, and where they want, and to enable healthcare facilities to get staff when they need it.

About Clipboard Health: Clipboard Health is a post Series B, an extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the healthcare staffing industry. We’re a post-product-market fit with substantive revenue.

Clipboard Health is a diverse and inclusive company with a globally remote team of 600+ people. We’ve been featured on YC’s Top Companies and grown 6x across all key metrics in the last 11 months. We need your help to keep growing so we can serve more healthcare professionals, healthcare facilities, and patients.

About the Role:

Clipboard Health is looking for a data-driven and creative individual to join the team as a Customer Strategy & Experience Manager. In this role, you will be responsible for a specialized team of support agents and leads who are working to create wonderful experiences for our customers. You will manage the team leads and hold their teams accountable for hitting our specific KPIs and departmental goals, with the main focus always being ensuring that our healthcare professionals and facilities get the best support possible.

Responsibilities:

  • Create an inspiring team environment with an open communication culture.
  • Set clear team goals & oversee day to day team operations.
  • Conducting effective resource planning to maximize the productivity of resources.
  • Hire, train, and coach team leads and agents.
  • Provide regular coaching to team leads to help them be the best supervisors they can be.
  • Oversee the budget plans and track expenses of the contact center
  • Delivery key contact center metrics - Service levels, Abandoned Call%, Wait Time, AHT, Quality, CSAT etc.
  • Own the goals and KPIs your team is responsible for, ensuring that we are hitting productivity and quality targets while improving customer satisfaction.
  • Create a culture of discipline & focus towards customer issues
  • Monitor the performance of the contact center and regularly provide feedback.
  • Analyse contact center metrics trends & team performance periodically to identify improvement areas for the team - coaching, training, focused audits etc.
  • Ensure adherence to the company policies & SOPs laid down for support team.
  • Prepare performance reports and report any issue to the management.
  • Answering team questions, guiding them, diffusing angry customers, or handling escalations.
  • Provide feedback to departmental leaders on call drivers, possible improvements and agent performance.
  • Assisting management team members in identifying trends and establishing call center goals.
  • Set clear goals and expectations with the teams you are responsible for.
  • Meet regularly with team leads to ensure they are across changes to company policies, procedures, or products and that they are managing their teams effectively.
  • Ensure adherence to company policies, consequence management, and productivity targets.
  • Serve as a point of escalation for customers. You are where the buck stops with the team that you are responsible for. It is your responsibility to ensure that every customer your team is dealing with has their issue resolved.

Skill Set Requirement:

  • Minimum of five years of management experience required.
  • Minimum 3 years of consulting / banking / strategy background.
  • Two years of experience managing other managers/leads is preferred.
  • Strong analytical skills - we are a data driven company and expect our leaders to be comfortable with numbers and pulling their reports.
  • Experience managing teams towards defined goals and KPIs.
  • Excellent communication skills & interpersonal skills.
  • Excellent organizational and leadership skills with a problem-solving ability.
  • Proven knowledge of contact center metrics & workforce planning.
  • Strong expertise in contact center technology like IVR, Ticketing system, CRM, Chatbot, Live chat, Social media etc.
  • Excellent analytics skills.

Please apply here: https://grnh.se/01b1b3a64us

Why you should join Clipboard Health

At Clipboard Health (YC W17) we work with healthcare facilities such as hospitals, assisted living facilities, and rehab centers to provide on-demand nursing staff. We are a fully remote team that is humble and hardworking. We think this is the best way to improve a ton of lives. Nurses will have better schedules and shorter commutes, and patients will receive better care.

Clipboard Health
Founded:
Team Size:500
Location:San Francisco
Founders
Wei Deng
Wei Deng
CEO