Senior Manager, Prospect Experience
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Job Description
Senior Manager leading the Prospect Experience team focused on engaging patients at healthcare advocacy marketplace. Overseeing managers and agents to ensure effective support and processes.
Responsibilities:
- Lead and develop a team of managers overseeing a growing team of ~30 CX agents, including weekly 1:1s, coaching sessions, and performance reviews.
- Set clear expectations and build onboarding programs, training, and playbooks to drive quality, productivity, and customer satisfaction.
- Own the prospect experience by designing and refining workflows from initial contact through scheduling.
- Develop conversion-focused scripts, messaging, and FAQs while monitoring and improving key metrics (SLA, CSAT, conversion rate, QA, and adherence).
- Partner with QA and Training to ensure consistent, high-quality interactions.
- Build scalable SOPs, reporting frameworks, and processes for the prospect pod.
- Collaborate with Workforce Management on capacity planning and forecasting.
- Identify inefficiencies, remove blockers, and implement targeted improvements.
- Ensure effective use of tools including Zendesk, phone systems, and AI assistants.
- Work cross-functionally with Product, Marketing, and Clinical Operations to create a seamless prospect journey and share insights from prospect conversations to influence product and marketing decisions.
Requirements:
- 5 to 7 years of experience in senior CX, support, operations, or customer-facing team leadership.
- Experience managing managers and large teams.
- Strong operational mindset with a track record of driving performance against KPIs.
- Comfortable building new teams, processes, and structures in a fast-growing environment.
- Excellent communication, coaching, and relationship-building skills.
- Data-driven decision maker who cares deeply about customer experience.
- Experience in healthcare or startups.
- Familiarity with Zendesk, QA tools, WFM platforms, or AI-enabled CX tools.
Benefits:
- Health insurance
- Paid time off
- Remote work options
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