Sr. Manager of Customer Experience

EverlyWell provides direct-to-consumer home health tests with easy-to-read and actionable results. We are at the forefront of personalized health, transforming the $25B lab testing industry. We empower consumers to order, self-collect, and understand their own physician-approved lab tests with the goal of improving health and reducing risk of future disease. Our team solves very big problems very quickly. If that sounds like you, we want to talk.

Job Summary: The Customer Experience Org provides multi-channel support to our customers, helping them with the shopping experience as well as their test results. We are looking for a senior leader, who can build a differentiated customer service brand and scale our support capabilities. Here are the challenges you’re energized to take on:

• Vision. Grow our organization to improve the end-to-end customer experience from packaging and fulfillment to the the support we provide in an environment where every single experience matters
• People. Hire, train, and develop a team of Customer Care and Results Associates to develop best in class support
• Processes. Build, measure, and improve processes that enable our ability to service and delight customers
• Tools. Build infrastructure to power higher levels of support, and use metrics and dashboards to communicate performance
• Scale. Assess the full capabilities of the team and provide strategic direction
• Escalation. Be the voice of the customer and resolve issues as they come up; identify/eliminate all potential points of failure to prevent future negative customer outcomes
  

Key Qualifications

• A Bachelor’s degree
• 5-7 years of customer facing experience, from frontline to coaching and leadership
• Extensive experience leading and scaling support teams at a tech startup; healthcare experience a plus
• Strong planning and organizational skills; can handle multiple projects in a fast-paced environment
• Proven coaching and people management skills in a high-volume contact center
• Strategic problem solver who can execute with purpose and urgency against short and long-term goals
• Workforce management experience, including KPI management, budgeting, and scheduling
• Located in Austin, TX or can re-locate if given the role

Benefits and Perks:

• Employees enjoy a generous PTO policy of uncapped time for vacation, sick days, and personal days. 
• Employee Discount program that covers three free tests a year, 50% off thereafter, and 25% off for friends and family.
• Robust parental leave policy of 8 weeks paid time off to include mother, father, or domestic partner for the birth or adoption of a child. 
• EverlyWell covers 99% of the employees' health insurance premiums and 50% of dependents. 
• 401K
• Great location in the Seaholm Power District with a fully stocked break room! 

EverlyWell is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law. HIPAA Disclaimer: This role will be in an environment that has access to protected health information (PHI) and all security standards to protect PHI must be followed.