Cx & Service Director

Responsible for creating, managing, and overseeing the customer experience strategy to accelerate the company customer centric innovation trajectory. Responsible for transforming processes and people, promoting customer loyalty and engagement. Supports the implementation of key service-related projects that will have a direct impact on the customer experience as well as identifying opportunity areas to be addressed in coordination with impacted departments.

* Supports the vision, drives the strategy, and outlines the roadmap, on different customer-related approaches focused on retention, to ensure the sustainment of our service and customer experience
* Drives innovative strategies that deepen our customer understanding and capitalizes on new opportunities to continue improving the internal processes aligned to the members' needs
* Implements and optimizes customer experience frameworks with a focus on engaging potential and existing customers via different channels (i.e. phone, surveys, social media, among others)
* Builds strategies with the team and solutions that show applicability across our services to deliver exceptional customer experiences
* Ensures that the customer experience team collaborates across business functions, consistently driving for process improvement to enable an excellent end-to-end customer experience at all stages, channels & touchpoints in the customer journey
* Leads customer experience discipline and mindset throughout the organization, working with key partners as Marketing, Sales, Stars, Product Development, Providers, and Process Improvement in alignment to support CX related projects/initiatives
* Generates and analyzes insights and feedback from the service call centers and service centers to translate them into actionable strategies and tactics
* Measures and tracks key performance indicators (i.e. customer satisfaction, retention rate, disenrollment rate, and net promoter score, among others) on identified transformation opportunities along with driving continuous process improvement opportunities across customer experience journey
* Evaluates market results and trends to identify internal opportunities for improvement in customer satisfaction and member experience.
* Provides oversight and governance of the customer experience, including the tools and mechanisms, ensuring that the voice of the customer is factored into the development of strategies and in continuous alignment with customer expectations
* Educates the internal team about Customer Experience ethos, and its impact on our members. Develop customer journeys and manage the resolution of key pain points across processes to remove roadblocks and barriers between customers and the company
* Supervises, monitors, trains, evaluates, and corrects personnel among others to comply with his/her role as a supervisor, to assure that his/her personnel fulfill their work plan and comply with their essential functions, and that they behave in accordance to the policies, standards, norms and procedures of the Company
* Must comply fully and consistently with all company policies and procedures, with local and federal laws applicable to our Industry, as well as with regulations to maintain appropriate business and employment practices.


*Minimum Qualifications:*

*Education:* Bachelor's degree, preferably in Marketing, Communications, Business Administration, Operations Management, or related service field.

*Experience:* Minimum of five (5) years of experience in customer relations management, operations experience, customer service environments or similar customer support role. Previous experience in a Manager's position or above levels and supervisory skills are required. Experience in Health Care industry preferred.

*Certifications / Licenses:* Customer Experience Certification Preferred

*Other:* Proficiency in Microsoft (Microsoft Word, Excel, Visio, MS Access).

*Languages:*

Spanish –Advanced (writing, reading, comprehension and conversational) English –Advanced (writing, reading, comprehension and conversational)

Job Type: Full-time

Pay: $90,000.00 - $100,000.00 per year

Benefits:
* 401(k)
* Dental insurance
* Health insurance
* Life insurance
* Vision insurance

Work Location: In person