Manager – Member Experience Phone Support

Confirmed live in the last 24 hours

Locations

Remote

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Customer Service

Management

Communications

Zendesk

Requirements

Minimum of 3-4 years of experience in contact center operations management
Advanced level understanding of Zendesk Talk and experience with contact center software
Strong communication skills, both verbal and written
Ability to lead a team through complex and ambiguous processes and policies
Knowledge of contact center best practices, including performance metrics, customer service principals, and workforce management
Strong analytical skills with the ability to use data to drive decision-making
Excellent interpersonal skills with the ability to build strong relationships with internal and external stakeholders
Strong organizational skills with the ability to manage multiple projects simultaneously

Responsibilities

Work with the Director of the department to establish and maintain contact center operations, including the development of policies and procedures, performance standards, and training programs
Develop and maintain relationships with internal and external stakeholders to ensure smooth operations of the contact center
Manage a team of phone support representatives, providing coaching, mentoring, and feedback to ensure high-quality customer service
Ensure all team members are property trained on contact center policies, procedures, and best practices
Monitor contact center performance and analyze data to identify areas for improvement, ensuring that performance targets are met
Develop and implement contact center strategies to improve customer service and increase efficiency
Create reports and presentations for management to provide visibility into the contact center's operations and performance
Maintain a positive work environment and ensure high levels of employee satisfaction and engagement

OUR MISSION

Calibrate’s mission is to change the way the world treats weight. We’re defining a new category in metabolic health that mirrors what the research shows—that weight reflects our biology, not our willpower. Our program was designed by world leaders in obesity and nutrition science to improve metabolic health and drive long-term weight loss that’s impactful, realistic, and sustainable. Obesity is America’s underlying pandemic and largest category of chronic disease, and Calibrate is closing the gap in care for 175mm adults in a $600bn market where we spend millions of dollars each year and do not lose millions of pounds.

To bring Calibrate to everyone who needs it, we’re building the first telemedicine business within the healthcare ecosystem, aligning incentives for consumers, doctors, insurers, and pharmaceutical companies. We’ve built a proprietary Vertical Pharmacy Engine to connect our members to the most efficient path to insurance coverage, paving the way for a new model of chronic disease care. Calibrate’s first product, the One-Year Metabolic Reset, brings decades of clinical research directly to consumers through a virtual program combining FDA-approved prescription medication with intensive lifestyle intervention. The 52-week structured program includes biweekly 1:1 video coaching and curriculum that spans classes, recipes, workouts, and more. A purpose-built app enables daily tracking of food, energy level, weight, and bi-weekly goals and helps members interact with their Coaching and Medical teams, while a members’ group and events calendar create additional opportunities to tap into the Calibrate community.

Calibrate’s recently launched Masters Program keeps members engaged and supported in their metabolic health beyond their first year with the same evidence-based approach that defines Calibrate’s One-Year Metabolic Reset, at a lower cost. The result is a program that sustains and builds on members’ results with improved whole-body health that enables them to embrace a new day-to-day.

ABOUT THE ROLE

Calibrate seeking an experienced Manager of Member Experience Phone Support to lead the building of a new contact center from the ground up. You will partner with the director of the department to establish a new team that will be responsible for handling member inquiries, complaints, and support requests. The Manager, Member Experience Phone Support will be responsible for leading a team of phone support representatives and providing guidance and support to ensure high-quality customer service.

KEY RESPONSIBILITIES

Work with the Director of the department to establish and maintain contact center operations, including the development of policies and procedures, performance standards, and training programs
Develop and maintain relationships with internal and external stakeholders to ensure smooth operations of the contact center.
Manage a team of phone support representatives, providing coaching, mentoring, and feedback to ensure high-quality customer service.
Ensure all team members are property trained on contact center policies, procedures, and best practices.
Monitor contact center performance and analyze data to identify areas for improvement, ensuring that performance targets are met.
Develop and implement contact center strategies to improve customer service and increase efficiency.
Create reports and presentations for management to provide visibility into the contact center’s operations and performance.
Maintain a positive work environment and ensure high levels of employee satisfaction and engagement.

BACKGROUND AND EXPERIENCE

Minimum of 3-4 years of experience in contact center operations management
Advanced level understanding of Zendesk Talk and experience with contact center software
Strong communication skills, both verbal and written
Ability to lead a team through complex and ambiguous processes and policies
Knowledge of contact center best practices, including performance metrics, customer service principals, and workforce management.
Strong analytical skills with the ability to use data to drive decision-making.
Excellent interpersonal skills with the ability to build strong relationships with internal and external stakeholders.
Strong organizational skills with the ability to manage multiple projects simultaneously

ABOUT OUR TEAM

Calibrate launched Summer 2020, and in 18 months has raised $127.6mm in funding from leading healthcare and consumer investors, including Founders Fund, Tiger Global, Forerunner Ventures, Threshold Ventures, Optum Ventures, and Redesign Health. Our team helped build businesses at the intersection of technology, consumer, and healthcare, including Athenahealth, Capsule, Flatiron Health, Harry’s, One Medical, Galileo, PillPack, Rent the Runway, and more. Our Clinical Advisors include Donna Ryan, the past President of the World Obesity Federation, and Darriush Mozafarrian, cardiologist and Dean at the Tufts Friedman School of Nutrition Science and Policy.

Since launch, Calibrate has been recognized by the following publications and organizations for our mission to change the way the world treats weight:

TIME’s 2022 Best Inventions
Fast Company’s 2022 World Changing Ideas Awards
The World Economic Forum’s 2021 TechPioneers
NYC Health Business Leaders on the NYC Digital Health 100

Calibrate is committed to bringing together people from different backgrounds and perspectives to deliver real results for our members.

BENEFITS

At Calibrate, we’re committed to our vision of putting our members and our teammates in control of their health. Some of our benefits for 2023 include:

Competitive salary with opportunity for equity in an early stage, high growth business
Generous paid time off, including an all-company holiday over Thanksgiving week
Calibrate-funded health benefits (medical, dental, vision) - starting at zero cost to you
Calibrate-paid disability and basic life insurance to give you peace of mind during unforeseen events
Fertility, gynecology, and wellness support through Carrot Fertility
Therapy on your time with free access to Headspace and Ginger
An employee assistance program through Guardian to provide counseling across a range of personal topics
Remote team with a headquarters in NYC
Competitive Paid Parental Leave for parents

OUR VALUES

We’re in it together: We have an audacious mission, and we’re building a lot of things for the first time — from the first DTC pharma business within the healthcare ecosystem to the data infrastructure for providing real-world evidence in the largest category of chronic disease. It takes superpowers to build something simple and intuitive within the complex healthcare market, so we identify and work as a team from our individual points of strength. Not everyone has to be good at everything, but we know that when we harness what we’re each great at, we’re unstoppable.

Small wins create big wins: We ground every experience in optimism, recognizing and celebrating successes along the way. We break projects down into smaller components. And we focus on where we have momentum. We always plan for larger goals with the knowledge that our plans will evolve as we achieve smaller milestones.

You’re in control: While we’re headquartered in New York, we don’t let location stand in the way of the best talent — and from coaches to engineers, many of us are fully remote. Our business is multi-faceted, so each Calibrater is hired to be an expert in their piece of it — in control of their own initiatives, in control of their own impact, and in control of driving their own (real) results.

Real results matter: We’re obsessed with outcomes because when our members win, we win, and the data proves that we’ve built the best metabolic health program on the market. We’re purposeful, optimistic, and relentlessly confident that we can solve the biggest medical issue of the 21st century.

Calibrate is proud to be an equal opportunity workplace, providing equal employment and advancement opportunities to all team members. To achieve our mission of changing the way the world treats weight, we are building an environment where every Calibrater can thrive, feel a sense of belonging, and do the best work of their careers. We value diversity and recruit, hire, and promote individuals solely based on talent, qualifications, competence, and merit. We evaluate candidates without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics as required by law and as a matter of our company values.

#LI-REMOTE

501-1,000 employees

Website

Digital metabolic health program company

Company Overview

Calibrate’s mission is to change the way the world treats weight. The company is committed to defining a new category in metabolic health through their program that was designed by world leaders in obesity and nutrition science to improve metabolic health and drive long-term weight loss that’s impactful, realistic, and sustainable.

Benefits

Competitive salary with opportunity for equity in an early stage, high growth business
Generous paid time off, including an all-company holiday over Thanksgiving week
Calibrate-funded health benefits (medical, dental, vision) - starting at zero cost to you
One Medical membership and Teladoc virtual care
Fertility, gynecology, and wellness services through Kindbody
Therapy on your time with a free year of Talkspace membership
Health advocacy and assistance services through Health Advocate
Commuter benefits, ClassPass memberships, and gym memberships for post-pandemic life
Remote team with a headquarters in NYC
Competitive Paid Parental Leave for parents

Company Core Values

Small wins create big wins
You’re in control
Real results matter