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Director, Consumer Experience

DirectorDirectorFull TimeRemoteLeadTeam 1,001-5,000H1B No SponsorCompany SiteLinkedIn

Location

Florida

Posted

88 days ago

Salary

$150K - $206.3K / year

Seniority

Lead

Postgraduate Degree8 yrs expEnglish

Job Description

Director, Consumer Experience

CenterWell Senior Primary Care

• Ensure optimized interaction between a company and members • Leverage voice of the customer, NPSt, root cause, call listening, and member experience design • Implement strategic plans and improve performance • Support multiple contact center BPO suppliers • Develop and implement programs to establish performance and adherence to agreements • Identify and resolve complex technical and operational problems

Job Requirements

  • Master's Degree
  • 8 or more years of contact center experience
  • 5 or more years of management experience
  • Demonstrated success leading programs and initiatives that cross multiple departments and locations
  • Demonstrated success establishing structured reporting for both operations and project metrics
  • Mentor and empower associates to improve member experience
  • Manage and prioritize diverse projects
  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Benefits

  • medical, dental and vision benefits
  • 401(k) retirement savings plan
  • time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
  • short-term and long-term disability
  • life insurance

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