Director of Contact Center Operations

Stride Health

Remote
  • Job Type: Full-Time
  • Function: Operations
  • Post Date: 02/21/2021
  • Website: stridehealth.com
  • Company Address: 501 2nd Street Suite 120, San Francisco, CA, 94107

About Stride Health

Stride Health is a provider of a healthcare insurance-based platform. The company also offers tools to build a personal health profile and build a health plan. It provides such insurance plans as health, dental, vision, and life insurance.

Job Description

We’re on a mission to help gig economy workers achieve financial security by providing the world’s first portable benefits platform, helping independent workers save time and money on everything from taxes to health insurance.
 
A key component of achieving that mission is providing a world-class customer experience through every inbound and outbound interaction with our members, and we’re looking for an experienced, proven leader to manage and grow the organization responsible for delivering that experience.

What you'll get to do every day:

    • Grow and lead our team of internal, external, inbound and outbound support agents
    • Create and deliver best-in-class support across multiple channels including phone, chat, text, social media, AI, self-service and more
    • Design and execute a strategy to balance Sales & Support efforts across our business lines
    • Grow sales of Stride’s offerings by improving conversion and retention rates through outstanding customer service
    • Improve CSAT and NPS as we scale, while reducing touches & time per inquiry and maintaining SLAs
    • Improve agent efficiency by maximizing utilization throughout the year
    • Develop and lead ROI-positive outbound telesales efforts
    • Report on sales & support KPIs to the executive team
    • Provide customer service insights/feedback to product & marketing teams to inform priorities
    • Increase efficiency and drive down cost/ticket through automation and self-service 
    • Actively influence product roadmap to better solve customer needs — and lead innovation of the human-to-human aspects of our customer experience

Here's what we're looking for in the right candidate:

    • An obsession for delighting customers and a passion for serving independent workers
    • 5+ years management experience working in a call center operation, ideally in the health insurance space
    • Experience designing and leading outbound phone sales initiatives
    • Experience leading internal and external/contract sales agents, ideally in a remote context
    • Experience developing & implementing contact center KPIs
    • Experience working in a consumer or small business e-commerce business
    • Exceptional emotional intelligence and the ability to lead a team dealing with hard customer issues on a daily basis

And it's extra cool if you have any of this experience:

    • Experience running a customer support organization for gig workers
    • Experience working as a delivery or rideshare driver
    • Experience working with a startup during its growth inflection stage
About Us
Stride provides the world’s first benefits platform designed specifically for independent workers, helping them save time and money on insurance, taxes and hundreds of thousands of products and services. Since launching in 2014, Stride has helped over 2 million workers save over $2 billion. 
 
Stride partners with the world’s leading platforms and employers of non-benefited workers including DoorDash, Uber, Postmates, MasterCard, Amazon, Aon, Keller Williams and others to help them provide their workers access to affordable health and wealth benefits and perks. The company is backed by Venrock, New Enterprise Associates and F-Prime Capital Partners.
 
We support a flexible work structure with office locations in Salt Lake City and San Francisco, along with the option to establish your own fully remote office.
 
Notable Press

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.