Client Experience Lead: Build & Scale Support Operations

Prosperhealth; New York (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

Prosperhealth is seeking a Client Experience Manager to lead the client support team, ensuring high-quality interactions throughout. You will directly impact team culture and processes while being closely involved with senior leadership.

The ideal candidate will have extensive experience in client experience management, a passion for enhancing client satisfaction, and the ability to manage and improve operational workflows. The position is based in New York but open to remote for the right individual.

Qualifications

• 5-8 years of experience in client experience or support operations.
• 1-2 years managing a team directly.
• Fluency in support operations and help desk tooling.

Responsibilities

• Own people management end-to-end.
• Build and maintain a QA function from scratch.
• Design and manage team structure.
• Drive continuous process improvement.
• Create and iterate on SOPs.
• Translate client patterns into upstream fixes.
• Stay ahead of operational issues.

Skills

Client experience management

Support operations

Performance management

Communication

Process improvement

Job description

Prosperhealth is seeking a Client Experience Manager to lead the client support team, ensuring high-quality interactions throughout. You will directly impact team culture and processes while being closely involved with senior leadership.

The ideal candidate will have extensive experience in client experience management, a passion for enhancing client satisfaction, and the ability to manage and improve operational workflows. The position is based in New York but open to remote for the right individual.