Customer Experience Leader: Outbound Sales & CX Excellence

TelyRx, Inc.; Clearwater (FL); On-site; USD 75,000 - 115,000; Full time

Benefits offered by this job

Stock options

Medical, dental, and vision coverage

HSA eligibility

401(k) retirement plan

Flexible scheduling

PTO

Job summary

TelyRx, Inc. in Florida is seeking a hands-on Customer Experience Manager to lead our front-line CX and outbound sales operations, shaping service levels and revenue goals.

You will own forecasting, coaching, dialer configuration, and performance dashboards, partnering with marketing, pharmacy, and technology teams to ensure a customer-first experience.

The role requires empathetic leadership and strong operational discipline, with non-standard hours as needed.

Qualifications

• Bachelor’s degree or equivalent experience in business, communications, healthcare, or related field.
• 4+ years leading a customer-facing team; outbound sales or retention experience preferred.
• Proficient in HIPAA regulations for pharmacy standards.
• Strong leadership, problem-solving, and conflict-resolution skills.
• Excellent organizational skills with scheduling and resource planning experience.
• Excellent verbal and written communication, including grammar and spelling.
• Hands-on proficiency with CRM, contact-center, dialer, and reporting tools; configuring dialer campaigns and settings preferred.
• Ability to build reports, interpret data, and translate it into coaching actions.
• Strong performance-management skills: targets, feedback, and improvement plans.
• Outbound-call compliance and quality-monitoring knowledge is a plus.
• Flexible hours, including weekends, evenings, and holidays when needed.

Responsibilities

• Lead and mentor customer experience and outbound sales teams to deliver outstanding service and hit performance goals.
• Provide coaching and support to navigate customer challenges.
• Foster collaboration and continuous improvement across the team.
• Develop and deliver training, call calibration, and ongoing development programs for all members.
• Oversee scheduling for coverage during business hours, weekends, evenings, and holidays.
• Monitor inbound/outbound workflows and allocate resources to meet service levels and sales priorities.
• Own dialer administration: campaign setup, list strategy, routing, pacing, and agent assignments.
• Track and optimize metrics related to service, productivity, quality, and outbound performance.
• Analyze feedback and data to identify improvements in the customer journey and operations.

Skills

Customer experience leadership

Data-driven

Coaching

Communication

Scheduling

CRM proficiency

Education

Bachelor’s degree in business, communications, healthcare, or related field

Tools

CRM systems

Dialer configuration

Reporting tools

Job description

TelyRx, Inc. in Florida is seeking a hands-on Customer Experience Manager to lead our front-line CX and outbound sales operations, shaping service levels and revenue goals.

You will own forecasting, coaching, dialer configuration, and performance dashboards, partnering with marketing, pharmacy, and technology teams to ensure a customer-first experience.

The role requires empathetic leadership and strong operational discipline, with non-standard hours as needed.