Customer Experience & Outbound Sales Leader

TelyRx; Clearwater (FL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Stock options (RSUs)

Medical, dental, and vision coverage

Health Savings Account (HSA)

401(k) retirement savings plan

Flexible scheduling options

Generous paid time off (PTO)

Job summary

TelyRx is seeking a hands-on Customer Experience Manager to lead our customer experience and outbound sales operations, owning team performance, scheduling, and day-to-day execution with a customer-first mindset.

The ideal candidate will translate data into coaching, configure dialer workflows, and drive improvements across service levels, quality, and revenue while collaborating with cross-functional teams in a HIPAA‑mature environment.

Qualifications

• Bachelor’s degree in business, communications, healthcare, or related field; equivalent experience considered.
• 4+ years of experience leading a customer-facing team; experience leading outbound sales, retention, or customer outreach teams is strongly preferred.
• Proficient in HIPAA regulations regarding pharmacy standards.
• Exceptional leadership, problem-solving, and conflict-resolution skills.
• Hands-on proficiency with CRM, contact-center, dialer, and reporting tools; experience configuring dialer campaigns and settings is strongly preferred.
• Strong organizational skills with experience in team scheduling and resource planning.

Responsibilities

• Manage, mentor, and inspire customer experience and outbound sales team members to deliver outstanding service and achieve performance goals.
• Oversee team scheduling to ensure adequate coverage during business hours, weekends, evenings, and holidays.
• Lead outbound sales and dialer operations, including campaign setup, routing, pacing, and agent assignments.
• Support the team in resolving complex customer issues with escalation when necessary.
• Set clear KPIs for service, productivity, quality, and outbound sales; run performance reviews and coaching plans.
• Create and maintain daily/weekly/monthly reporting for leadership, highlighting trends, risks, and actions.
• Collaborate with cross‑functional teams to improve the customer journey and lead quality.

Skills

Leadership

Coaching

Data analysis

CRM tools

Dialer config

Education

Bachelor’s degree in business/healthcare or related field

Tools

CRM systems

Dialer systems

Reporting tools

Job description

TelyRx is seeking a hands-on Customer Experience Manager to lead our customer experience and outbound sales operations, owning team performance, scheduling, and day-to-day execution with a customer-first mindset.

The ideal candidate will translate data into coaching, configure dialer workflows, and drive improvements across service levels, quality, and revenue while collaborating with cross-functional teams in a HIPAA‑mature environment.