Senior Manager - Digital Customer Experience at arenaflex

At arenaflex, we're revolutionizing the way we deliver health care to millions of Americans. As the nation's leading health solutions company, we're committed to transforming health care through our local presence, digital channels, and a team of dedicated colleagues who are passionate about making a difference. Our mission is to bring our heart to every moment of your health, and we're looking for a talented Senior Manager - Digital Customer Experience to join our team.

About arenaflex

arenaflex is a health solutions company that's dedicated to delivering enhanced human-centric health care for a rapidly changing world. Our purpose guides our commitment to innovation, customer satisfaction, and making health care more personal, convenient, and affordable. We're proud to be an affirmative action employer and an equal opportunity employer, and we strive to promote and sustain a culture of diversity, inclusion, and belonging every day.

Job Summary

The Senior Manager - Digital Customer Experience will be responsible for leading the team to drive continuous Customer Satisfaction Initiatives within the Digital Product portfolio. This person will drive the Voice of the Customer initiatives by implementing, using, and optimizing various tools (Medallia, surveys, Quantum Metric, SensorTower) and processes to listen to and gather insights from customers. The Senior Manager must be an avid researcher, be intellectually curious, and be able to prioritize and organize vast amounts of information.

Key Responsibilities

* Lead the high-performing team responsible for driving Voice of Customer initiatives

• Develop robust market insights for future customer-centric enhancements by leveraging Voice of Customer tools (Medallia, Quantum Metric, SensorTower, etc.), market research, competitive benchmarking, and other strategy tools
• Determine, implement, and optimize tools needed to effectively listen to and gather customer feedback
• Influence prioritization of production support fixes and backlog based upon VOC input
• Leverage customer insights to work with product managers and refine the product features, positioning, and prioritization
• Leverage and work together with the Digital Operations, Analytics, Tagging, Production Support, Digital Product Management teams, Call Centers, Product Management teams, and other key stakeholders across the Enterprise
• Drive continuous process improvements during the product development process to ensure new digital products perform properly from inception, and issues can be detected proactively and immediately
• Develop and implement standard operating procedures for monitoring and alerts across the entire Digital product portfolio
• Drive a shift to more proactive and early detection of issues versus reactive issues from customers telling us or executive escalations
• Develop a measure framework to baseline and track progress of moving from reactive to proactive

Essential Qualifications

* 7+ years of experience with Digital Product Ownership/Management with the Voice of the Customer/Customer Experience Management

• 7+ years of experience in roles requiring strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives
• 3+ years of experience with survey analysis tools such as Medallia, Qualtrics, Verint, and/or Quantum Metric, etc.
• 2+ years of Performance Management, Leadership, or Team Lead experience
• 3+ years of experience in roles requiring strong ability to drive collaborative discussions and decisions with key stakeholders, and demonstrated ability to work cross-functionally
• 1+ years of experience collaborating broadly by partnering with multiple groups (IT, Marketing, Product Management, Operations) with a flexible, positive attitude and ability to get results
• 1+ years of experience synthesizing data from multiple sources including primary and secondary, qualitative and quantitative
• 1+ years of experience working in roles requiring technical concepts, managing tradeoffs, and evaluating opportunistic new ideas with internal and external partners
• Advanced knowledge of Excel and PowerPoint

Preferred Qualifications

* Ability to be decisive and come to the table with a point of view

• Experience managing multiple projects and work streams independently
• Ability to ask the right questions and challenge assumptions to understand the fundamentals of any situation
• Strengths in problem-solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail
• Able to organize information and create frameworks to identify trends and communicate complex information in a simple way
• Experience with HTML, Javascript, User Interface frameworks, and integration with backend APIs
• Master's Degree Education
• Bachelor's degree or, equivalent experience (HS diploma + 4 years relevant experience)

About Our Culture

At arenaflex, we're committed to fostering a workplace where every colleague feels valued and that they belong. Our culture is built on our Heart At Work Behaviors, which include being self-disciplined, hard working, curious, trustworthy, humble, and truthful. We make choices according to what is best for the team, we live for opportunities to collaborate and make a difference, and we make arenaflex the #1 Top Workplace in the area.

Benefits

* Competitive wages

• Comprehensive and competitive mix of pay and benefits
• Affordable medical plan options
• 401(k) plan (including matching company contributions)
• Employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings, tobacco cessation, and weight management programs, confidential counseling, and financial coaching
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and many other benefits depending on eligibility

How to Apply

If you're passionate about delivering exceptional customer experiences and want to join a team that's dedicated to making a difference in health care, apply now for the Senior Manager - Digital Customer Experience role at arenaflex. Apply for this job