Senior Manager - Digital Customer Experience at arenaflex
At arenaflex, we're revolutionizing the way we approach customer experience, and we're looking for a talented Senior Manager to join our team. As a leader in the health solutions industry, we're committed to transforming healthcare through innovative digital solutions that put our customers at the forefront. With a presence in millions of American lives, we're driven by a passion to make healthcare more connected, convenient, and compassionate.
About arenaflex
arenaflex is a leading health solutions company that's dedicated to delivering enhanced human-centric healthcare for a rapidly changing world. Our purpose is simple: Bringing our heart to every moment of your health. This guiding principle informs our commitment to deliver innovative solutions that make healthcare more personal, convenient, and affordable. Our Heart At Work Behaviors support this purpose, fostering a culture of diversity, inclusion, and belonging that empowers our colleagues to transform our culture and accelerate innovation.
Job Summary
We're seeking a seasoned Senior Manager to lead our Digital Customer Experience team, driving continuous customer satisfaction initiatives within our Digital Product portfolio. As a key member of our Digital organization, you'll be responsible for implementing and optimizing various tools, processes, and standard operating procedures to listen to and gather insights from customers. Your expertise in Voice of the Customer initiatives, market research, and competitive benchmarking will help us develop robust market insights for future customer-centric enhancements.
Key Responsibilities
- Lead the Digital Customer Experience team: Drive high-performing teams to deliver exceptional customer experiences through Voice of the Customer initiatives. - Develop market insights: Leverage Voice of the Customer tools, market research, competitive benchmarking, and other strategy tools to inform future customer-centric enhancements. - Implement and optimize tools: Determine, implement, and optimize tools to effectively listen to and gather customer feedback. - Influence prioritization: Influence prioritization of production support fixes and backlog based on VOC input. - Collaborate with stakeholders: Work closely with Digital Operations, Analytics, Tagging, Production Support, Digital Product Management teams, Call Centers, Product Management teams, and other key stakeholders across the Enterprise. - Drive process improvements: Develop and implement standard operating procedures for monitoring and alerts across the entire Digital product portfolio. - Measure progress: Develop a measure framework to baseline and track progress of moving from reactive to proactive issue detection.
Essential Qualifications
-
7+ years of experience
in Digital Product Ownership/Management with 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. -
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 challenges 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
.
What We Offer
At arenaflex, we're committed to fostering a workplace where every colleague feels valued and that they belong. Our comprehensive and competitive mix of pay and benefits includes: -
Affordable medical plan options
. -
A 401(k) plan (including matching company contributions)
. -
An 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 transforming healthcare through innovative digital solutions and are looking for a challenging and rewarding role, we encourage you to apply. Please visit our website at [arenaflex website URL] to submit your application.
Equal Employment Opportunity
arenaflex is an affirmative action employer and is an equal opportunity employer, as are the physician-owned businesses for which we provide management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists, and National Guard) as well as military spouses to apply for arenaflex job opportunities.
Pay Range
The typical pay range for this role is: $82,940.00 - $199,144.00. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors, including experience, education, geography, and other relevant factors. This position is eligible for a CVS Health bonus, commission, or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company's equity award program. Apply for this job