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Overview:

The Customer Experience Manager (MEM) will serve as our go-to problem solver, momentum driver, and experience creator for our members. They are responsible for deploying member experience strategies for our clients by collecting and tracking member feedback, with the oversight of the Director of Quality. Directs activities to research best practices, establish metrics and collect and analyze data and feedback. Implements short- and long-term strategies for driving new enrollment, retention, and revenue growth. Drives program design to deliver consistent, high-quality experiences for our members. Collaborates with cross-functional teams to ensure client objectives are met, including closing gaps in care.

Company Overview

At Wider Circle, we connect neighbors for better health. Wider Circle's groundbreaking Connect for Life program brings neighbors together in-person and online for health, wellness, and social activities that improve mental and physical health. We create webs of community circles by employing local and culturally competent engagement specialists whose hand-on-hand approach to forming trusted circles is informed by a sophisticated analytics platform. We are on a mission to make the world a better place for older adults and disadvantaged communities.

Responsibilities

• Leverage member feedback, data, and reporting to develop enrollment and member retention strategies
• Serve as the voice of the member to help understand the needs/trends of our member base, go-to problem solvers, momentum drivers, and experience creators for our members.
• Oversee the NPS process to meet client obligations and achieve the company's goal, creating and implementing tools to ensure we are capturing feedback and processes.
• Develop KPIs based on member feedback and program enhancements
• Ensures that project/ department milestones/goals are met in a timely manner
• Act as the voice of the customer in providing feedback across all departments
• Manage all day-to-day incoming and outgoing member inquires
• Report monthly on member feedback and areas of improvement across the organization
• Support the operations team in managing processes for quality improvements
• Work cross-functionally with the data analytics team to create an NPS dashboard and monitor statistics
• Monitor and act as the liaison between the product and the field team on survey production and follow up on the completion
• Support our Connect for Life program growth by managing our referral process and driving referred members into our program
• Interact directly with our members and customers to solve problems or get feedback
• Document all member interactions in our member platform and follow up as needed with members
• Assist members in accessing and navigating member material resources (Member App, Event Registration Pages, Newsletters)

Requirements

• Bachelor's Degree Required
• Proven work experience as a Customer Service Manager, Member Experience Manager, or equivalent role
• Experience running NPS programs across a healthcare or health program
• 5+ years of experience in member management, with experience in the healthcare or health & wellness industry preferred
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
• Proven ability to juggle multiple projects at a time while maintaining sharp attention to detail
• Excellent listening and presentation abilities
• Strong verbal and written communication skills
• General Google Docs, Slides, and Sheets experience is a must
• Experience managing data via CRM (Salesforce knowledge a plus)
• Experience navigating data visualization software (Tableau knowledge a plus) and driving change with data
• Bonus: Experience in program design and implementation across large, diverse populations

Benefits

Compensation

As a venture-backed company, Wider Circle offers competitive compensation including:

Salary: $60,000-$70,000

• Performance-based incentive bonuses
• Opportunity to grow with the company
• Comprehensive health coverage including medical, dental, and vision
• 401(k) Plan
• Paid Time Off
• Employee Assistance Program
• Health Care FSA
• Dependent Care FSA
• Health Savings Account
• Voluntary Disability Benefits
• Basic Life and AD&D Insurance
• Adoption Assistance Program
• Training and Development

And most importantly, an opportunity to make the world a better place!

Wider Circle is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity & Inclusion supports our ability to build diverse teams and develop inclusive work environments. We believe in empowering people and valuing their differences. We are committed to equal employment opportunity without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law.