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Customer Experience Manager – Clipboard Health

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About Role:

The Customer Experience Manager is vital in overseeing the quality of our marketplace. This role sits within our Customer Operations team and reports to the Director of Trust and Safety while helping to ensure the safety of our customers on the platform. This individual should be able to masterfully balance mitigation of safety risks while still delivering excellent customer experience, even and especially when the worst has happened. 

Responsibilities:

  • Investigate safety incidents and provide satisfactory resolutions to customers, and maintain the status and classification of incidents presented in the incident tracker.

  • Develop safety initiatives and tools to help keep our customers safe and reduce overall incidents 

  • Drive policy for norms within the marketplace

  • Develop metrics for measuring Trust and Safety success

  • Lead cross-functional collaboration with customer support, operations, product, customer success, and legal.

  • Evaluate safety and compliance risk, and develop strategies to address gaps

  • Monitor and report on safety and compliance metrics as well as analyze trends in safety data to come up with solutions that address safety incidents

  • Act as a subject matter expert on Trust and Safety policies and procedures internally and externally

  • Drive policies to address known and unknown safety issues

  • Drive continuous efforts to improve the incident reporting process

  • Manage and maintain communication on multiple platforms to effectively solve incidents at Clipboard Health’s partner facilities with the utmost priority and high standards

  • Remain knowledgeable on product updates to ensure audited team members are utilizing the correct organizational information

Requirements:

  • Ability to resolve customer incidents with empathy and action

  • A passion for solving customer problems and providing exceptional customer resolution and retention. 
  • Exceptional written and verbal communication skills – You are a skilled communicator and listener, and you’re comfortable expressing ideas and opinions to a varied audience

  • Ability to manage multiple cross-functional projects

  • Possess an “I can handle anything” mentality and extremely sound judgment in ambiguous situations

  • Ability to identify potential risks and effectively diffuse situations

  • At least three years experience customer facing role 

  • Demonstrate a high degree of leadership, motivation, self-direction, and initiative to achieve the goals of the mission

  • Self-motivated, able to work independently and stay organized

  • Detail-oriented

  • Ethical and unbiased integrity and decision-making abilities

  • Preferred:

    • 3-5 years in Trust & Safety, Risk Management, or Healthcare Compliance

    • Zendesk experience
    • Ability to leverage statistical tools and techniques to analyze, interpret, display, and present data