Hiring Customer Experience Manager | Nourish

Customer Experience Manager

Nourish

Date listed

3 weeks ago

Employment Type

Full time

Remote

Yes

Keywords: remote spring

About Nourish

Nourish is solving America’s healthcare crisis by helping people eat better. We connect chronic disease patients with a Registered Dietitian via telehealth and get it covered by their health insurance.

We launched one year ago and already have ~50 dietitians and thousands of patients on the platform. Our patients span a wide range of nutrition-related conditions including diabetes, eating disorders, kidney disease, GI conditions, cancer, obesity / weight management, cardiovascular disease, and more.

We have millions in revenue (up 5x in 2022), have partnered with national health insurance companies and provider groups, and have raised significant funding from top-tier VCs including Thrive Capital, Y Combinator, Susa Ventures, Operator Partners, and Box Group. Our angel investors include world-class healthcare founders from Rightway Health, Headway, Spring Health, Alto Pharmacy, and more.

About the Role

As the leader of our CX team, you’ll work closely with operations, product, and engineering to provide a world-class experience for Nourish patients.

You will be instrumental in executing Nourish’s ambitious growth targets; you will lead a critical function of the organization as Nourish scales its interactions with patients, dietitians, and insurance companies.

Key responsibilities

  • Oversee and manage the in-house (4) and outsourced (2) CX team
  • Identify tech & process changes / implementation to improve our operations
  • Ensure insurance billing excellence and compliance
  • Optimize our support to handle all questions & issues for both patients and dietitians

You will love this role if:

  • You’re passionate about Nourish’s mission. You’re interested in nutrition and are eager to be part of solving America’s healthcare crisis.
  • You care deeply about client experience. You want to ensure Nourish clients have a best-in-class experience, from the very first touchpoint they have with Nourish onwards. You proactively identify areas for improvement within the client experience org and quickly move to enact change.
  • You thrive when given ownership. You’re a self starter and want to have full ownership over a core business function. You take ownership of all responsibilities, big and small.
  • You are detailed-oriented. You understand that client experience has a lot of moving pieces and have systems to stay organized. You get satisfaction out of ensuring nothing slips through the cracks.
  • You love to inspire and motivate a team. You are excited to build out and shape a team. You get enjoyment from training / mentoring teammates and helping them reach their full potential. You can work well with in-house employees, outsourced medical assistants, and vendors.

We’d love to hear from you if:

  • You have 3+ years industry experience in customer experience roles and are interested in early-stage startups. 5+ years experience is preferred but not required.
  • You have experience building out a customer experience function and leading customer experience teams.
  • You enjoy solving high-level strategy and optimization questions, but you are also not afraid to get into the weeds when needed.
  • You are data-driven and open to learning & using new technologies; you have a strong understanding of CX metrics.
  • You thrive in a fast-moving environment and are not intimidated by ambiguity or change. You enjoy new challenges and jump in headfirst when facing an issue.
  • You’re comfortable working with a variety of team members and stakeholders both internally and externally, and have strong verbal & written communication skills

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