- Oversee daily operations of the member happiness team.
- Conduct quality assurance and handle escalation triage.
- Manage onboarding and ongoing training initiatives.
- Maintain team scheduling rotation 365 days a year.
- Lead team meetings to ensure alignment and connection.
- Manage new product launches and workflow changes, briefing the team accordingly.
- Maintain Knowledge Base and Macros, including priority levels, tagging logic, and escalations.
- Participate in recurring cross-functional meetings and translate updates into actionable guidance.
- Serve as the point of contact for other teams and select client contacts.
Problem SolvingCoachingQuality Assurance+2 more