Client Experience Manager
R
RockstarMental Health
Workable locations: New York, New York, United States. United States
NYC-based preferred; open to remote for the right candidateFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5–8 years of experience in client experience or support operations, including at least 1–2 years managing a team directly
- Required Skills
- People ManagementProcess improvement
Requirements
- Bring 5–8 years of experience in client experience or support operations, including at least 1–2 years managing a team directly
- Fluent in support operations: SLAs, ticket workflows, triage structures, and help desk tooling
- Pick up new systems quickly
- Think and act like an owner — do not wait to be told something is broken, and never be fully satisfied with the current bar when better is possible
- Genuinely care about the clients the team serves, and let that shape how standards are set and people are developed
Responsibilities
- Own people management end-to-end. Run weekly 1:1s, performance reviews, hiring, and onboarding.
- Build and maintain a QA function from scratch.
- Design and manage team structure. Establish triage tiers, own scheduling across holidays and volume changes.
- Drive continuous process improvement. Identify inefficiencies in workflows and tooling, quantify their impact, and fix them.
- Create and iterate on SOPs. Document how things should work, monitor whether they're working, and update them when they're not.
- Translate client patterns into upstream fixes. Spot recurring themes in client questions and complaints, and turn them into clear, data-backed recommendations for the product team.
- Stay ahead of operational issues. When something unexpected breaks figure out the fix and build the safeguard so it doesn't happen again.
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