Director, CX Delivery

🕒 Julho 2

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $150.000 - $180.000 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

🦅 Patrocina Visto H1B

Esta empresa já patrocinou vistos H1B no passado.

Candidatar-se

Encontrar Vagas Remotas Similares

Configurar Alerta de Email para Novas Vagas

📊 Verifique sua pontuação de currículo para esta vaga

Melhore suas chances de conseguir uma entrevista verificando sua pontuação de currículo antes de se candidatar.

Enviar Currículo

Spring Health

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

💼 Consultoria

🛡️ Seguros

🏥 Saúde

Consulting • Insurance • Healthcare

A Spring Health é uma solução abrangente de saúde mental projetada para empregadores e planos de saúde. Utiliza o Atendimento de Saúde Mental de Precisão para oferecer suporte personalizado ao combinar indivíduos com o atendimento adequado, seja suporte digital, exercícios de meditação, coaching, terapia ou medicação. Ao fazer parcerias com organizações líderes, a Spring Health visa melhorar a acessibilidade e os resultados de saúde mental, reduzir a rotatividade de funcionários e aumentar a produtividade. Confiada por mais de 4. 500 organizações, a empresa fornece uma abordagem baseada em evidências que comprovadamente oferece resultados clínicos e financeiros positivos.

Descrição

• Define, own, and drive strong CX team performance and quality standards—including productivity, reliability, and customer satisfaction— while managing operational efficiency and costs • Design, build, and execute on an organizational strategy that drives operational efficiency, team performance, business outcomes, and high-quality customer experiences at scale • Define our talent management strategy, partnering with our Learning & Development team, to define and maintain competency frameworks, career paths, and succession plans • Partner with Workforce Management to ensure staffing models, schedules, and capacity plans support service levels and business priorities • Partner with key stakeholders to staff across channels and equip the team to resolve a variety of complex issue types while navigating ambiguous external dependencies • Influence across the business, elevating the team's insights through clear data stories and customer-centric narratives, partnering cross-functionally to improve our product and services • Lead customer retention and engagement strategies—designing proactive support programs, escalation protocols, and high-touch interventions that drive LTV and reduce churn

🎯 Requisitos

• You have 8-12+ years in customer support and 5-7+ years of people leadership, with experience scaling operations and driving organizational transformation across a multi-layer team. • Demonstrated ability to develop managers of managers, leading teams effectively, and cultivating intentional customer-centric team cultures. • Demonstrated experience in diagnosing organizational capabilities, addressing gaps, and leading organizational redesigns to improve business performance. • Thrive in a scaling, fast-paced, ambiguous environment, and have demonstrated success in transformational leadership by bringing your team along during periods of rapid change and complexity. • A data-driven customer-centric mindset— you advocate for customers through data, know your way around basic to intermediate SQL queries, and can translate CX data into clear insights, decisions, and performance actions for leaders and teams. • You have cultural humility, can build relationships across differences, and have excellent interpersonal communication skills.

🏖️ Benefícios

• We’re a remote-first company • Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans • 401K plan (ADP) • Lifestyle Spending Account for health, wellness, and family care • Monthly co-working space membership stipend • Monthly work-from-home stipend • Financial wellness benefits through Northstar • Pet discount program through United Pet Care • Financial perks and rewards through PerkSpot • EAP access through Aetna • One-time home office stipend to set up your home office • Inclusive family and medical leave plans • 12 paid holidays and 1 Alma Give Back Day • Flexible PTO