Teams at Faye (withfaye.com)

Lead and mentor a team of 10–15 customer experience agents, oversee scheduling and shift coverage, handle escalations, conduct quality reviews, track KPIs, coach performance, and support hiring. The role focuses on maintaining high-quality customer interactions, improving efficiency, developing team members, and using data, customer communication tools, and AI-driven solutions in a fast-paced support environment.

Manage and grow West Coast travel industry accounts through strategic planning, client engagement, market analysis, and representation at industry events. Build strong partner relationships to drive retention and revenue growth for Faye's travel insurance products.

Own product analytics across the organization, partnering with Product, Data, Engineering, and leadership to define KPIs, analyze funnels and customer behavior, evaluate experiments, measure product impact, and identify opportunities. Build dashboards and recurring insights with Tableau, Mixpanel, Snowflake, dbt, and AI tools while ensuring data quality and communicating actionable recommendations to technical and non-technical stakeholders.