Manager, Member Success Operations

 The Role: 

We are looking for a skilled call center operations leader to join our service center team at Carrot in Des Moines Iowa. At Carrot, we firmly believe in providing accessible, inclusive, and high-quality fertility and family-forming care to all individuals. This role will lead a team that supports the daily operations of our Member Success organization that is interacting with members via phone, email, video chat and other communication avenues.  

The manager of Member Success Operations will oversee operational responsibilities establishing schedules, training, and resources in alignment with the overall goals of the department, ensuring the team is available and equipped to care for members. Working closely with Member Success leaders, your team will provide the support required to meet customer satisfaction and company goals. This role will also work closely with our Operations team leadership aligning daily success with annual planning and overall alignment to strategic goals for the department.  We will look to you to support KPIs, guide operational requirements and implement best practices.  To be successful you must have a strong understanding of the contact center environment and the key levers to guarantee performance.

By joining our service center team, you will contribute to Carrot's mission of inclusivity and accessibility in fertility and family-forming services, making a meaningful impact on the lives of individuals and couples.

The Team: 

The Member Success team is composed of compassionate individuals with experience in the healthcare industry and is guided by leaders with significant experience leading and scaling a contact center.  They are passionate, focused, hard working and committed to the needs of each member.

The team supports all legal paths to parenthood and works with members living in the US and 50+ countries (and growing) around the world. 

Minimum Qualifications: 

• Minimum of 2 years of leadership experience in a customer care/call center environment.
• Minimum of 3 years of experience with call center operations including training, WFM, and call center KPIs.
• Superior communication skills, both written and verbal.
• Demonstrated success in coordinating the day-to-day operational needs of a global customer care team.
• Excellent understanding of technology, software applications, and phone and computer systems used to manage KPIs & SLAs - experience with Zendesk a strong plus.
• Ability to analyze data, identify trends, and make data-driven decisions to improve performance
• Sound knowledge of call center operations, performance metrics, and quality assurance processes.

Preferred Qualifications:

• Bachelor’s degree.
• Experience working at a fast-growing tech company or digital health company.
• Past experience in the family-forming space: fertility care, adoption, donor-assisted reproduction, and/ or gestational carrier arrangements.
• A selection of Hawaiian shirts, or willingness to purchase, for participation in weekly activity led by the Director of Care Navigation.
• Flexibility to work in a fast-paced environment and adapt to changing priorities and business needs.

Compensation: 

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $120,000-140,000 Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.