Hims & Hers Health, Inc. (better known as Hims & Hers) is a multi-specialty telehealth platform building a virtual front door to the healthcare system. Hims & Hers connects consumers to licensed healthcare professionals, enabling people to access high-quality medical care—from wherever is most convenient—for numerous conditions related to primary care, mental health, sexual health, skincare, and more. Launched in November 2017, the platform also offers thoughtfully created and curated health and wellness products. With products and services available across all 50 states and Washington, D.C., Hims & Hers’ mission is to make it easier for all Americans to access affordable care and treatment for conditions that impact their daily lives. In January 2021, the company was listed on the NYSE at an initial valuation of $1.6 billion and is traded under the ticker symbol “HIMS”. To learn more about our brand and offerings, you can visit forhims.com and forhers.com.

As a key leader on the Customer Experience (CX) team you will be responsible for scaling and leading our front-line customer experience teams and ensuring that every service interaction we provide is exceptional. We want to win awards for our customer service, and if you are excited by the opportunity to make that happen, we want to hear from you! 

You will have direct responsibility for hiring, training and onboarding new team members; running a high performing multi-channel operation where people want to work; implementing an  effective performance management structure and developing talent at all levels. Additionally you will manage the relationship with and be responsible for the level of service delivered by our 3rd party contact center partner.

Responsibilities: 

• Deliver best-in-class customer service across all channels, in-house and via our outsourced partner 
• Accountable for the current hims and hers internal contact center team including all performance of front-line teams, training, QA and WFM
• Scale the internal team while improving the level of service provided 
• Lead through layers - responsible for building the internal Hims and Hers contact center including hiring, managing and developing a team of up to 200 CX associates, leads, managers, trainers and other specialty roles
• Manage and ensure the effectiveness of our WFM program and the effective management of and coordination with our BPO partner's WFM team
• Develop, manage and ensure the effectiveness of QA and Training programs
• Manage large to XL-size programs within the CX department
• Contribute to strategic planning and budgeting for the CX department
• Analyze data to set clear objectives/goals and support the team in achieving those goals
• Connect your teams to larger company goals and objectives
• Identify and drive continuous improvement in the level of service provided to our clients on multiple service channels
• Develop an extensive knowledge of processes to identify and triage the impact of new tools, bug issues, marketing promotions, merchandising issues, and shipper and carrier anomalies
• Contribute to requirements, development and feedback related to Product and Engineering deliverables
• Support ongoing and concurrent A/B tests and product launches with Product, Engineering and Marketing to drive continuous customer experience improvements

Experience & Skills: 

• 5+ years of DTC customer service experience
• 3+ years of experience leading first-level leaders
• Experience managing internal teams of at least 50 with multiple levels and specialized roles 
• Experience working with and effectively managing BPO partners
• Experience scaling a front line operation
• Experience building QA and Training teams
• Exceptional interpersonal and communication skills across all channels are required
• Strong planning, organizational and time management skills with demonstrated ability to manage changing priorities, handle multiple projects, meet deadlines and adapt to a changing business environment
• High attention to detail & quality
• Experience in and passion for a building in a “roll-up your sleeves and make-things-happen” environment
• Extensive experience with email, phone, and chat support channels
• Experience with and thorough knowledge of Zendesk
• Demonstrated ability to lead, coach, develop, motivate and teams remotely
• Strong analytical and problem solving capabilities
• Ability to manage time effectively in an unstructured environment
• Experience effectively managing 24/7 teams
• Strong intrinsic commitment to giving and receiving feedback to/from peers, cross-functional team members, and your direct manager
• Willingness to travel to attend team meetings and conduct trainings on a regular basis, as conditions related to Covid allow
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Hims is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Hims considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.