Senior Program Operations Manager
GoodRx is America’s healthcare marketplace. Each month, millions of people visit goodrx.com to find reliable health information and discounts for their healthcare — and we’ve helped people save $35 billion since 2011. We provide prescription discounts that are accepted at more than 70,000 pharmacies in the U.S., as well as telehealth services including doctor visits and lab tests. Our services have been positively reviewed by Good Morning America, The New York Times, NBC News, AARP, and many others.
Our goal is to help Americans find convenient and affordable healthcare. We offer solutions for consumers, employers, health plans, and anyone else who shares our desire to provide affordable prescriptions to all Americans.
We’re committed to growing and empowering a more inclusive community within our company and industry. That’s why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has a seat at the table and the tools, resources, and opportunities to excel.
With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. GoodRx is committed to leveling the playing field, and we encourage women, people of color, those in the LGBTQ+ communities, and Veterans to apply for positions even if they don’t necessarily check every box outlined in the job description. Please still get in touch - we’d love to connect and see if you could be good for the role!
About the Role:
We’re looking for an experienced Operations Manager to lead new Programs on our growing Customer Service team. You will operationalize new initiatives to expand proactive outreach to our growing customer base. You’ll work closely with our service teams, including front-line teams, customer insights, and escalations.
To be successful in this role, you will be an accomplished project manager, who is well-versed in cross-functional stakeholder management. You will have experience using data-driven insights to drive revenue-facing initiatives from ideation to exit. Successful candidates will be curious and quick learners, with an entrepreneurial spirit around autonomy and ambiguity. Ideal candidates will have experience in business development, and leading campaigns focused on proactive outreach.
Responsibilities:
- Identify, measure, and execute on new initiatives for GoodRx to drive revenue while also helping customers gain more value.
- Collaborate with internal and external stakeholders to drive program success and determine program needs and requirements
- Leverage innovative, data-driven target-setting, tools, and KPIs to ensure we have a pulse on the team and its operations.
- Create and analyze reports for program success to provide insight into overall efficiency and effectiveness, as well as opportunities for future initiatives
- Research customer or business issues and make data driven decisions to improve business strategy
- Experience driving proactive campaigns and initiatives to better customer experiences, revenue, and efficiency.
- Be consistently excited about providing world-class support to thousands of customers
Skills & Qualifications:
- 2+ years experience as program / project manager in a high-growth environment.
- 5+ years of experience in customer support or business development.
- Demonstrated track record of spearheading successful cross-functional initiatives across support or business development teams.
- Exceptional writing and editing skills; strong interpersonal communication, organizational and time management skills
- Comfortable leading initiatives independently with minimal supervision
- Experience with multiple customer service channels including call center, social media, chat, phone, and email operations
- Desire to work in a fast-paced environment that evolves with customer needs
- Proficient in data analytics; ZenDesk Explore or Salesforce preferred
- Well-versed in change management principles in a continually evolving environment.
Bonus Points:
- Experience in training, content development, or L&D
- Experience with call centers
- Certified experience with ZenDesk or Salesforce
- Experience having led Customer Success, BDR, and/or Sales-oriented teams.
GoodRx is America's healthcare marketplace. The company offers the most comprehensive and accurate resource for affordable prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast, as well as a telehealth marketplace for online doctor visits and lab tests. Since 2011, Americans with and without health insurance have saved $35 billion using GoodRx and million consumers visit goodrx.com each month to find discounts and information related to their healthcare. GoodRx is the #1 most downloaded medical app on the iOS and Android app stores. For more information, visit www.goodrx.com.