SimplePractice
Denver, CO, USA
Hybrid
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Jobs//Hybrid//Charlotte, NC//Operations//

Workforce Management Lead

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Employer Provided Salary: 70,000-80,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.

About Us 

At SimplePractice, our team is dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients. Our product supports practitioners on their clinical journey to becoming licensed, helps them manage their business and practice once they’re up and running, and enables new clients to discover and interact with practitioners. Taking a practitioner-first approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use SimplePractice to start, grow, and maintain a successful private practice.

The Role

We’re looking for a friendly, eager-to-learn Workforce Management Lead to join our Customer Success team. SimplePractice is built for our customers, and supporting their success is our top priority. We strive to provide unparalleled support and encourage our customers to always let us know how we can improve our products. 

You’ll be an integral leader of the Customer Success team, working collaboratively with internal stakeholders to implement workforce management programs and oversee the relationship with outsourced CS business partners (BPOs) in providing the processes, skills, and tools to expertly serve our customers.

Responsibilities  

  • Develop and implement a short and long term workforce management strategy
    • Keep a close watch on agent adherence and performance, pinpointing areas for optimization and mitigating SLA challenges
    • Calibrate workforce management tools and reporting in Zendesk and Assembled to validate accurate performance tracking
    • In collaboration with CS and BPO leaders, design robust contingency strategies for optimal queue management
    • Assist CS management in forecasting, justifying, and approving internal and external hiring
  • Manage relationship between CS and outsourced partners
    •  Identify opportunities for expansion of BPO effort in order to thoughtfully maximize potential of internal CS teams, working towards execution positively impacting cost savings and growth in proactive support offerings
    • Collect and analyze BPO KPIs and prepare reports for CS management to be shared with other SimplePractice groups including Finance, Strategy, and Recruiting
    • Assist with managing BPO vendor relationships, providing support in budget planning and contract renewals

Desired Skills & Experience 

  • 4+ years of experience in customer support or service industry, serving a diverse and professional customer base 
  • 2 years of experience in a supervisory role managing both exempt and non-exempt team members
  • 1-2 years of experience leading a customer support/call center team and a proven successful management track record
  • Bachelor’s degree from an accredited college or university
  • Excellent telephone communication skills required
  • Excellent interpersonal, written, and oral communication skills
  • Customer-first orientation and ability to adapt/respond to different types of characters
  • Strong problem solving and diplomacy skills
  • Experience with creating and maintaining reports that provide insight into operations, call drivers, and achievement of goals
  • Intermediate experience with Slack, Asana, Google Workspace, Zendesk, Workday, complex tech stacks, sales and revenue generation, and specialized teams
  • Intermediate knowledge of HIPAA, PCI-DSS, PHIPA, and GDPR

Bonus Points 

  • Demonstrate positive, consistent, customer-focused, results-driven attitude
  • Ability to create an environment of innovation and continual improvement together with self-help/self-service team
  • Drive significant increases in self-service adoption through use of data and customer insights to drive change and continuous improvement.
  • A plus if you have past experience working with Zendesk

Base Compensation Range

$70,000-$80,000 annually

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay.

The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.

Benefits

We offer a competitive benefits program including:

  • Medical, dental, vision, life & disability insurance
  • 401(k) plan with company match
  • Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
  • Mental health resources
  • Paid parental leave & Backup Care
  • Tuition reimbursement
  • Employee Resource Groups (ERGs)

California Job Applicant Privacy Notice

Thank you for your interest in opportunities at SimplePractice LLC (“SimplePractice” or “us” or “we” or “our”). Please note that when you submit your resume or application materials to us for employment purposes, you are subject to the SimplePractice California Job Applicant Privacy Notice. 

For more information about our privacy practices, please contact us at [email protected].

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Smita Wadhawan
Chief Marketing Officer
LEARN AND CHALLENGE
Leadership That Empowers You to Grow
“Our goal is to lift up our team members and give them the resources they need to succeed,” said Smita Wadhawan, the company’s chief marketing officer. “We ensure we’re creating goals that are not just business-focused but also carving out the time for learning and development.” As a leader, Wadhawan sees her role as one with a priority to empower her team. That means not only empowering them to connect with customers, but also to challenge and grow themselves. “We have access to many learning programs and memberships that allow us the flexibility of learning at our own pace,” she said.
“Our goal is to lift up our team members and give them the resources they need to succeed,” said Smita Wadhawan, the company’s chief marketing officer. “We ensure we’re creating goals that are not just business-focused but also carving out the time for learning and development.” As a leader, Wadhawan sees her role as one with a priority to empower her team. That means not only empowering them to connect with customers, but also to challenge and grow themselves. “We have access to many learning programs and memberships that allow us the flexibility of learning at our own pace,” she said.
We give our team the opportunities and permission to experiment so they can learn by doing.
Natasha Milner
Manager of Customer Success
GROWTH POTENTIAL
Career Progression That Works for You
When Natasha Milner joined as a product specialist, she didn’t know where her career was headed. “I just knew that I liked helping people,” she said. “I liked finding the best solutions for problems.” Milner was promoted to team lead after one year with SimplePractice. Two years later, she was promoted again — this time to manager of customer success, overseeing the operations for a scaling team of more than 130 people. “My managers helped me see my path by asking what I wanted to do more of,” she said. “They gave me the tools to make informed decisions and provided guidance along the way.”
When Natasha Milner joined as a product specialist, she didn’t know where her career was headed. “I just knew that I liked helping people,” she said. “I liked finding the best solutions for problems.” Milner was promoted to team lead after one year with SimplePractice. Two years later, she was promoted again — this time to manager of customer success, overseeing the operations for a scaling team of more than 130 people. “My managers helped me see my path by asking what I wanted to do more of,” she said. “They gave me the tools to make informed decisions and provided guidance along the way.”
SimplePractice is unique in that we emphasize that individuals champion their own success.
Josh Keegan Gross
Engineering Manager
EXPLORE AND DEVELOP
Experiment With Tech for Big Results
Josh Keegan Gross’ tech stack includes Ruby on Rails on the backend and Ember.js on the frontend. “Both are opinionated frameworks which take time to learn but allow engineers to complete feature work faster and with more code integrity,” he said. The team has been working on a new project to SimplePractice — a searchable platform of clinicians called the Monarch Directory. “This is a big new direction for us and the impact is huge,” said Keegan Gross. “Allowing people to more easily find and connect with a therapist adds a lot of value to our clinicians, company and the public at large.”
Josh Keegan Gross’ tech stack includes Ruby on Rails on the backend and Ember.js on the frontend. “Both are opinionated frameworks which take time to learn but allow engineers to complete feature work faster and with more code integrity,” he said. The team has been working on a new project to SimplePractice — a searchable platform of clinicians called the Monarch Directory. “This is a big new direction for us and the impact is huge,” said Keegan Gross. “Allowing people to more easily find and connect with a therapist adds a lot of value to our clinicians, company and the public at large.”
Engineers are invited to demo new technologies at lunch-and-learns and our weekly meetings regularly feature demos of something new we’re using in our stack.

What are SimplePractice Perks + Benefits

SimplePractice Benefits Overview

SimplePractice supports our team with an array of benefits designed for health, wellness, and work-life balance. We offer complete medical coverage, dental, and vision plans, complemented by an Employee Assistance Program for various counseling needs. Our financial benefits include a robust 401(K) with matching, and we encourage growth through professional development opportunities.

We value our team's need for time off, providing generous Flexible Time Off, paid holidays, and volunteer time. Our culture thrives on community engagement, open communication, and strategic teamwork. Join our team, where your contribution is valued, and your well-being comes first.

Culture
Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Hybrid work model
Employee awards
Flexible work schedule
Remote work program
Diversity
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Transgender health care benefits
Wellness days
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Restricted work hours
Fertility benefits
Vacation + Time Off
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Company-wide vacation
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Catered lunches in the LA office
Company-sponsored happy hours
Onsite office parking
Garage parking included
Pet friendly
Fitness stipend
Home-office stipend for remote employees
Meditation space
Mother's room
Onsite gym
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education available during work hours
Customized development tracks
View full list of perks + benefits
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