Customer Experience Manager

Description

Come lead the front line team that serves our customers and helps create exceptional experiences every day. 

We are looking for a hands-on, metrics-driven Customer Experience Manager to lead our customer experience and outbound sales operations. This leader will own team performance, reporting, workforce planning, and day-to-day execution while ensuring every interaction reflects a customer-first approach. The ideal candidate combines empathy with operational discipline, can translate data into coaching and process improvements, and is comfortable configuring dialer workflows and managing teams against clear service and sales goals.

Responsibilities

Team Leadership and Guidance:

• Manage, mentor, and inspire customer experience and outbound sales team members to deliver outstanding service and achieve performance goals.
• Serve as a trusted resource and point of guidance for team members, providing coaching and support to navigate customer challenges.
• Foster a culture of collaboration, positivity, and continuous improvement.
• Build and deliver practical training, call-calibration, and ongoing development programs for all team members.

Scheduling and Operations:

• Oversee team scheduling to ensure adequate coverage during business hours, weekends, evenings, and holidays.
• Monitor inbound and outbound workflows in real time and allocate resources efficiently to meet customer demand, service levels, and sales priorities.
• Forecast staffing needs, respond quickly to coverage gaps, and maintain team readiness across changing call volumes and business priorities.

Outbound Sales and Dialer Operations:

• Lead outbound sales and customer outreach programs, establishing activity, contact, conversion, quality, and revenue goals.
• Own day-to-day dialer administration, including campaign setup, list strategy, routing, pacing, dispositions, retry logic, caller-ID strategy, and agent assignments.
• Monitor dialer performance and adjust settings to improve contact rates, agent utilization, conversion, and customer experience while maintaining applicable compliance standards.
• Partner with marketing, pharmacy, technology, and operations teams to prioritize outreach campaigns, improve lead quality, and remove barriers to conversion.

Customer Interaction and Issue Resolution:

• Support the team in resolving complex customer issues, providing escalation assistance when necessary.
• Personally handle high-priority or sensitive customer concerns with professionalism and empathy.
• Lead by example by maintaining a customer-first approach in all interactions.

Performance and Development:

• Set clear expectations and measurable KPIs for service, productivity, quality, and outbound sales performance.
• Run a consistent performance-management cadence with scorecards, call reviews, one-on-ones, coaching plans, and documented follow-through.
• Identify performance gaps through data and call observation, then deliver targeted training and corrective action when needed.
• Create and maintain hands-on daily, weekly, and monthly reporting for leadership, highlighting trends, risks, root causes, and recommended actions.
• Track metrics such as service level, response time, abandonment, handle time, quality, schedule adherence, outbound attempts, contact rate, conversion rate, and revenue or orders generated.
• Use CRM, phone, dialer, and operational data to hold the team accountable and continuously improve results.

Process and Experience Optimization:

• Analyze customer feedback, call data, sales results, and operational trends to identify opportunities, root causes, and customer pain points.
• Collaborate with cross-functional teams to implement changes that improve the customer journey.
• Stay informed about industry best practices and integrate innovative approaches into the team’s workflow.
• Work closely with the pharmacy team to communicate essential customer updates and resolve recurring operational issues.

Requirements

 Qualifications:

• Bachelor’s degree in business, communications, healthcare, or a related field; equivalent experience considered.
• 4+ years of experience leading and managing a customer-facing team; experience leading outbound sales, retention, or customer outreach teams is strongly preferred.
• Proficient in HIPAA regulations regarding pharmacy standards.
• Exceptional leadership, problem-solving, and conflict-resolution skills.
• Strong organizational skills, with experience in team scheduling and resource planning.
• Excellent verbal and written communication skills, including grammar and spelling.
• Hands-on proficiency with CRM, contact-center, dialer, and reporting tools; experience configuring dialer campaigns and settings is strongly preferred.
• Demonstrated ability to build reports, interpret performance data, and turn findings into clear actions and coaching priorities.
• Strong performance-management skills, including setting targets, delivering candid feedback, documenting improvement plans, and holding teams accountable.
• Working knowledge of outbound-call compliance and quality-monitoring practices is a plus.
• Flexible availability to work non-standard hours, including weekends, evenings, and holidays when needed.

 What we offer

• Competitive base salary
• Stock options (RSUs)
• Comprehensive medical, dental, and vision coverage
• Health Savings Account (HSA) eligibility
• 401(k) retirement savings plan
• Flexible scheduling options to support work-life balance
• Generous paid time off (PTO) program

TelyRx is proud to be an Equal Opportunity Employer and Affirmative Action employer. We do not discriminate based on race, color, religion, creed, sex, national origin, ancestry, age, disability, marital status, sexual orientation, gender identity or expression, genetic information, veteran status, or any other basis protected by federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for all employees.