VP, Customer Care - Experian Health (healthcare experience preferred) - This role is remote from anywhere in the U.S.

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Posted 11 days ago United States Salary undisclosed
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Job Description

Job Description

* Be a constant, visible and outspoken advocate for customers; help drive a company-wide culture of customer advocacy
* Provide strategic and transformational leadership to the team; evangelize a vision of differentiated service that creates customers for life
* Set meaningful and ambitious goals to continually improve the client experience and client case throughput; define operational metrics, KPIs and benchmarks for measurement
* Deliver service that exceeds contractual service level commitments and drives improvement in CX (as measured by NPS)
* Personally understand and lead all details and implement customer support best practices that position the team and organization for success
* Develop and apply impactful initiatives that deliver against target measures and KPIs (Using data to drive productivity and quality as well as to study and remediate for trends)
* Effectively manage the Customer Care Team with a technically sound and firsthand understanding of our products/services and how they support our clients
* Create robust knowledge management systems and effective training to enable the highest level of client service
* Apply training, tools and technologies that help automate processes or otherwise drive an efficient, effective service experience
* Build and foster the development of a strong management team
* Identify, retain and develop talent for career growth/challenge
* Collaborate with other internal teams to drive alignment against key business objectives and priorities
* Spearhead the cross-functional effort to continually reduce service complexity and accelerate case management turnaround time

Qualifications

* Successful track record of building, developing, leading and scaling multi-location Customer Support/Service teams supporting a broad portfolio of products
* Naturally engenders trust and respect from associates at all levels due to grasp of content and details -senior leaders, peers and subordinates
* Healthcare industry experience highly desired
* Takes accountability and initiative to solve problems large and small, including those that extend outside their direct remit
* Has demonstrated success in driving step-change improvement in team performance levels
* A leader by example with strong work ethic, resilience, enthusiasm for learning and teaching
* Strong business acumen
* Ensures an understanding of broader company systems and processes and how they impact the customer; balances client and employee needs with constraints of the business
* Strong quantitative and analytical skills; makes decisions based on data versus emotions
* Self-directed; determines what needs to be done and operates with a sense of urgency, focus and discipline
* Ability to adapt quickly to changing needs and priorities; effectively prioritizes competing priorities while maintaining visibility of all departmental activities
* "Get things done" attitude; takes hands-on approach as needed, completes tasks on time/hits dates and delivers on promises
* Excellent communicator with all levels of the organization - written, verbal, presentation and interpersonal
* Collaborative team player focused on driving success across the business; has respect of partners in other functions and helps drive cross-functional solutions
* Salesforce proficiency

Additional Information

Experian is an Equal Opportunity Employer. Anyone needing accommodation to complete the interview process should notify the talent acquisition partner. The word "Experian" is a registered trademark in the EU and other countries and is owned by Experian Ltd. and/or its associated companies.

EOE including Disability/Veterans

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.