About Alan Health

Alan Health is a telehealth platform on a mission to revolutionize healthcare accessibility and affordability. We specialize in providing affordable access to GLP-1 medications and expert care, with a focus on weight management and expanding into other wellness areas. Our mission is to make personalized health care more accessible, empowering people to achieve better health outcomes through innovation and flexibility.

About The Opportunity

As we continue to scale our customer-first approach to healthcare, we're seeking a dynamic Customer Experience Manager to lead our support operations. In this role, you'll shape the future of healthcare support by building and managing a high-performing team dedicated to delivering exceptional customer experiences. This role requires a balance of strategic leadership and hands-on execution, collaborating with cross-functional teams to ensure seamless customer support while driving operational excellence. If you're passionate about customer service excellence, team development, and healthcare innovation, this is your chance to make a significant impact.

What we look for at Alan Health

Mission-Driven Impact - Passionate commitment to revolutionizing healthcare accessibility and affordability
Growth Mindset - Proven ability to learn and adapt in fast-paced environments
Service Excellence - Customer-first mentality in decision making
Inclusive Leadership - Demonstrated commitment to fostering diverse and equitable teams
Execution Focus - Strong bias for action balanced with thoughtful planning
Innovation Mindset - Creative approach to problem-solving
Collaborative Spirit - Strong cross-functional partnership skills

What we're looking for in this role

Team Leadership Excellence

Proven ability to build, coach, and develop high-performing customer service teams while maintaining exceptional service standards
Track record of implementing effective performance metrics and quality assurance programs that drive measurable improvements

Strategic Operations Management

Experience in translating high-level customer service initiatives into actionable plans while optimizing resource allocation
Skilled at analyzing performance data and implementing improvements to enhance customer satisfaction and operational efficiency

Customer-Centric Problem Solving

Deep understanding of healthcare customer needs with demonstrated success in implementing solutions for complex customer issues
Strong focus on maintaining consistent service excellence while scaling operations

Cross-Functional Leadership

Expertise in building strong partnerships across departments to implement comprehensive customer service solutions
Proven ability to communicate effectively with stakeholders at all levels, from front-line agents to executive leadership

Your day-to-day

Team Leadership & Development

Build, coach, and develop a high-performing customer service team through regular training and performance management
Establish and maintain performance metrics (KPIs) to track team and individual success
Conduct regular one-on-one meetings and daily team sessions to provide coaching and support
Implement and maintain quality assurance programs to ensure consistent service excellence

Operations Management & Strategy

Execute and optimize customer service strategies as directed by leadership
Monitor and analyze key performance metrics to ensure strategy success
Manage resource allocation and workforce planning to meet service level agreements
Create and maintain scheduling systems to ensure appropriate coverage

Customer Experience Implementation

Execute customer satisfaction and retention programs
Collect, analyze, and report on customer feedback and operational data
Work with cross-functional teams to implement solutions for complex customer issues
Train and guide team members on new processes and procedures

What You Bring

Must-Haves

5+ years of customer service experience with at least 3 years in a management role
Proven track record of building and leading high-performing customer service teams
Strong analytical skills with expertise in customer service metrics and KPI management
Excellence in written and verbal communication
Proficiency in Salesforce Service Cloud

Should-Haves

Healthcare or telehealth industry experience
Experience with remote team management and development
Background in performance management and coaching
Strong project management and organizational skills

Nice-to-Haves

Experience in process improvement and optimization
Knowledge of compliance requirements in healthcare
Success in implementing customer service technology solutions
NYC-based

Compensation

The base salary range for this position is $75,000 - $90,000 annually
We have a market-based compensation structure. The salary for this position may vary based on a candidate's experience, industry expertise, technical skills, and location

Selection Process

Screening Interview (30 minutes)
Competencies & Skills Interview (30 minutes)
Culture & Values Interview (30 minutes)
Reference Checks
Offer

Alan Health is proud to be an Equal Opportunity Employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Don't meet every requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Alan Health, we're committed to building a diverse, inclusive, and authentic workplace with a tangible sense of belonging for all our people.

While we encourage people to use AI systems during their role to help them work faster and more effectively, please do not use AI assistants during the application and interviewing process. We want to understand your personal interest in Alan Health without mediation through an AI system, and we also want to evaluate your non-AI-assisted communication skills.

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Alan Health jobs

Customer Experience Manager