1. Twentyeight Health
Twentyeight Health (www.twentyeighthealth.com) is a mission-driven women's health platform that provides telemedicine, medication delivery and care coordination in Spanish and English. Our vision is to address health equity by providing high quality, convenient and affordable women’s health services designed to be inclusive of underserved communities.
Today, we are active in 43 states, and have exciting growth plans. We are rapidly expanding our offerings, and we are backed by some of the best healthcare & consumer investors pioneering digital health including Third Prime, Town Hall Ventures, SteelSky Ventures, RH Capital, Seae Ventures and GingerBread Capital, and more.
You’ll be joining a dynamic, supportive and mission-driven environment. We are a team of doctors, public health experts, designers, engineers and builders across the US committed to changing the face of healthcare, particularly for underserved communities.
At Twentyeight Health, we value a diverse workplace and strongly encourage women, BIPOC, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. We are committed to fostering a culture of mutual respect, diversity and inclusion for our employees and customers alike and we can’t wait for you to be a part of it.
2. Role
We are looking for an experienced Customer Experience & Operations Associate Manager who is excited about our mission and eager to deliver impact while joining a dynamic team. In this role, you will ensure the success of our enterprise payer partnerships, by ensuring we provide the best possible service to members and hit performance targets.
3. Manager
You will report directly to the Manager Customer Experience and Partnerships, Hannah Quinn, who has been with Twentyeight Health since 2020.
4. Responsibilities
- Lead a team of customer success representatives, ensuring white glove customer service for our enterprise partnership members
- Work with the business development team to successfully onboard new enterprise payer partnerships to internal teams, ensuring Customer Experience & Operations team resourcing, processes and SOPs are in place to set the partnership up for success
- Track and meet weekly customer experience & operations internal and external partnership goals and use analytical skills to continuously propose solutions to improve
- Own and respond to all partnership member feedback to ensure the best user experience
- Work cross functionally with product, tech and marketing teams to ensure the platform is set up to support the partnership customer experience related contracted services and goals
- Lead by example, fostering a customer-centric culture while implementing best practices to deliver outstanding customer experience strategies for our partners as we scale
5. Requirements
We are looking for exceptional candidates who have:
- Bachelor's degree (in related field preferred)
- Proven track-record in customer experience and partnership management, specifically in a digital or telemedicine setting
- 3+ years experience in customer experience function with 1-3 years of management experience
- Strong experience working cross functionally with operations, marketing and tech teams to drive effective strategies to improve customer retention
- Strong analytical skills to leverage quantitative insights and drive continual improvement
6. Attributes we look for
- Track record of consistently delivering excellent results in a fast-paced environment
- You can operate independently and have enough experience to set and prioritize your own task load to achieve department level goals
- You anticipate potential challenges and get ahead of them, assessing risk to understand when and how issues should be escalated to gain quick resolution
- Resourceful, hard working, and eager to roll your sleeves up to execute every detail
- Excellent multi-tasking and time-management skills, with the ability to prioritize tasks
- Effective written and verbal communication who can inspire trust and confidence
- Embrace learning and feedback
- Passion for our mission to advance health equity and supporting women
7. Our cultural values
- Our mission is our north star, providing high quality healthcare to underserved women
- We treat people with care, including team members, our users, clinician partners, and pharmacy partners
- We hold ourselves to high standards
- We create an environment where people can show up as their authentic and best selves
- We have a growth mindset fueled by curiosity, openness to feedback, and focus on constant improvement
8. Compensation & Benefits
- Base compensation between $65-85k
- Attractive stock options and bonus package
- Medical, dental, and vision insurance
- Paid 12-week parental leave
- Fertility & family-forming financial assistance
- PTO that increases with tenure
- Access to 401k
- Additional work-from-home support & perks
9. How to apply
Please complete the application form and upload your resume here. Thank you for your interest and we look forward to reviewing your application!
