CX Programs Sr. Associate (Healthcare)

TL;DR

CX Programs Sr. Associate (Customer Experience): Improving end-to-end customer journeys and support strategies for a mental healthcare platform with an accent on cross-functional collaboration and data-driven insights. Focus on designing scalable CX processes, leveraging AI tools for efficiency, and optimizing performance metrics like CSAT and TTR.

Location: Remote (USA)

Salary: $80,920 - $119,000

Company

hirify.global is a Series D mental healthcare platform that automates insurance administration to make therapy more accessible and affordable.

What you will do

• Design and iterate end-to-end customer experiences based on a deep understanding of customer needs and pain points.
• Drive improvements in key performance indicators including CSAT, TTR, and self-resolution rates.
• Manage CX change readiness for new features by mapping requirements, developing processes, and managing timelines.
• Partner with the Knowledge Management team to ensure the clarity and usability of SOPs.
• Analyze customer feedback and perform root cause analysis to provide actionable insights to cross-functional stakeholders.
• Leverage AI tools to improve team efficiency, reduce resolution times, and scale support operations.

Requirements

• Ability to translate messy customer data into clear insights and compelling narratives.
• Experience owning projects end-to-end in environments where processes are still being built.
• Strong point of view on great customer experience and a willingness to advocate for customers with Product and Ops teams.
• Must be authorized to work in the US (E-Verify participant).

Culture & Benefits

• Comprehensive rewards package including equity compensation.
• Robust health benefits: Medical, Dental, Vision, HSA, and FSA.
• Financial security with 401K and a work-from-home stipend.
• Wellness perks including therapy reimbursement and Carrot Fertility membership.
• Work-life balance through flexible PTO and 13 paid holidays plus a year-end holiday break.
• 16-week parental leave for eligible employees.