Job Description
Map and continuously refine the entire support journey (billing, pharmacy coordination, clinical questions, shipping). Build SOPs, routing rules, and SLAs that balance speed with regulatory compliance (HIPAA, PCI, PIPEDA). Partner with Workforce Management to forecast volume and set staffing plans that hit response-time targets. Own the Help Center and internal knowledge base: develop taxonomy, review cadence, and authoring standards. Roll out macros, checklists, and playbooks that shrink time-to-resolution and rep ramp-up. Run weekly coaching, QA calibrations, and “voice of customer” debriefs to keep quality and empathy high. Define the CS metrics stack (CSAT, FRT, AHT, NPS, deflection) and build dashboards in Intercom, Looker, or similar. Run data deep-dives, pinpoint bottlenecks, and champion cross-team projects that improve patient experience. Present monthly Ops reviews to execs, highlighting wins, risks, and next-quarter priorities. Implement targeted Intercom bots, triggers, and integrations that remove repetitive clicks for reps and customers alike. Evaluate third-party apps (AI assist, QA, billing) and own vendor relationships and renewals.
About Winona
Winona is one of the leading telemedicine companies providing HRT for women in menopause.