Strategic & Operational Leadership:
- Develop a business plan that anticipates future growth and technological shifts.
- Implement tools and processes to handle thousands of multi-channel tickets per week while meeting cost-to-serve targets.
- Lead the strategy for integrating AI-driven support tools to automate routine workflows.
Team Development & Management:
- Grow a team of incredible Customer Support Managers, Member Advocates, and a Workforce Management (WFM) Analyst.
- Ensure the team meets OKRs, SLAs, and KPIs, including CSAT, chat first response time, and call answer rates.
- Foster career growth through regular coaching, consistent 1:1s, and feedback sessions.
Data & Quality Assurance:
- Unlock support interaction data to provide actionable insights for Product, Sales, and Operations teams.
- Lead efforts in quality management, workforce forecasting, and training to ensure a consistent "white-glove" experience.
Sana Benefits
Sana is a health plan solution built for small and midsize businesses, designed around its integrated primary care service, Sana Care, ensuring members can easily access high-quality, affordable care while employers and brokers can manage company benefits. They've been remote-first since day one, with a fully distributed team across the U.S and value curiosity, ownership, and speed, building in the open, together.