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Maven // health & wellness clinic for women
New York City    Posted: Friday, February 12, 2021
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Maven is the largest virtual clinic for womens & family health with a mission to improve the health of the world-- one woman, one family at a time. Mavens unique care model enables employers & health plans to improve maternal health outcomes & lower costs, while empowering parents to grow their families while growing their careers. Its platform is global, includes personalized programs across fertility, maternity, & parenting/pediatrics, & offers 24/7 access to Mavens proprietary telemedicine network, the largest in womens health. 

Founded in 2014 by CEO Katherine Ryder, Maven was recognized in 2020 as Fast Companys #1 Most Innovative Health Company. Maven has supported over 8 million women & families, & raised $92 million in funding from leading investors like Sequoia Capital, Oak HC/FT Partners, Icon Ventures, & individual strategic investors Reese Witherspoon, Mindy Kaling, Natalie Portman, & Anne Wojcicki. 

Maven is looking for an experienced Senior Manager of Care Support to lead our new customer service team. As the Senior Manager, you will play a pivotal role in designing & building the teams structure, processes, tooling & culture. You will lead with empathy & be relentlessly focused on efficiency & results. We are seeking a manager who is both strategic & tactical, ready to roll up their sleeves & problem-solve with team members. You will bring passion with a proven record of motivating others, as you will be responsible for growing the team. This is a great opportunity to be a program builder & people leader at a fast-growing, mission-oriented company.  

As a Senior Manager, Care Support at Maven, you will: 

  • Bring your passion for building to create, scale & lead Mavens Care Support team, a 24/7/365 operation
  • Work alongside the Care Advocacy (Care Management) & Care Operations teams to ensure members & providers have an exceptional experience using the Maven platform
  • Learn the ins & outs of Mavens business & the day-to-day CX responsibilities, diving in to directly master our various communication channels & referral generation processes
  • Act as a point of escalation for customer issues, driving problems to resolution while managing communication with key stakeholders
  • Use your continuous improvement mindset to define & iterate on processes, making positive enhancements to drive efficiency, value, & accountability toward KPIs
  • Establish & ensure team performance metrics are met; including but not limited to: productivity, response time, NPS, CSAT, & CES 
  • Collaborate cross-functionally with our Care Advocacy, Care Operations, Product, Data, Provider Operations, Engineering, & Client Success teams
  • Develop a culture focused on exceptional & empathetic customer service
  • Further enhance team training & coach individual team members through career & skill development in partnership with People Team leadership

Were looking for you to bring:  

  • 5-7 years of experience in CX at a digitally-driven company, with at least 3 years of management experience
  • Proven experience mentoring & coaching team members
  • Flexibility & experience managing in fast-paced, high-growth environments with experience in workforce planning
  • Experience managing omni-channel support: voice, live chat, email
  • Proven track record of driving improvement with impactful & measurable results 
  • Willingness to get in the weeds with direct reports
  • Strong written & verbal communication skills with a sharp attention to detail
  • Schedule flexibility to meet with direct reports who may work non-traditional hours 
  • Process improvement & operational excellence skills, with specific experience in Zendesk
  • Experience building remote teams

Helpful experiences & skills (if you dont have them, you can learn them with us!):

  • Background in a healthcare-related field

At Maven we believe that a diverse set of backgrounds & experiences enrich our teams & allow us to achieve above & beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application & how it can be additive to our teams.  

Benefits & Perks: 

Maven employees are united in their quest to improve the health & well-being of women & their families in our community. We seek to empower all of our team members to fulfill that mission & reach their full potential regardless of function, geography or experience level. Thats why we invest in our employees, who are our most important asset in achieving our mission. To that end, we offer:

  • Choice of great medical, dental, & vision insurance plan options, including a plan for which the premium for Mavens is 100% covered by Maven
  • Access to the Maven platform service & free Maven appointments for Mavens & generous credits for family & friends
  • Free One Medical membership
  • 401(k) plan
  • Unlimited paid time off
  • Monthly stipend for your choice of wellness benefits
  • Weekly stipend for a *free* lunch
  • One-time stipend to enhance your work from home experience (We will be working remotely until sometime next year!)
  • A variety of virtual team events such as musical performances, game nights & happy hours
  • 12 weeks parental leave & 2 weeks flexible time upon return
  • Annual professional development stipend
  • 1 month paid sabbatical after 5 years

Maven is an equal opportunity employer. We celebrate diversity & are committed to creating an inclusive environment for all employees.

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