Please direct your responses to: career@willowpump.com
Is it important for you be excited and engaged by the work you do? Do you want to work in a company where your great ideas are executed and the goal is to improve the wellbeing of moms and babies?
Willow is a platform for products that help improve the lives and health of women. We are a mission-driven team of experienced inventors, mothers and fathers dedicated to making a difference in women's lives. The Willow™ Wearable Breast Pump is the first solution in our platform. Moms who pump told us that they often need to press pause on life while they pump and that their dream pump would be truly mobile and unplugged from the wall. We set out to create a better solution and we did not stop innovating until we got there. Willow is a complete re-imagining of the breast pump - it is the only all-in-one breast pump that fits in a bra. Willow is mobile, discreet and gives moms their hands back. Willow cuts the cords and banishes dangling baby bottles so busy multi-tasking moms can pump wherever the day takes them. Willow is a whole new pumping experience and it is going to change the game for women everywhere.
OPPORTUNITY
Job Title: Manager of Customer Experience
Reports to: VP, Marketing
Location: Mountain View, CA or New Jersey (East Coast) for proximity to Contact Center
We are currently searching for a customer-centric individual who believes customer experience is a key differentiator for great brands to develop and build our Customer Service Organization.
The Manager of Customer Experience is in charge of taking amazing care of our moms (aka customers), aiming to make every mom a brand advocate. To do this effectively, you will have two main responsibilities.
Customer Experience Strategy
• Collaborate with the CEO, VP of Marketing, and Director of Growth Marketing to create Willow's customer experience journey
• Maintain and analyze our customer service data, reporting insights to drive customer-centered decision making
• Consult on the execution of the Customer Experience Strategy across channels (e.g., social media)
• Own the Customer Service portion of the Customer Experience strategy
Customer Service
• Design and execute a two-tier approach to customer service - one that is highly efficient in helping moms with standard questions, and the second designed to help moms who need more attention and guidance
• Oversee and train our third party contact center providing general customer service to our moms over the phone and through email - ensuring they meet our quality standards
• Find, train, and mentor the right internal team to deploy higher-touch service
• Establish and meet financial objectives by preparing an annual budget, scheduling expenses, and course correcting where needed
• Understand and execute data capture and data privacy across all touchpoints channels
• Continually improve our operations by tracking key metrics with the goal of providing the best service level resulting in best-in-class customer satisfaction
We want to talk to you if you are…
• Experienced in product customer service, specifically oversight of Contact Centers, with at least eight (8) years of business and customer service experience and five (5) years of managing people
• Passionate about helping others and creating customer experiences that wow users and create loyalty
• An empathetic communicator and able to demonstrate the importance of listening and collaborating with internal partners and customers
• Collaborative; we need someone who can take what they hear from customers and influence other teams to improve the overall brand experience
• An analytical problem solver, with a high level of accountability
• Have healthcare experience (a plus)
• Willing to spend extensive time traveling to our third party contact center in New Jersey
Posted by: KIT List Jobs <jobposting2@kitlist.org>
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