Customer Experience Manager: Partners

As a Customer Experience Manager: Partners at Wellhub, your primary responsibilities include developing operational strategies to enhance partner satisfaction, managing a team of customer service agents, and analyzing data to improve processes. You'll also be the voice of our partners within the company, making sure their needs are met effectively.

Wellhub requires candidates for the Customer Experience Manager: Partners position to have a bachelor's degree in Business Administration, Management, or a related field, along with a minimum of three years of experience managing customer service operations. Experience with analytics tools such as Zendesk and strong leadership skills are also essential.

At Wellhub, caring for employee wellbeing is a cornerstone of our culture. The Customer Experience Manager: Partners will help foster an environment that prioritizes self-care, flexible work schedules, and access to wellness resources, ensuring that both the manager and their team can thrive personally and professionally.

The Customer Experience Manager: Partners will supervise a dedicated team of four customer service agents, with opportunities for the team to grow as our operations expand. Your leadership will be crucial in providing guidance and development for your team, ensuring they deliver excellent service to our partners.

Wellhub is committed to the growth of its employees. As a Customer Experience Manager: Partners, you'll engage in ongoing training and development opportunities, participate in performance-based compensation programs, and have the chance to advance your career within a fast-growing tech company that truly values its team.

Absolutely! In your response, focus on specific examples of how you've successfully led teams, implemented operational strategies, and improved customer outcomes. Highlight any relevant metrics or achievements to demonstrate your impact.

When addressing escalated customer issues, it's important to listen actively, empathize, and seek a resolution collaboratively. Sharing a specific example of a time you successfully resolved such an issue will illustrate your problem-solving skills effectively.

Discuss your experience with tools like Zendesk, Tableau, or others relevant to this role. Explain how you've used data analytics to inform decisions, enhance team performance, or identify areas for process improvement.

Creating a positive team environment involves fostering open communication, providing ongoing feedback, and celebrating successes. Share concrete strategies you've used to build rapport and motivate your team, which is crucial for the Customer Experience Manager: Partners position.

Provide a detailed answer that showcases your critical thinking. Explain a situation where you identified an inefficiency, the steps you took to address it, and the positive outcomes that resulted from your actions.

Outline specific strategies that are relevant to the Customer Experience Manager: Partners role, such as regular feedback loops, personalized communication, or training for agents to better understand partner needs. Relate these directly to Wellhub’s goals for improvement.

Share your personal project management techniques, such as using to-do lists, prioritizing by impact, or utilizing project management software. Highlighting a real-world example will make your response more relatable and convincing.

Talk about specific customer service metrics you’ve used in the past, such as CSAT scores, response times, or resolution rates. Be sure to mention how you utilize these metrics to create development plans for your team.

Effective communication is critical in customer experience. Discuss how proactive communication can prevent issues, enhance customer satisfaction, and build trust with partners. Provide examples from your prior experience that highlight the importance of communication.

Your answer should reflect your passion for the role and the company’s mission. Highlight how Wellhub's dedication to employee wellbeing resonates with your personal values and how you can contribute to that mission with your experience and skills.