Certified Peer Support Specialist providing mental health and substance use disorder recovery support. Assisting clients through education, case management, and peer counseling while maintaining confidentiality.
About the role
- Operations Lead driving execution of customer service strategies in a cancer detection company. Overseeing daily operations to enhance customer experience and operational efficiency.
Responsibilities
- Lead the development and implementation of new customer service programs, tools, and initiatives from concept through completion.
- Act as the primary point of contact for internal stakeholders on all customer service operational initiatives.
- Analyze performance data to identify pain points, trends, and opportunities for improvement.
- Build reporting frameworks and dashboards to monitor key performance indicators. Prepare reports for upper management or other departments, including production statistics and forecasting projections.
- Optimize and document workflows to improve efficiency, scalability, and quality of service.
- Develop and refine standard operating procedures (SOPs) for customer service operations.
- Ensure readiness and alignment across teams for new launches, process updates, and operational changes.
- Research best practices, tools, and emerging trends in customer service operations.
- Identify and test new models or technologies to enhance team performance and the customer experience.
Requirements
- Bachelor’s degree or equivalent experience required
- 8-10 years of experience in customer service, operations, or a related field
- Proven experience leading operational initiatives or programs.
- Strong analytical skills with the ability to interpret complex data sets and drive insights.
- Demonstrated ability to collaborate cross-functionally and manage multiple priorities.
- Solid project management skills and ability to influence and drive decision making.
- Familiarity with contact center tools and technologies (e.g., CRM, ticketing systems, knowledge bases).
- Excellent verbal and written communication skills.
- Experience managing teams or mentoring others, even in an unofficial capacity, preferred.
- Experience in fast-paced, high-growth environments.
- Prior exposure to CX tools, automation platforms, or workforce planning
- Knowledge of project management tools and methodologies.
Benefits
- flexible time-off
- 401k with a company match
- medical plans
- dental plans
- vision plans
- carefully selected mindfulness offerings
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