Medly Pharmacy Hiring for Call Center Project Manager Job at Ogden, UT Full Time

We’re Medly, a human-centered digital pharmacy that prioritizes patient well-being. Our mission is to deliver prescriptions to patients at prices they can afford – regardless of income, lifestyle, language or diagnosis. We live our mission to democratize healthcare by leveraging technology to create accessible tools for improving lives. Visit us online at www.MedlyPharmacy.com.

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Job Description

We are seeking a Project Manager that is passionate about developing and executing projects that aim to improve the customer experience, help scale our operations and eliminate defects from our internal processes. This position requires a unique balance of resourcefulness, tech savvy, operational excellence, strategic thinking, and collaborative stakeholder management. The individual in this role will be responsible for driving efficiency and promoting process improvements across the customer experience team by analyzing the effectiveness of existing business processes and identifying actionable opportunities for meaningful improvement. As Project Manager, you’ll coordinate operational and technical work streams across multiple teams and stakeholders and collaborate with a variety of internal teams to deliver project results. This will include analyzing data to initiate and develop procedures that reduce process complexity, reduce cost, and improve team productivity. The Project Manager will serve as a subject matter expert and ambassador for the customer experience team within Medly. They will partner with others to facilitate various change management projects and support the implementation of new technologies, vendors, products or best practices that promote operational excellence.

Core Responsibilities / What you’ll do:

• Serve as the Project Manager to own key Customer Experience initiatives, monitoring and communicating the status of all projects, ensuring deadlines and milestones are met

• Develop, optimize, and sustain business processes through collaborative design

• Own end-to-end planning and execution of projects, contributing towards defined success criteria across all work streams

• Develop and own project documentation, create persuasive communications that are data-driven, visually compelling, and unite cross-functional teams in service to the customer

• Collaborate with key stakeholders to manage implementation plans, metrics, controls and technology requirements with key stakeholders

• Take guidance from Customer Experience leadership on broad areas of focus to develop, drive and successfully deliver on key projects, create specific recommendations and action plans to drive product, people, and process improvement strategy across customer touchpoints

• Serve as the organizational expert in best practices for Customer Experience and conduct research, industry benchmarking and seek to implement best practices

• Serve as a thought partner and strategic co-creator with Customer Experience leadership to develop and champion projects that push the envelope on customer experience innovation, drive quality, and improve the employee experience. Provide guidance on emerging technology to enhance our product and customer experience.

Desired Qualifications / What you’ll do:

• 5 years project management background, ideally in a contact center or operations environment: planning, analyzing data, prioritization, project communication, change management

• 3-5 years experience managing large, cross-functional initiatives, with an emphasis on process improvement, customer experience, and change management

• Strong operator with 8 to 10 yrs customer service experience (at a high growth healthcare tech startup preferred) across multiple channels (voice, email, text, chat, etc.)

• Ability to manage projects with autonomy while involving the right people along the way: communicating project strategy, scope, and direction

• A master multitasker: strong solution-focused work ethic with a high degree of flexibility, supporting multiple projects of varying complexities and priorities with ease

• Strong analytical problem-solver with an organized approach to developing influential business cases for new ideas – converting raw data into useful information that drives change

• Experience facilitating cross-functional team discussions, including well-developed negotiation skills and providing direction while not having direct authority

• Excellent written and verbal communication skills: you can host a meeting and develop content for varied audiences, from customer experience associate to C-Suite executives

• Must have a passion for customer experience and be familiar with how customer contact centers work, industry best practices, tools & systems, and metrics/KPIs.

• Prefer hands-on experience with Six Sigma defect elimination / Lean process design

• Familiarity with our most often used technologies a plus: Genesys, Zendesk, Guru, etc.

• A builder mindset: Willingness to get hands dirty and do what it takes to ensure team success

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Job Type: Full-time

Pay: Up to $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Work Location:

• One location

Work Remotely:

• No