Measured is a telemedicine platform on a mission to make healthcare more accessible and affordable. We believe in a future where anyone suffering from chronic illness can access a world-class specialist within hours, not days, and via the comfort of their home.

Our first and flagship product is centered around obesity, which impacts over 100 million adults in the United States alone. We take an evidence-based approach to weight loss that is medically supervised and combines:

• Prescription weight loss medication delivered by providers trained in obesity, as well as lab tests and monthly check-ins.
• A tailored health plan that includes healthy recipes, customizable meal plans, educational courses, weekly goals and a number of tracking tools.
• 1:1 coaching sessions by Registered Dietitians.
• Assistance in getting insurance to cover any medication costs you might incur.

We're well funded and backed by Y Combinator and several other top-tier investors. We've got plenty of runway and are laser focused on building the future of telemedicine, where technology/AI allows specialists to scale their services to thousands of patients instead of dozens.

We're looking for teammates who are interested in being early players and helping shape company culture. We care deeply about a culture that is inclusive and equitable for people of all backgrounds and experiences. If you do not fit this exact description but feel strongly about us and this role, please reach out regardless.

Please submit your application here

About the Role

As the Manager of the Customer Experience team at Measured, you will play a crucial role in helping patients achieve their weight-loss goals through effective medication and exceptional support. Your primary responsibility will be to lead, develop, and optimize our customer experience (CX) team, ensuring the highest quality of patient interactions and driving strategic initiatives to enhance our service delivery.

Key Responsibilities

Quality Interactions with Patients

• Develop and implement comprehensive strategies to consistently elevate the quality of patient interactions across all communication channels (email, chat, SMS, and phone).
• Establish and maintain best practices for patient communication, ensuring that all team members are equipped to provide empathetic, informative, and goal-oriented support.
• Regularly analyze patient feedback and interaction data to identify areas for improvement and implement changes accordingly.
• Frequently speak directly with patients to hear their feedback and develop a deeper understanding of their journey.

Leadership and Team Management

• Lead and mentor a team of CX Leads and Associates, providing clear guidance, ongoing support, and constructive performance feedback.
• Hire additional team members (Associates and Leads) to continue to scale the team and its capabilities. 
• Foster a positive and high-performing team culture through regular meetings, recognition programs, retention, and team-building initiatives.
• Develop and implement training programs to ensure all team members are experts in our product offerings and customer service protocols.
• Manage multiple specialized pods/functions within the customer experience team, including quality assurance, patient onboarding, patient retention, and inbound/outbound sales. We are constantly testing new methods for patient engagement.

Strategy Development and Implementation

• Collaborate with senior leadership to develop and execute long-term customer experience strategies aligned with company goals.
• Identify opportunities for process improvement and innovation within the customer experience function.
• Stay abreast of industry trends and best practices, incorporating relevant insights into our customer experience strategy.

SLA and OKR Management

• Establish, monitor, and optimize key performance indicators (KPIs) and service level agreements (SLAs) for the customer experience team.
• Develop and manage Objectives and Key Results (OKRs) for the department, ensuring alignment with overall company objectives.
• Implement robust reporting systems to track team performance and provide regular updates to senior management.

Prior Authorization Management

• Oversee the prior authorization team process, ensuring efficient and accurate handling of all requirements.
• Develop strategies to streamline the prior authorization workflow, minimizing delays in patient care.
• Collaborate with the medical team to optimize the prior authorization success rate.

Cross-functional Collaboration

• Develop and maintain a feedback loop between patients, the clinical team, and the tech / product team to continuously enhance the customer experience.
• Work closely with product and technology teams to identify and implement technological solutions that improve customer experience and team efficiency.
• Collaborate with marketing and sales teams to ensure consistent messaging and seamless patient journeys.

Qualifications

• Bachelor's degree in Business, Healthcare Administration, or related field; MBA preferred.
• Experience in customer experience management, preferably in telehealth.
• Proven track record of leading and developing high-performing teams of 15+ members.
• Strong understanding of customer experience best practices and trends.
• Experience with CRM systems and data analysis tools.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.

What We Offer

• Opportunity to make a significant impact on patients' lives and contribute to the growth of an innovative healthcare company.
• Competitive salary and benefits package.
• Professional development opportunities and a culture that values continuous learning.
• Collaborative and inclusive work environment.
• Reporting to the Head of CX with 15+ years of experience who can help shape your career.

Join our team and help shape the future of patient care and weight-loss treatment!

Please submit your application here

Our stack consists of:

• Ruby on Rails / Turbo on our patient portal
• Nuxt on our acquisition funnel