GoodRX | $91,000-$193,000, geography-based
Steph's Notes:
Job application is through Workday. My condolences.
Original Job Description: Senior CX Strategy and Operations Manager
GoodRx is America’s healthcare marketplace. Each month, millions of people visit goodrx.com to find reliable health information and discounts for their healthcare — and we’ve helped people save $60 billion since 2011. We provide prescription discounts that are accepted at more than 70,000 pharmacies in the U.S., as well as telehealth services including doctor visits and lab tests. Our services have been positively reviewed by Good Morning America, The New York Times, NBC News, AARP, and many others.
Our goal is to help Americans find convenient and affordable healthcare. We offer solutions for consumers, employers, health plans, and anyone else who shares our desire to provide affordable prescriptions to all Americans.
About the Role
We’re looking for an experienced Operations Manager to lead new Programs on our growing Customer Service team. You will operationalize new initiatives to expand proactive outreach to our growing customer base. You’ll work closely with our service teams, and partner with stakeholders across the organization including Product and Marketing to drive successful initiatives.
To be successful in this role, you will be a customer-obsessed Strategy & Ops PM, who is passionate about providing best-in-class service. You will have experience using data-driven insights to drive revenue-facing initiatives from ideation to exit. Successful candidates will be curious and quick learners, with an entrepreneurial spirit around autonomy and ambiguity. Ideal candidates will have experience in business development, and leading campaigns focused on proactive outreach, as well experience in a customer service organization with both inbound and outbound call center programs.
Responsibilities
- Identify, measure, and execute on new initiatives for GoodRx to drive revenue while also helping customers gain more value.
- Collaborate with internal and external stakeholders to drive program success and determine program needs and requirements
- Leverage innovative, data-driven target-setting, tools, and KPIs to ensure we have a pulse on the team and its operations.
- Create and analyze reports for program success to provide insight into overall efficiency and effectiveness, as well as opportunities for future initiatives
- Research customer or business issues and make data driven decisions to improve business strategy
- Drive Programs to support shared goals with Product / Marketing
- Experience driving proactive campaigns and initiatives to better customer experiences, revenue, and efficiency.
- Be consistently excited about providing world-class support to millions of customers
Skills & Qualifications
- 3+ years experience managing program operations and strategy in a high-growth environment.
- 7+ years of experience in customer support or business development.
- Experience leading multi-channel campaigns to drive revenue through phone, chat, and email in partnership with CRM / Marketing teams
- Demonstrated track record of spearheading successful cross-functional initiatives across support or business development teams.
- Experienced working and building relationships with vendors and external partners
- Experienced in stakeholder management, with strong proficiency in managing tasks and timelines across multiple teams to meet targets.
- Experienced in establishing target metrics for new initiatives, including volume forecasting and defining metrics of success
- Comfortable leading initiatives independently with minimal supervision
- Desire to work in a fast-paced environment that evolves with customer needs
- Proficient in data analytics; ZenDesk Explore or Salesforce preferred
- Well-versed in change management principles in a continually evolving environment.
- Exceptional writing and editing skills; strong interpersonal communication, organizational and time management skills
Nice to Have
- Experience with call centers
- Experience in training, content development, or L&D
- Certified experience with ZenDesk or Salesforce
- Experience having led Customer Success, BDR, and/or Sales-oriented teams.
- Experience generating Voice of Customer Insights
At GoodRx, pay ranges are determined based on work locations and may vary based on where the successful candidate is hired. The pay ranges below are shown as a guideline, and the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and other relevant business and organizational factors. These pay zones may be modified in the future. Please contact your recruiter for additional information.
San Francisco Office:
$121,000.00 - $193,000.00
New York and Seattle Offices:
$111,000.00 - $177,000.00
Santa Monica Office:
$101,000.00 - $161,000.00
Other Office Locations:
$91,000.00 - $145,000.00
GoodRx also offers additional compensation programs such as annual cash bonuses and annual equity grants for most positions as well as generous benefits. Our great benefits offerings include medical, dental, and vision insurance, 401(k) with a company match, an ESPP, unlimited vacation, 13 paid holidays, and 72 hours of sick leave. GoodRx also offers additional benefits like mental wellness and financial wellness programs, fertility benefits, generous parental leave, pet insurance, supplemental life insurance for you and your dependents, company-paid short-term and long-term disability, and more!
We’re committed to growing and empowering a more inclusive community within our company and industry. That’s why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has a seat at the table and the tools, resources, and opportunities to excel.
With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. GoodRx is committed to leveling the playing field, and we encourage women, people of color, those in the LGBTQ+ communities, and Veterans to apply for positions even if they don’t necessarily check every box outlined in the job description. Please still get in touch - we’d love to connect and see if you could be good for the role!
GoodRx is America's healthcare marketplace. The company offers the most comprehensive and accurate resource for affordable prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast, as well as a telehealth marketplace for online doctor visits and lab tests. Since 2011, Americans with and without health insurance have saved $60 billion using GoodRx and million consumers visit goodrx.com each month to find discounts and information related to their healthcare. GoodRx is the #1 most downloaded medical app on the iOS and Android app stores. For more information, visit www.goodrx.com.
