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Customer Delight Manager

4 months ago

Mumbai, India Veera Health Full time

Veera Health is a YCombinator, Sequoia & GFC-funded startup building digital solutions for women with chronic health conditions in India. Our mission is to combine the power of medicine, nutrition and telehealth to treat chronic conditions. We've started by treating PCOS, a chronic condition that affects 100 million women in India alone.

As a Customer Delight Manager you would be building an excellent customer care management team and ensure all care protocols are followed 100% to ensure maximum customer satisfaction, engagement and retention.


Responsibilities

  1. Drive renewals, upgrades through best-in-class patient satisfaction
  2. Manage patients directly, create their care plans and build engagement
  3. Recruit high performing talent, establish code of conduct and train team members
  4. Have daily team and 1:1 calls
  5. Ensure team is meeting their performance metrics
  6. Closely work with the Quality & Audit team and ensure timely interventions to get the best performance from the team
  7. Ensure collaborative environment and high team morale

7.  Do spot checks and audits as required on care processes

8. Ensure that escalations are handled in a proactive manner to boost customer happiness


Qualifications

  1. Minimum 3 years of team management experience
  2. Valid Nutrition qualifications required
  3. Collaborate effectively with doctors and other health care providers
  4. Prior experience in directly generating patient referrals and renewals
  5. Candidates from Fitness & Wellness industry are preferred