Customer Delight Manager

3 weeks 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
Drive renewals, upgrades through best-in-class patient satisfaction
Manage patients directly, create their care plans and build engagement
Recruit high performing talent, establish code of conduct and train team members
Have daily team and 1:1 calls
Ensure team is meeting their performance metrics
Closely work with the Quality & Audit team and ensure timely interventions to get the best performance from the team
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
Minimum 3 years of team management experience
Valid Nutrition qualifications required
Collaborate effectively with doctors and other health care providers
Prior experience in directly generating patient referrals and renewals
Candidates from Fitness & Wellness industry are preferred

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