Assistant Vice President – Customer Experience

1 month ago


india 1 Finance Full time

Responsibilities:


  • Lead the Member Success team in effectively managing tasks and assignments to ensure they are completed efficiently and with the highest quality
  • Implement quality control processes to ensure that all member interactions, issue resolutions, and support services consistently meet or exceed established quality standards
  • Foster a culture of innovation within the team to identify and implement creative solutions and strategies that enhance the overall member experience
  • Collect and provide valuable feedback on member needs, pain points, and suggestions to support product enhancements and improvements
  • Monitor team performance, evaluate key performance indicators (KPIs), and provide regular feedback to improve team effectiveness and efficiency
  • Oversee member interactions and support channels, ensuring that members receive prompt, effective, and personalized assistance
  • Generate and present regular reports on team performance, quality assurance, member feedback, and product enhancement recommendations to the management team
  • Collaborate with the management team to develop and execute member success strategies, aligning them with the goal of exceeding member expectations


Skills:


  • Strong leadership, coaching, and problem-solving skills
  • Innovation-focused mindset with a track record of implementing creative solutions
  • Excellent communication, interpersonal, and feedback-sharing abilities
  • Proficiency in customer relationship management (CRM) systems
  • Passion for ensuring a positive member experience


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