Team Manager - Client Relationships

Concord, CA
Client Care & Success
Full-time

Honor, at its core, is an end-to-end services company, and prides itself on providing the best care possible to all of our clients.  As part of our service model, every premium Honor client is assigned to a Care Concierge who serves as the single point of contact and is responsible for qualifying, scheduling, and ongoing support and management of the relationship.  Care Concierge frequently deal with families going through serious illness and delicate family dynamics. Because clients can be in elevated emotional states when interacting with Honor, this requires a calm and solution­-oriented mindset to steer clients and care providers toward the right course of action where all parties are satisfied with the outcome.

The Team Manager - Client Relationships will be responsible for the leadership and operational execution of a team of Care Concierges focused on delivering world-class service. This role must manage competing priorities and regularly partner with cross-functional teams to deliver a highly personalized client experience at every touchpoint in the customer journey.  We’re looking for someone with a distinctive customer-orientation and passion for leading and developing people to consistently exceed client expectations.

Skills & Responsibilities:

    • Develop, grow, manage and mentor the Care Concierge team to ensure the highest quality customer interactions
    • Establish best practices and quality assurance audits to provide personalized coaching and feedback to ensure an exceptional customer experience both on inbound and outbound communication
    • Define performance metrics and supporting processes to continuously improve the quality and impact of each touchpoint between the Care Concierge and clients
    • Effectively handle and resolve client escalations using sound judgment, a strong client-orientationFocus team on experience quality as well as customer lifetime value
    • Cultivate a professional and fun, results-oriented team environment that rewards top performers, promotes growth and attracts top talentIdentify opportunities to enhance efficiency while maintaining service levels
    • Build and maintain new hire training and employee development programs

Qualifications:

    • 5-7 years experience in a high touch, direct-to-consumer business
    • Minimum 3-5 years experience managing a team
    • Experience working in a high-growth, unstructured environmentThrives in a fast-paced and rapidly-changing environment
    • Ability to coach teams to manage highly ambiguous situations to satisfying outcomesExceptional leadership, time management, interpersonal, and analytical skills
    • Experience in healthcare strongly preferred
    • Experience working in a 24/7 service environment preferred