Customer Experience Manager - Los Angeles
Los Angeles, CA
Welcome to Next Health, the world's first Health Optimization and Longevity center. Established over 6 years ago, we have since grown to 5 locations throughout the US with a strong growth trajectory. We pride ourselves on being the preeminent leader in the field of health optimization.
Our mission at Next Health is to help people optimize their health and improve their quality of life through cutting-edge functional medicine practices. We are dedicated to providing our clients with the most advanced techniques and technologies to help them achieve their health and wellness goals.
The Customer Experience Manager ensures operational excellence by overseeing operational workflow procedures and providing the highest level of customer service to aid the company in achieving financial success.
As the Customer Experience Manager, you will be responsible for:
Ensuring that all customer touchpoints, including digital and in-person interactions, are consistent and deliver on our brand promise.
Alignment with NH core values and mission.
Worry transfer to the GM for all customer service related through dependability, integrity, and transparency.
Work closely with the Director of Sales on all revenue initiatives that should be implemented at the location.
Attend weekly touch bases with the Director of Sales for continued training, risk area assessment, metric reporting, and collaboration.
Driving all areas of membership, tech, infusion, and wellness revenue
Perform strategic outreach to leads and members
Responsible for hitting location Google and Yelp review quotas
Oversee customer service operations and ensure all customers have an exceptional experience
Develop and implement membership sales and retention strategies to meet or exceed monthly membership targets
Provide leadership, coaching, and mentoring to the front desk employees (Health Hackers) to ensure they provide exceptional customer service and adhere to company policies and procedures
Ensures all customer issues and grievances such as QA forms, inquiries, conflict resolution, etc. are addressed and resolution is offered expeditiously or transferred to GM.
Develop and maintain in-depth knowledge of all Next|Health services and be the go-to expert for new and current patient inquiries
Collaborate with General Manager to develop and implement location-specific revenue and customer experience strategies
Monitor and analyze customer feedback and satisfaction metrics to continuously improve customer experience
Maintain accurate records and reporting of revenue, membership, and customer service metrics
Expert at scouting the FTP schedule days in advance to ensure smooth operations that will ultimately improve customer satisfaction in the location. Actively manage space utilization.
Ensure compliance with all company policies and procedures, including health and safety regulations.
Supervisory responsibility of Health Hackers and front desk operations in the following areas:
- Training and coaching
- Revenue strategy
- Lead generation and marketing initiatives
- Daily operations
- Calendar management
Ad Hoc responsibilities as requested by GM or required by operations.
What to Expect
In this role, you can expect to:
Work closely with a cross-functional team to ensure a seamless customer experience
Lead and mentor a team of customer service representatives
Develop and implement customer service policies and procedures
Analyze customer feedback and data to identify areas for improvement
Handle escalated customer issues and complaints
Stay up-to-date on industry trends and best practices in customer experience management
What You’ll Bring
We're looking for someone who has:
1+ years of experience in customer experience management or a related field
Minimum 1 year in the healthcare/wellness industry preferred.
BA in Business Administration, Business Operation, Hospitality, or similar, is preferred.
Strong leadership and team management skills
Excellent communication and interpersonal skills
Analytical and problem-solving skills
Ability to work cross-functionally and collaborate with other teams
Strong project management skills
A passion for delivering exceptional customer experiences
Our Culture & Perks
We're a customer-centric company with a culture that values innovation, collaboration, and inclusivity.
Competitive salary and benefits package
Opportunities for professional growth and development
A supportive and inclusive work environment
Meaningful work that makes a difference for our customers
The expected compensation for this position is $23.00 per hour, plus benefits and bonus potential.
Pay offered may vary depending on multiple individualized factors, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
We are an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.
$23 - $23 an hour