Care Advocate Manager

The Role: 

As the Call Center Care Advocate Manager at Carrot Fertility in Des Moines, Iowa, you will be responsible for leading and managing a team of call center representatives who provide exceptional customer service and support to our members. 

This role will require 4 days in office a week, with the 5th day being remote/hybrid. There will be two shifts: 6am-3pm PST and/or 11am-8pm PST. 

The Care Advocate manager will be responsible for leadership, team management, customer service excellence, performance monitoring and improvement, training and development, as well as collaboration and process enhancement. You will be expected to set clear performance expectations, provide coaching and feedback, and offer professional development opportunities to maximize individual and team performance. 

They will oversee the resolution of complex member inquiries or issues to ensure timely and satisfactory resolutions and develop a deep understanding of the company's products, services, and processes to provide accurate information and guidance to both members and the team. 

The Team: 

As the Call Center Care Advocate Manager you will collaborate with a diverse team, both remotely and on-site. Interacting with the Director of Care Navigation, the VP of Member Success, and multiple operations professionals, you will drive exceptional customer service, operational excellence, and meaningful impact on our members' fertility journeys. Join our team and contribute to a collaborative work environment that values communication, inclusivity, and continuous improvement.

Minimum Qualifications: 

• Bachelor's degree in business, communication, or a related field preferred.
• 3-5 years of experience in call center management, preferably in a healthcare or insurance-related industry.
• Proven track record of effectively leading and managing a team of call center representatives.
• Established track record of exceeding targets, KPI’s, and Service Level Agreements (SLAs).
• Strong customer service and problem-solving skills, with the ability to handle escalated customer issues.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with individuals at all levels of the organization.
• Proficiency in data analysis and reporting, utilizing relevant software and tools.
• Knowledge of fertility benefits or healthcare industry is a plus.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

Preferred Qualifications:

• Previous experience with ZenDesk and/or ZenDesk Talk software
• Ability to work independently with little management or direction on routine duties or projects, minimal general instruction on new assignments.
• Requires extensive customer service experience (inclusive of phone and email support), people management, and organizational skills.
• Proven experience growing and scaling a large global team to offer omnichannel, multi-language, and multi-country support. 
• Demonstrated ability to implement process enhancements and efficiencies including performance.
• Demonstrated business acumen, customer awareness, and ability to create value.
• Ability to oversee or direct functions, delegate work, and effectively negotiate issues with leadership

Compensation: 

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $106,000-$130,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.