Consumer Affairs Manager

How You Will Make an Impact

• Consumer Affairs Manager will maintain a working knowledge of Great HealthWorks operational policies and procedures, products, services, promotions, and brand ambassadors.
• Lead the Consumer Affairs Team in proactively identifying, investigating, and resolving consumer complaints and inquiries effectively and efficiently.
• Consumer Affairs Manager will monitor and analyze consumer feedback data to identify trends and share insights; this includes reviewing surveys, reviews, and social media comments, to identify areas of improvement and make data-driven decisions to enhance consumer experience.
• Consumer Affairs Manager will serve as the voice of the customer and collaborate with other internal teams to ensure delivery of the best possible service by considering consumer feedback as part of our consumer's journey.
• Consumer Affairs Manager will identify essential business drivers and bridge the gap between strategic priorities of the business and commonly asked consumer inquiries.
• Create and review summary reports that address opportunities for improvement in products, services, and policies; and distribute them to various teams, such as Marketing, Product Quality, Legal, and Customer Engagement teams.
• Assist with the development and delivery of training on consumer sentiment and engagement.
• Represent our organization in interactions with external regulatory agencies, and consumer advocacy groups such as the Better Business Bureau.

What We Offer

• Amazing opportunities for career progression
• Dynamic, fun, entrepreneurial and diverse culture
• Medical (PPO or HSA) & Prescription Drug, Dental (DHMO or DPPO), Vision and Telemedicine
• Health and wellness are a top priority - committed to self-care
• 401(k) (100% match (dollar-for-dollar) up to 6% of salary deferrals)
• 2 Company-Wide Breaks, Summer & Winter
• Generous Paid Time Off and Paid Holidays
• Sick Time
• Personal Time
• Employer Paid Life Insurance
• Health Savings Account (company contributes $30 bi-weekly)
• Voluntary Life and Dependent Insurance, Short-Term Disability, Long-Term Disability, Accident, and Critical Illness
• Employee Assistance Program
• Business casual atmosphere - jeans and sneakers are okay by us

What You Bring to the Table

• 5 or more years of high-volume customer service experience with an emphasis on Customer Experience and Customer Satisfaction required.
• 5 or more years of experience in an analytical role required.
• 4 years of experience leading a team required.
• Proficient in Microsoft Office Suite with a strong emphasis on Excel, Word, Teams, and PowerPoint required.
• High school diploma or equivalent required. College Degree preferred.
• Experience with CX Strategy, including Customer Feedback Management and Brand Reputation required.
• Familiarity with CRM Applications and practices within Omni-channel Contact Center preferred.
• Experience with consumer products preferred.

EOE, DFWP

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