Manager, Care Navigation

The Role: 

Carrot is seeking a Manager, Care Navigation who will work as a mentor and coach to the Care Navigation team members (Care Navigators, Senior Care Navigators, and Team Leads) 

• Oversee the day-to-day interactions taking place with members, working closely with the Team Lead(s)
• Manage schedules, vacation, and duties of all Navigators and Team Leads related to business needs from a holistic view
• Hire and develop high-performing Care Navigators and Team Leads to provide world-class member service in multiple support channels
• Work closely with the Vice President of Member Success and Director of Care Navigation to evaluate, test, and implement departmental and operations improvement. 
• Drive operational excellence by monitoring and holding team members accountable to KPIs and individual metrics. 
• Complete quality assessments for Care Navigators and Senior Care Navigators 
• Be available to work Monday thru Friday from 9AM - 6PM PT

Minimum Qualifications:
3-5 years of experience in healthcare, insurance, or related SAAS technology leading a high-growth team dedicated to service.

• 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, people management, and organizational skills.
• Proven experience growing and scaling a large global team to offer omnichannel, multi-language, and multi-country support. 
• Passion, experience, and/or genuine interest in the family-forming space.
• Established track record of exceeding targets, KPI’s, and Service Level Agreements (SLAs).
• Proven performance management and development skills.
• Demonstrated ability to build consensus, establish trust, communicate effectively and foster culture change within the company/team.
• Demonstrated ability to implement process enhancements and efficiencies including performance.
• Demonstrated business acumen, customer awareness, and ability to create value.
• Outstanding communication skills, both oral and written, ability to manage multiple business areas and people.
• Interacts with peers and associates on business and technical issues.
• 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 expected base salary for this position will range from $113,000 - $133,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.