Customer Experience Operations Enablement Lead
Lifeforce
Customer Service, Operations
Remote
Posted on Oct 2, 2024
Lifeforce is the leading longevity medicine program in the U.S., redefining proactive care. We
combine diagnostics, expert doctors, personalized health coaching, and cutting-edge longevity
therapies into one comprehensive program that empowers people to live their healthiest lives.
As we continue to grow, we’re looking for a dynamic and highly skilled Customer Experience
Operations Enablement Lead to join our team. This key role will drive the success of our Client
Experience team by optimizing processes, systems, and tools that our front-line experience teams
rely on every day.
As the Customer Experience Operations Enablement Lead, you will:
- Lead operational enablement initiatives to ensure front-line teams (Customer Support,
- Diagnostics, Health Coaching) are fully supported with the tools and resources they need.
- Drive operational improvements by identifying inefficiencies and implementing scalable solutions that enhance team productivity and customer satisfaction.
- Collaborate cross-functionally with Clinical Operations, Engineering, Product, Marketing, and Brand to execute impactful initiatives.
- Manage Zendesk Support as the system administrator, ensuring seamless functionality across the team’s daily operations.
- Develop training programs to upskill front-line associates, ensuring they can confidently respond to customer inquiries and adapt to new tools.
- Analyze operational performance data to create actionable insights, report on key trends, and recommend enhancements.
- Coordinate cross-functional projects aimed at optimizing performance and launching new
- initiatives, ensuring project milestones and deliverables are met.
- Maintain up-to-date knowledge base content and training materials for the CX team to ensure consistency and accuracy.
What We’re Looking For:
- Experience: 3+ years in operations, process improvement, or project management, ideally within telehealth or a high-growth start-up environment.
- Zendesk Expertise: Administrator-level proficiency with Zendesk (or similar tools) is required.
- Problem-Solving: You have a proven track record of solving complex problems, using data analysis, process mapping, and stakeholder feedback to drive solutions.
- Collaboration: Strong ability to work across teams and departments, communicating effectively with various stakeholders.
- Self-Starter: You thrive in fast-paced environments and are proactive in identifying areas for improvement.
- Remote Experience: Prior experience working remotely is a plus, as this role is fully remote.
- Curiosity & Innovation: You seek out new ideas and approaches, pushing boundaries to create innovative solutions.
- Exceptional Communication Skills: You can communicate clearly across all channels and with various team members, from front-line associates to executive leadership.
What We Offer:
- Collaborative Environment: Join a talented, creative, and emotionally intelligent team dedicated to making a real difference.
- Compensation: Competitive salary range of $80K-$120K, with equity opportunities.
- Comprehensive Benefits: Healthcare, Dental, Vision, and more.
- Culture-Building: Help shape the culture of a rapidly growing company as a key early
- contributor.
- Impactful Work: The opportunity to have a direct and significant impact on the success of
- the company and the lives of our clients.
Please note: We are aware of job scams. If you are contacted about this role, ensure communication
is from someone with an email domain @mylifeforce.com.
Lifeforce does not use Microsoft Teams for interviews and will never request sensitive information like banking details as part of the interview process.
