Manager, Support Ops And Vendor Management

GoodRx is America's healthcare marketplace. Each month, millions of people visit goodrx.com to find reliable health information and discounts for their healthcare - and we've helped people save $60 billion since 2011. We provide prescription discounts that are accepted at more than 70,000 pharmacies in the U.S., as well as telehealth services including doctor visits and lab tests. Our services have been positively reviewed by Good Morning America, The New York Times, NBC News, AARP, and many others.

Our goal is to help Americans find convenient and affordable healthcare. We offer solutions for consumers, employers, health plans, and anyone else who shares our desire to provide affordable prescriptions to all Americans.

About the role

As the Manager of Support Operations and Vendor Management at GoodRx, you will play a pivotal role in advancing our mission within the customer support team, known as Patient Advocacy. Your responsibilities will include leading and expanding our customer service delivery function in collaboration with our Business Process Outsourcing (BPO) partner. Additionally, you will provide crucial support to our Support Operations team, ensuring they effectively meet the day-to-day requirements of our vendor to deliver exceptional customer service. You will champion our vision for live customer support and proactive engagement with pharmacy partners, while also exploring new channels to enhance customer engagement.

Managing the BPO relationship and core support operations will be central to your role, along with guiding your team to effectively meet and exceed the service levels and key performance indicators we use to ensure efficient, high-quality support interactions occur every time with our customers.

Responsibilities:

• Manage vendor performance, proactively detect potential risks and take decisive actions to ensure and maintain high performance standards.

• Own our operational KPIs, and identify and report on trends early and often. Use insights to identify, recommend, and formulate process improvements.

• Launch new support initiatives with our vendor that require strategic planning around strong operational efficiencies and effective workflows.

• Drive a balance between great customer experience and operational efficiency.

• Assist the director with forecasts and budgets.

• Develop and refine escalation processes for customer issues. Proactively follow-up with unsatisfied customers to ensure issue resolution and customer satisfaction.

• Collaborate with L&D to develop content, training, and quality programs that support the vision for the team.

• Identify areas of opportunity to improve our business by understanding customer needs.

• Advocate for sophisticated internal tools so agents can do a great job and love their work.

• Advocate to automate processes to drive better customer experiences, revenue, and agent efficiency.

• Partner with our Growth teams to operationalize new, proactive, revenue-generating strategies for GoodRx that help customers get more value.

• Develop and execute a process improvement roadmap to drive efficiencies and improve agent and customer experiences.

• Be a hands-on crisis manager at critical moments in the operation.

• Manage a small team of support operations specialists..

• Regular quarterly travel both domestically and internationally, to provide on-site support to our BPO sites as necessary.

Qualifications:

• Bachelors degree in business management, communications, or systems management, or the equivalent in years of experience

• 5+ years of experience as a manager of customer services and customer success teams in high-growth tech companies.

• 5-7+ years of diverse customer support domain experience.

• Experience leading multi-channel BPO vendor 100-200 agents and 1M+ contacts/year.

• Skilled and graceful hands on problem solver.

• Hands-on experience with key support tools (e.g. SFDC, Zendesk, Amazon Connect, Qualtrics, chat tools, etc.).

• Experience with multiple customer service channels including call center, social media, chat, phone, and email operations.

• Experience managing and finessing the relationship with BPO onshore partners.

• Experience facilitating changes around new processes and technology in a continuously evolving environment.

• High EQ and cultural leadership skills. Exceptional verbal and written communication skills.

• Experience with on-shore and nearshore operations is a must.

• Strong, critical thinking and negotiation skills are required.

At GoodRx, pay ranges are determined based on work locations and may vary based on where the successful candidate is hired. The pay ranges below are shown as a guideline, and the successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, and other relevant business and organizational factors. These pay zones may be modified in the future. Please contact your recruiter for additional information.

San Francisco and Seattle Offices:

$108,000.00 - $173,000.00

New York Office:

$99,000.00 - $158,000.00

Santa Monica Office:

$90,000.00 - $144,000.00

Other Office Locations:

$81,000.00 - $130,000.00

GoodRx also offers additional compensation programs such as annual cash bonuses and annual equity grants for most positions as well as generous benefits. Our great benefits offerings include medical, dental, and vision insurance, 401(k) with a company match, an ESPP, unlimited vacation, 13 paid holidays, and 72 hours of sick leave. GoodRx also offers additional benefits like mental wellness and financial wellness programs, fertility benefits, generous parental leave, pet insurance, supplemental life insurance for you and your dependents, company-paid short-term and long-term disability, and more!

We're committed to growing and empowering a more inclusive community within our company and industry. That's why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has a seat at the table and the tools, resources, and opportunities to excel.

With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. GoodRx is committed to leveling the playing field, and we encourage women, people of color, those in the LGBTQ+ communities, and Veterans to apply for positions even if they don't necessarily check every box outlined in the job description. Please still get in touch - we'd love to connect and see if you could be good for the role!

GoodRx is America's healthcare marketplace. The company offers the most comprehensive and accurate resource for affordable prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast, as well as a telehealth marketplace for online doctor visits and lab tests. Since 2011, Americans with and without health insurance have saved $60 billion using GoodRx and million consumers visit goodrx.com each month to find discounts and information related to their healthcare. GoodRx is the #1 most downloaded medical app on the iOS and Android app stores. For more information, visit www.goodrx.com.