About VaxCare:

Are you looking for role in a product management group that can meaningfully impact the physical health of the United States' population for the next 20 years? Do you want to help create software that transforms how healthcare vaccinates? VaxCare is a vaccine dispensing platform that leverages proprietary technology to improve immunization rates and overall vaccine program profitability. We are problem solvers at heart, who love to tackle big challenges with an analytical, data-driven mindset. We are constantly looking for ways to employ new technologies to develop tools and solutions that help accomplish our vision of every person fully vaccinated.

Position Summary:

An integral part of VaxCare’s “Triple Aim” effort, this lead by influence position is dedicated to using data to maximize partner experience and agent effectiveness by improving processes within Customer Care (Efficiency and Effectiveness), preventing partner issues (Prevention), and driving automation and self-service (Deflection). This role embodies the mind set of Continuous Improvement in all that Customer Care does with a deep-rooted drive to constantly find ways to improve partner and agent experiences. The role maintains a constant belief that there is always a better way, and constantly strives to find it, and uses data to prove it. This quasi leader will set the tone and pace for the Customer Care team’s success and achievement of performance goals.

Essential Duties and Responsibilities:

• Identify and successfully lead continuous improvement projects that increase efficiency and effectiveness while driving a culture of continuous improvement and innovation throughout Customer Care:
  • Map key Customer Care processes, complete with time studies. Identify and implement improvements to increase effectiveness and efficiency (ie, shorten resolution time and/or improve outcome)
  • Perform root cause analysis on inbound partner reported issues and launch initiatives to reduce their occurrences (Issue Prevention).
  • Collaborate with cross-functional teams to identify improvement opportunities and project manage action plans.
  • Conduct data analysis to measure process performance and track improvement progress.
  • Implement Lean Six Sigma methodologies to drive continuous improvement efforts.
  • Monitor key performance indicators to ensure sustained improvements are achieved.
• Oversee incoming contact channels (Chat, Phone, and Email) and identify and execute improvements to increase their effectiveness and ensure they are working properly
• Develop and execute a detailed project plan for the implementation of a new phone system for customers to call in with service issues:
  • Design the IVR to ensure efficient routing of calls
  • Conduct user training sessions to familiarize customer service representatives with the new phone system
  • Monitor and evaluate the performance of the new phone system to identify and address any issues or inefficiencies
  • Collaborate with IT and customer service teams to troubleshoot technical problems and optimize system functionality
• Drive self-service and automation for the effective and efficient resolution of partner issues:
  • Develop and implement self-service tools and resources to empower partners to resolve issues independently
  • Identify opportunities for automation in partner issue resolution processes
  • Collaborate with cross-functional teams to design and implement automated solutions
  • Monitor and analyze the performance of self-service and automation initiatives, and make data-driven recommendations for improvement
  • Provide training and support to internal teams on self-service tools and automated processes
  • Stay current on industry trends and best practices related to self-service and automation technologies

Non-Essential Duties and Responsibilities:

• Other duties as assigned

Qualifications:

• Bachelor's degree in Business, Engineering, or related field
• Proven experience in driving self-service and automation initiatives
• Ability to work effectively in a fast-paced and dynamic environment
• Knowledge of customer service principles and practices
• Proven experience in continuous improvement methodologies such as Lean Six Sigma is preferred
• Strong analytical skills with the ability to interpret data and identify improvement opportunities.
• Excellent communication and interpersonal skills to collaborate with diverse teams.
• Project management experience and the ability to lead cross-functional teams.