Customer Experience Manager: Partners

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📌 Core Information

🔹 Job Title: Customer Experience Manager: Partners

🔹 Company: Wellhub

🔹 Location: Houston, Texas, United States

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: Wednesday, April 2, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Developing and implementing operational strategies to improve partner satisfaction.
• Leading a team of agents and managing performance.
• Implementing continuous improvements and process optimizations.
• Utilizing data for strategic decision making and operational efficiency.

ASSUMPTION: The job focuses heavily on improving the experience of Wellhub's partner network and enhancing operational processes. Assumed that strategic leadership and team management are central to this role, especially given the leadership responsibilities highlighted.

📋 Key Responsibilities

✅ Develop and implement strategies to enhance operational efficiency and partner satisfaction.

✅ Supervise and lead a team of four agents, providing guidance and development.

✅ Monitor and evaluate team performance with clear goals and metrics.

✅ Identify and implement process optimization opportunities.

✅ Establish strong relationships with the US Partnerships team for effective problem resolution.

✅ Use data analysis for strategic decisions and operational insights.

✅ Manage and control team productivity and resource utilization.

✅ Inspire well-being among colleagues and support work-life balance.

ASSUMPTION: Assumed responsibilities are comprehensive, combining leadership with a data-driven approach to enhance partner relations and operational efficiencies.

🎯 Required Qualifications

Education: Bachelor's degree in Business Administration, Management, or a related field.

Experience: Minimum of 3 years in managing customer service operations.

Required Skills:

• Proficiency in English
• Strong leadership and team management capabilities
• Analytical skills and ability to make data-driven decisions

Preferred Skills:

• Experience with Zendesk Explorer and Tableau
• Proficiency in Spanish

ASSUMPTION: The role requires a balance of technical proficiency with customer service tools and strong interpersonal skills necessary for effective team management.

💰 Compensation & Benefits

Salary Range: $59,754 - $74,693 USD annually

Benefits:

• Health, dental, vision, and life insurance
• Flexible work arrangements with hybrid/remote options
• Comprehensive wellness programs

Working Hours: 40 hours per week with options for flexible scheduling

ASSUMPTION: Assumed that salary and benefits are competitive within the industry, focusing on employee well-being and flexibility as key benefits.

📌 Applicant Insights

🔍 Company Context

Industry: Wellness and Fitness Services

Company Size: 1,001-5,000 employees, indicative of a mid-sized company with opportunities for career progression.

Founded: 2012

Company Description:

• Wellhub connects employees to premier wellness partners through an all-inclusive subscription model.
• Presence in 11 countries, serving over 15,000 companies.
• Aims to improve employee productivity and reduce healthcare costs.

Company Specialties:

• Corporate wellness programs
• Employee well-being solutions
• Health engagement platforms

Company Website: http://wellhub.com

ASSUMPTION: Assumed company context focuses on well-being innovation, aligned with industry trends in employee engagement and wellness.

📊 Role Analysis

Career Level: Mid-level management

Reporting Structure: Reports to Customer Experience Operations leadership

Work Arrangement: Hybrid with flexibility in work location

Growth Opportunities:

• Potential for team leadership growth and expanded responsibilities.
• Exposure to international operations and cross-country collaborations.
• Engagement in strategic initiatives for company expansion.

ASSUMPTION: The role offers significant growth in leadership and strategic involvement, especially as Wellhub expands.

🌍 Location & Work Environment

Office Type: Corporate office environment with flexibility provisions

Office Location(s): Houston, Texas

Geographic Context:

• Located in a major urban center with vibrant community amenities.
• Proximity to a growing business and technology hub.
• Access to a diverse talent pool and cultural activities.

Work Schedule: Standard business hours with flexible scheduling options

ASSUMPTION: Assumed that the well-being-focused work culture extends to a supportive and adaptable office environment.

💼 Interview & Application Insights

Typical Process:

• Initial application review and screening
• First-round behavioral interview
• Technical or skill-based assessment stage

Key Assessment Areas:

• Leadership and team management capabilities
• Data analysis and decision-making proficiency
• Cultural fit with the company’s wellness-driven mission

Application Tips:

• Highlight relevant CX and leadership experience clearly.
• Emphasize familiarity with wellness and fitness industries.
• Prepare to discuss strategic initiatives you’ve led in past roles.

ATS Keywords: Customer Experience, Team Management, Operational Strategy, Data Analysis, Zendesk

ASSUMPTION: Assumed candidates are assessed on technical expertise alongside cultural alignment with Wellhub’s mission.

🛠️ Tools & Technologies

• Zendesk for customer service operations
• Salesforce for CRM management
• Tableau for data analytics and visualization

ASSUMPTION: Assumed the successful candidate will need to be adept with these tools given the operational and analytical focus of the role.

👔 Cultural Fit Considerations

Company Values:

• Well-being and employee health prioritization
• Innovative and adaptable work practices
• Supportive and inclusive company culture

Work Style:

• Flexible and adaptive to changing environments
• Data-driven yet empathetic approach to decision-making
• Collaborative teamwork and effective communication

Self-Assessment Questions:

• How have you led a team in achieving customer satisfaction goals?
• What strategies have you implemented to improve operational efficiency?
• How do you maintain a balance between strategic planning and day-to-day operations?

ASSUMPTION: Assumed that cultural fit is essential and aligned with the value-based approach of Wellhub, encouraging wellness and innovation.

⚠️ Potential Challenges

• Rapidly changing tech landscape in wellness industry.
• High expectations for seamless operations across diverse partnerships.
• Balancing strategic oversight with tactical execution.
• Adapting to hybrid work model developments.

ASSUMPTION: Assumed that challenges will involve adapting to industry innovations and maintaining high operational standards.

📈 Similar Roles Comparison

• This role focuses heavily on partner experience, unlike customer-focused roles.
• Greater responsibility in team management compared to standard CX roles.
• Higher emphasis on strategic leadership and data-driven decision-making.

ASSUMPTION: Assumed that the role comparison highlights the diverse skill set required, combining analytics, leadership, and partner management.

📝 Sample Projects

• Development of wellness partner engagement initiatives.
• Implementation of data analytics tools for operational insights.
• Cross-functional workshops to address partner feedback and service improvements.

ASSUMPTION: Assumed that sample projects will focus on innovating partner engagement and enhancing CX operational processes.

❓ Key Questions to Ask During Interview

• How does this role contribute to Wellhub’s broader mission?
• What tools and processes are currently in place for partnership management?
• What are the current challenges the team faces?
• How is success measured in this role?
• What opportunities exist for professional development?

ASSUMPTION: Assumed these questions help candidates understand alignment with company goals while clarifying expectations.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights relevant experience and skills.
• Prepare to discuss your impact in previous roles during interviews.
• Research Wellhub’s mission and current market positioning.
• Follow up professionally if additional information is needed post-interview.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.

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