Assistant Manager, Customer Success

Position Summary

The Assistant Manager of Customer Success helps lead a team of Navigators who will support home care providers across the state of California as they enroll in, participate in, and complete their courses in the IHSS Career Pathways Program. This individual will develop processes and procedures that ensure the Navigation Team thoroughly understands both the technical and non-technical aspects of the Career Pathways Program. The Navigation team is tasked with both troubleshooting technical issues related to training access and completion and acting as a motivational coach as providers progress through the Career Pathways Program - sharing upcoming courses, walking providers through program requirements and incentives, and following up with dissatisfied provider participants. The team is a blend of customer service and Customer Success.

Success in this position requires the ability to provide additional leadership for the team through day-to-day operations, manage the support of multiple programs, and anticipate needs and changing requirements.

Work also requires critical thinking skills, the ability to connect with varied stakeholders (both inside and outside the organization), a proactive approach to information sharing and process management, and the ability to learn and work across multiple platforms.

This position is funded via a grant that expires in December 2024. Appointment renewal for the following grant cycle will be based upon available grant funding and performance. Our funder does require all employees to reside in the State of California, but applicants are not required to live in the Bay Area.

Essential Job Functions

• Help manage day to day operations of the navigation team including but not limited to, validating attendance records, responding to team inquiries, and handling complex provider issues
• Help create FAQs, process documentation, macros, program guidelines, and other supplemental materials to help assist providers and increase operational efficiency
• Communicate with providers via email, community platforms, phone, and/or video calls
• Onboard new providers to the platform, providing basic technical assistance (navigation to platform and/or class meeting, use of platform, etc)
• Collect, organize, escalate feedback on course delivery and operations
• Use data and feedback from team members to identify areas of inefficiency and propose and implement technological and operational interventions to solve for them
• Solicit feedback from providers and Navigators about areas where providers could use additional support and create and interventions to address these needs
• Lead coordination efforts with other teams such as IT, Curriculum, and Instruction to ensure consistent and correct communications and to coordinate successful launches of new initiatives, etc
• Ensure self and team have a detailed understanding of products, programs, platforms, and services, enabling the team to help providers with questions and suggest the best next steps for their learning with Homebridge
• Review customer complaints and concerns and seek to improve all aspects of the provider experience with Homebridge

Qualifications (Knowledge, Skills, and Abilities)

• Rich Background: Bring at least 4 years of progressive, relevant experience ideally with customer service with a leadership focus
• Excellent Communication: Demonstrated success in ability to write and present clear and compelling presentations is crucial.
• Leadership and Motivation: Proven ability to lead team members; excellent organizational and communication skills
• Data Focused: Ability to conduct and interpret quantitative and qualitative analyses. Proficient using computer-based productivity tools and project management software (Microsoft Project Online, Google Suite, Zendesk, scheduling software)
• Diverse Work Experiences: Experience in workforce development, social services, bilingual (English and Spanish, Cantonese, Mandarin, or Armenian)
• Education: While candidates holding a bachelor's degree in a related field is preferred, we also warmly welcome applicants possessing substantial work experience that equates to the educational qualifications.

Work Environment

This position is hybrid-remote, primarily sedentary, working at a desk in a temperature-controlled office, in modular office space or an individual office. The noise level in the work environment is usually moderate. Our funder does require all employees to reside in the State of California, but applicants are not required to live in the Bay Area.

Physical Demands

The physical demands described here are representative of those that must be met by employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of the job, the employee is regularly required to talk or hear. The employee is frequently required to sit for extended periods of time at a desk or computer workstation. The employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel or crouch. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.