Customer Engagement Manager

Customer (CX) Engagement Manager

The Role:

We are a cutting-edge litigation technology startup that specializes in the mass tort and personal injury space. We are on a mission to revolutionize the way individuals access justice by empowering law firms with our end-to end case processing platform. Our innovative solutions empower claimants, attorneys, and law firms by leveraging technology and data-driven insights.

We are seeking a skilled Customer (CX) Engagement Manager to join our innovative team to shape the way claimants navigate their legal journey with our platform. You will be responsible for designing and implementing strategies, processes, and introducing the right set of technologies to enhance the overall claimant journey for individuals seeking justice in mass tort and personal injury cases. Your leadership will ensure that claimants receive the support and guidance they need, while also contributing to the success of our law firm partners. If you are a strategic leader with a passion for creating outstanding claimant experiences and are excited to join a dynamic lit-tech startup during its hypergrowth phase, we'd love to hear from you.

Role Responsibilities Include:

Claimant Engagement Strategy:

• Develop and execute an end-to-end claimant engagement journey positioned for maximum claimant retention and engagement rates across various litigations

• Oversee and manage all aspects of claimant journey, ensuring for a cohesive claimant experience across all communication channels including phone, email, and SMS outreach

• Establish a seamless and supportive experience from the moment of claim registration to claim resolution Tech Integrations:

• Act as a business stakeholder while working closely with our product team to align on claimant portal feature development and prioritization of releases, while balancing external value creation and internal business needs for scaled efficiencies

• Implement digital outreach strategies for most effective bulk claimant communication Data-Driven Insights:

• Utilize data analytics to measure the success of claimant engagement strategies. Identify trends and opportunities for improvement, while optimizing the claimant engagement and retention rates

• Use current performance, insights, design and end-to-end thinking to drive claimant centric change and improvements Stakeholder Collaboration:

• Collaborate closely with internal teams, including operations, technology, product, legal, and client services to align claimant engagement initiatives with the overall business objectives

• Foster a culture of continuous improvement by regularly evaluating processes, gathering feedback, and implementing enhancements to claimant services Compliance and Security:

• Ensure that all engagement strategies and activities are HIPPA compliant and maintain the highest standards of data security and privacy Skills:

• Minimum of 7 years of experience in managing and overseeing customer or user engagement, ideally within the legal or tech sector

• Proven experience in designing and implementing end-to-end user engagement journeys

• Excellent understanding of digital outreach channels, including email and SMS communication

• Lean Six Sigma certification (desired)

• Knowledge of business process analysis and design techniques, including the use of modeling and collaborative tools

• Demonstrable experience of business analysis and successful business change

• Flexible, enthusiastic and proactive approach to work

• Strong leadership skills with a track record of building and leading high-performing teams

• Naturally curious with a demonstrated initiative to lead and own projects from start to finish

• Prior experience in the legal industry or familiarity with Mass Tort Litigation is a plus

• Prior experience with setting up marketing email drip campaigns utilizing Mailchimp and SendGrid

• Bachelor's degree in business administration, marketing. communications or a related field (MBA preferred)

About Us: We are a fast-growing litigation-tech start-up, specializing in transforming legal operations within the Mass Tort and Personal Injury space. Our mission is to leverage technology and data-driven insights to transform the legal case management process. Our ever-growing offering includes a full spectrum of end-to-end services designed to streamline the operational needs of law firms at scale. Our committed team strives to help those who have suffered injuries to receive fair and equitable compensation for their damages. Our team is a compassionate, diverse group of people who are incredibly engaged and focused on our mission. We are offering a competitive benefits package, a flexible PTO plan, and an engaging work environment within a fast-paced industry. We are seeking an individual who thrives in a hyper-growth startup environment, is eager to take on new challenges, and exudes passion for our mission to create lasting change. We are an equal opportunity employer and make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.

Job Type: Full-time permanent role