Zocdoc
Manager,CustomerExperience
Neural analysis suggests this role is
optimal for Mid candidates.
“Manager, Customer Experience at Zocdoc. Skills: Customer Experience, Team Leadership, Performance Management. Own leadership and management of Customer Experience Specialists. Deliver exceptional customer service”
What You'll Achieve.
Maximizing their value from Zocdoc; Fostering a high-performing, inclusive team environment; Achieve ambitious goals; Driving continuous improvement in customer experience; Delivering exceptional customer service; Driving high provider satisfaction; Consistently strives for excellence
Industry & Context.
Solving complex challenges
What They're Looking For.
Must Have
Total 9-12 years of experience in the operations or customer experience side, Meaningful (2+ years) experience in leading and managing operation teams preferably in customer experience or client success teams, Passion for delivering best-in-class customer service and promoting a customer-centric culture, A compassionate but consultative, and confident approach with team members and customers, A fundamental understanding of performance management, talent development, and stakeholder communication, The mentality of an entrepreneur/owner and a bias to action, Superb communication skills, Humility
Nice to Have
An unrelenting desire to build more equitable, inclusive, and diverse workplaces
What You'll Do.
Own leadership and management of Customer Experience Specialists
Deliver exceptional customer service
Coach team members at various performance levels
Foster growth and development
Build and foster relationships with direct reports
Identify challenges and opportunities
Create Salesforce Reports to diagnose team challenges
Communicate performance metrics to leadership
Provide supervisor coverage and support
Handle all escalated issues
How You'll Work.
Team & Collaboration
Building and fostering relationships with your direct reports; Solutionizing with senior leadership; Effectively communicating with cross-functional stakeholders; Communicating performance metrics to your manager and the leadership team; Collaborative teammates
Communication Scope
Superb communication skills; Keeping all of your stakeholders in the loop; Multiple mediums of communication are the key to success
Full Job Description
Our Mission Healthcare should work for patients, but it doesn’ t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable. Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down. We’re 18 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on. Your Impact on our Mission: Zocdoc’s most important asset is our people. As a Manager, Customer Experience, you’ll play a meaningful role in making sure our providers receive best-in-class support, maximizing their value from Zocdoc, and fostering a high-performing, inclusive team environment. You’ll enjoy this role if you are… Personally motivated by developing talent and empowering a team to achieve ambitious goals. Autonomous, urgent, and creative. You genuinely love solving complex challenges and driving continuous improvement in customer experience. Highly empathetic and dedicated to fostering a positive and inclusive team culture. Passionate about delivering exceptional customer service and driving high provider satisfaction. A natural leader who thrives in a dynamic, fast-pac
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