Director of Customer Engagement

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Want to work at a hyper-growth, mission-driven startup that helps millions lead happier, healthier lives? Want to be challenged to do your very best work and excel? If so, this is your chance to do all this in a fast-paced collaborative, supportive environment. Noom is backed by some of the best known VCs in the world, including Sequoia Capital and our revenue has grown 100x over the past 3 years. To continue growing, we are seeking an exceptionally talented Director of Customer Engagement to deliver a scaleable, best-in-class support experience to our customers.  You will inspire, motivate, grow, and retain a terrific full-time remote based team. You'll lead the charge to build, test, deploy, and track customer engagement strategies to drive up retention and engagement through our support team and ensure our customer satisfaction and productivity goals are met. You'll also be responsible for assessing and optimizing our existing people management processes and strategies to enhance our team's ability to develop and deliver a fantastic customer experience. You will work with the team’s customer operations, development and insights leadership to coordinate strategies to build Noom’s legendary customer support experience.


What you’ll be doing:

  • Lead a work-from-home staff of 100 customer engagement advocates within a fast-growing company
  • Design and deploy people management strategy that drives customer engagement, retention and satisfaction in every customer support conversation
  • Drive the overall performance of the virtual customer engagement team including service levels, customer satisfaction, quality & efficiency, and revenue contribution
  • Grow, mentor and develop the team to support new customer engagement channels, new products and fast growth
  • Define and implement customer engagement experiments to identify optimal ways that the team can increase customer retention, engagement and conversion
  • Drive employee engagement and foster a positive and productive culture through enthusiastic leadership
  • Partner with other contact operations teams including workforce management, training, coaching, process management and customer insights

What we’re looking for:

  • Passionate leader who is able to motivate and build high performing teams
  • Obsessed with improving customer experience
  • Comfortable working across departments to advocate for the customer and for your team’s needs to deliver best in class customer engagement
  • You value and enjoy leveraging data to find opportunities and to evaluate progress
  • Thrive in a fast paced, ever-changing environment and love leading teams through growth and new opportunities
  • You love continuously trying and learning new things and are not afraid to fail quickly.
  • 5+ years of experience managing and scaling customer service teams
  • Experience using Zendesk and Zendesk Explorer to manage your team
  • Experience managing the dynamics of a remote-based team

What Makes This Job Amazing 

  • Helping millions of people lead healthier lives every day
  • Working on breakthrough tech (we have unique technical approaches to everything from behavior change to marketing)
  • Being part of Noom's rocketship (with revenue exploding 20x in the last 2 years, and team growing, there are great opportunities for advancement)
  • Wonderful benefits (wellness budget, free gourmet meals in the office, tech gadget allowance)
  • Huge learning & professional growth opportunity (professional growth is a must at Noom, we reimburse all books, send you to lots of courses, etc.)
  • You’ll add to our transparent, high-performing, and close-knit culture
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Location

229 W 28th Street, New York , NY 10001

An Insider's view of noom

How would you describe the company’s work-life balance?

When I first started at Noom, I’ll admit to a bit of skepticism, “Wouldn’t it be better to just receive more salary in lieu of these benefits?” In my first six months as an employee at Noom, I’ve seen (and taken advantage of) these benefits and can attest to the difference it makes on life both in and outside the office.

Randy

Data Analyst

How has your career grown since starting at the company?

I started at Noom eight years ago. It was my first real job out of college, and I’ve been fortunate to have held many positions since starting. Starting as Noom’s office administrator, I am now the product manager. Noom has supported my growth at every stage.

Stacey

Product Manager

What unique initiatives do you have that encourage innovation?

At Noom, rapid iteration isn’t limited to just features. For example, the way we conduct feedback. At most companies, feedback employees get is limited to performance reviews that come yearly or bi-yearly. We conduct weekly 1:1s with mentors, tech leads, and product managers—to get feedback on both our performance and help the company grow.

Rose

Growth Engineer

What are noom Perks + Benefits

noom Benefits Overview

In addition to full-time compensation, Noom’s full-time employees have access to early equity packages. With a growing international community, all Noom employees have the option to work remotely. Whether this means staying in your PJs all day or working from a remote island in the Carribean. Additionally, Noom employees receive access to comprehensive health insurance, and perks include daily lunch prepared in-house for employees at its NYC headquarters, weekly yoga sessions, weekly and monthly team bonding, an annual offsite, and more.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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