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