Support Process Manager

| Greater NYC Area
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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 Process Manager for the Customer Support organization.

You will have a high impact by designing and implementing clearly defined processes across all Customer Support functions helping the larger team to implement them. You’ll drive key projects including the launch of new support channels for our customers, developing and enhancing escalation paths, customer satisfaction survey processes and more. You’ll become a subject matter expert on the inner workings of the Customer Support organization. You’ll work across many functions including Support Operations, Customer Engagement, Learning and Development, Product Management and  Data Operations to drive improved processes and projects that will enable an industry-changing customer experience. Your work will drive more loyal and happier customers.

What you’ll be doing:

  • Become the subject matter expert across all Support team processes.
  • Work cross functionally with stakeholders from the Support Operations team, Product Management team, User Research team and Coaching team to understand key process gaps and propose improvement opportunities for customer success.
  • Manage key cross functional projects that will make a positive impact on Noom’s customers and the Support team.
  • Research operational opportunities that can drive customer experience improvements by analyzing data such as customer and agent happiness, Support team efficiency, and quality metrics.
  • Drive process improvement and scaling, by developing and implementing customer focused processes with a strong focus on utilizing project management skills.
  • Develop process documentation that impacts a broad range of team members.

What we like about you:

  • You have at least 3 years of experience designing and implementing processes for a streamlined customer experience.
  • You have extensive project management experience in a contact center environment.
  • You have a track record of success implementing high level projects through collaboration with team members across many different roles and functions. You seek to understand how project requirements drive to deadlines and specified outcomes.
  • You are a strong written and spoken communicator with engaging presentation skills.
  • You have great documentation and organizational skills, and can effectively document end-to-end processes through flow charts, SOPs, and any necessary documentation.
  • You are highly attentive to detail and have experience utilizing  project management methodologies to implement projects.
  • You are adaptable and can manage and deliver multiple projects and deadlines in a fast-paced environment.
  • You have a strategic mindset for optimization, and you have no problem rolling up your sleeves and getting deep into the details of a process when needed.

What we also like about you:

  • You have experience using Zendesk.
  • You feel comfortable using applications and tools such as Gmail, Google Calendar, Google Suite (Docs, Sheets, Slides, etc.), Lucidchart and Slack.

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 sync
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
Unconscious bias training
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
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
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
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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