Garner Health is looking for a leader for the Concierge (Member Services) team who is passionate about delivering delightful experiences at scale. This team serves as the voice of Garner to our members. This person will create efficient systems that are human centric. 

As the person closest to our members you will bring a key voice to the leadership team as we rapidly expand the number of members that we are serving. You’ll work closely with the Account Management, Marketing and Data teams to drive Garner’s mission. This role will report to the VP of Customer Success. 

Location: Remote

What you’ll do:

• Build out a high touch call center to provide timely, thoughtful responses and resolutions for our members
• Develop metrics to ensure high quality experiences for our members and build systems to constantly improve our service
• Design and build scalable processes to support the company’s rapid growth. 
• Create training materials and plans
• Partner with the Account Management, Marketing and Data teams to deeply understand our members and the ways that we can serve them

About you:

• 6-8+ years experience running a customer service call center or other operationally intense department 
• Demonstrated experience building a best-in-class team - both hiring and mentoring high potential talent
• Systematic metrics driven individuals who loves dashboards but more importantly driving high quality engagements
• Passionate about helping individuals navigate the healthcare space in order to find great doctors and have better health outcomes
• A strong ability to think systematically and design operational processes 
• A desire to work in a rapidly evolving startup environment with notable upside
• A desire to be a part of our mission to improve the healthcare system