GoodRx is America's healthcare marketplace. Each month, millions of people visit goodrx.com to find reliable health information and discounts for their healthcare - and we've helped people save $60 billion since 2011. We provide prescription discounts that are accepted at more than 70,000 pharmacies in the U.S., as well as telehealth services including doctor visits and lab tests. Our services have been positively reviewed by Good Morning America, The New York Times, NBC News, AARP, and many others.
Our goal is to help Americans find convenient and affordable healthcare. We offer solutions for consumers, employers, health plans, and anyone else who shares our desire to provide affordable prescriptions to all Americans.
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About the Role
The mission of GoodRX's customer support team which is called Patient Advocacy, is to guide our customers in times of need during their healthcare journey. We're looking for someone to make a meaningful impact on our team who is passionate about driving customer-centric improvements and shaping the future of healthcare support.
As the Voice of the Customer (VoC) Manager within our Patient Advocacy team, you'll spearhead the implementation of the team's VoC strategy to enhance the healthcare journey for our customers by building awareness among internal stakeholders of customer pain points. In this role, you'll leverage key customer support data and other signals to develop a comprehensive VoC strategy that builds strong, collaborative relationships across GoodRx to drive awareness and effect change throughout the organization. You'll lead initiatives aimed at improving our overall customer support experience that have a wide-reaching impact across a variety of channels and areas of support we offer today, and in the future.
Responsibilities:
- Develop an overall VoC strategy leveraging data and insights and partnerships.
- Build cross-functional relationships across GoodRx to help drive new levels of understanding and awareness of our customers' biggest areas of feedback and pain points while using the suite of GoodRx products.
- Create compelling business cases for cross-functional stakeholders that advocate for improved customer experiences and that support our corporate objectives.
- Leverage our BPO partner across all relevant aspects of VoC initiatives where needed to scale reporting efforts and other needs.
- Build and manage a priorities roadmap that is aligned with the PA team's priorities and initiatives as well as company priorities.
- Be accountable for driving improvements to customer experience in the product, help center, operations processes, and service delivery.
Qualifications:
- Bachelor's degree in business management, communication, or a tech field or the equivalent in years of experience.
- 8+ years of experience in operations, customer experience, or customer success, ideally within healthcare.
- Strong analytical skills with experience leveraging data and insights to build business cases.
- Strong business acumen, and deep skill around influencing without authority.
- Strong communication, presentation, and influencing skills.
- Experience with Zendesk, Looker, and Salesforce is a big plus.
- Self-starter with a strong understanding of project management practices.
- Team player with a customer-centric mindset.
- Organized and disciplined around setting success measures and KPIs.
- Experiencing collaborating with a BPO partner.
- Able to travel to onshore/nearshore BPO support centers 1-2 times per year.
At GoodRx, pay ranges are determined based on work locations and may vary based on where the successful candidate is hired. The pay ranges below are shown as a guideline, and the successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, and other relevant business and organizational factors. These pay zones may be modified in the future. Please contact your recruiter for additional information.
San Francisco and Seattle Offices:
$121,000.00 - $193,000.00
New York Office:
$111,000.00 - $177,000.00
Santa Monica Office:
$101,000.00 - $161,000.00
Other Office Locations:
$91,000.00 - $145,000.00
GoodRx also offers additional compensation programs such as annual cash bonuses and annual equity grants for most positions as well as generous benefits. Our great benefits offerings include medical, dental, and vision insurance, 401(k) with a company match, an ESPP, unlimited vacation, 13 paid holidays, and 72 hours of sick leave. GoodRx also offers additional benefits like mental wellness and financial wellness programs, fertility benefits, generous parental leave, pet insurance, supplemental life insurance for you and your dependents, company-paid short-term and long-term disability, and more!
We're committed to growing and empowering a more inclusive community within our company and industry. That's why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has a seat at the table and the tools, resources, and opportunities to excel.
With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. GoodRx is committed to leveling the playing field, and we encourage women, people of color, those in the LGBTQ+ communities, and Veterans to apply for positions even if they don't necessarily check every box outlined in the job description. Please still get in touch - we'd love to connect and see if you could be good for the role!
GoodRx is America's healthcare marketplace. The company offers the most comprehensive and accurate resource for affordable prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast, as well as a telehealth marketplace for online doctor visits and lab tests. Since 2011, Americans with and without health insurance have saved $60 billion using GoodRx and million consumers visit goodrx.com each month to find discounts and information related to their healthcare. GoodRx is the #1 most downloaded medical app on the iOS and Android app stores. For more information, visit www.goodrx.com.