Customer Experience Manager

About the Role:

The Employee Benefits Manager is a key player on Aura’s Customer Experience team, overseeing the support operations for our customers enrolled through the efforts of our Employee Benefits channel. Meeting our client’s expectations around offering our product as a benefit to their employees is of the utmost importance to our company’s success.

This position is based out of our Austin, TX office and requires a minimum of 2-3 times per week and visit the San Antonio Call Center 3-6 times per quarter.

Day to Day:

• Manage the Employee Benefits (EB) Customer Experience operations, implementing performance management strategies that support employee development and align with organizational goals
• Oversee the EB COE Team efforts and implement change management strategies by collaborating with the Vendor Manager and agent supervisors
• Analyze call center data and prepare reports for upper management that highlight key metrics and trends
• Collaborate with Aura’s corporate Employee Benefits team in order to:
  • Understand objectives and provide strategic guidance
  • Develop and maintain strong relationships to influence decision-making and drive positive organizational outcomes
  • Meet with existing and potential clients as needed
  • Partner with Aura’s Vendor Manager to identify specialists to be part of the EB COE Team
• Manage complaints and report resolution steps 
• Evaluate staff effectiveness and performance on an ongoing basis 
• Identify performance gaps and recommend coaching and/or training solutions to drive continuous improvement
• Develop monthly, quarterly and annual call center goals and action plans for the Employee Benefits team
• Develop and implement leadership and employee development initiatives, identifying high-potential individuals and changing succession plans to nurture leadership pipelines, drive employee development, and ensure a seamless transition of key roles, fostering organizational resilience and growth
• Analyze employee feedback and work with leadership to address concerns and continuously improve the employee experience
• Identify product improvement opportunities through customer and employee feedback and communicate these opportunities to Employee Benefits product owners 

What you bring to the table:

• 6-8 years of demonstrated strategic thinking skills by having a record of developing strategies based on business objectives and aligning efforts around a unified direction that deliver measurable results
• A self starter who demonstrates effectiveness in bringing innovative ideas to the performance of the project
• Demonstrated people management/supervisory experience
• Excellent analytical and interpersonal skills, with an exceptional ability to communicate clearly, both verbally and in writing
• Excellent problem solving skills by demonstrating the ability to serve as a thought partner to senior leadership
• Experience in customer success technologies such as Salesforce or Zendesk
• High school degree required and higher education degree is a plus

Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work.  Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more!  

Pay range for this position is $60,000 - $80,000 but may vary depending on job-related knowledge, skills, experience and location.