Director of Customer Advocacy
Job Summary
Leading the management of complex customer and caregiver escalations, the full-time remote Director of Customer Advocacy will oversee complaint resolution processes, utilize data to drive improvements, and collaborate with various departments to enhance service recovery and operational excellence.
Key responsibilities
- Manage the end-to-end process for complex customer and caregiver escalations and complaints
- Develop and implement standardized processes for complaint intake, triage, and resolution
- Analyze data to identify trends and provide insights for continuous improvement initiatives
Required qualifications
- Bachelor's degree required; master's degree in a related field preferred
- 7-10+ years of leadership experience in healthcare operations or customer advocacy
- Strong analytical skills with experience in using KPIs and trend analysis
- Knowledge of healthcare regulatory requirements and compliance
- Proven ability to influence and collaborate across multiple departments
Complete Job Description
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