Member Experience Lead Evenings And Weekends (Remote)

Eden is dedicated to revolutionizing metabolic health through personalized care and innovative solutions. We connect our members with a trusted network of pharmacies and medical providers to support their overall metabolic wellness. Our tailored plans are designed to assist with weight management and promote a healthier lifestyle, ensuring that every step of your health journey is supported with high-quality products and services. At Eden, we’re passionate about making a positive impact and empowering our members to achieve their well-being goals.

Are you a dynamic leader with a passion for enhancing customer experiences? Eden is seeking a Member Experience Lead to join our team and drive our mission of revolutionizing metabolic health. In this role, you will oversee and develop a team of Member Experience Specialists, ensuring they excel in delivering exceptional support while fostering a positive and motivating work environment. You will manage daily operations, optimize team performance, and lead key operational projects, all while leveraging data to drive continuous improvement. If you’re ready to take ownership of your role, grow with us, and make a significant impact on our member’s health journeys, we’d love to hear from you.

What you’ll be doing… 

Team Leadership & Development:

• Oversee and coach a team of Member Experience Specialists, fostering a positive and motivating team culture.
• Conduct regular one-on-one meetings, feedback sessions, and performance reviews to enhance team effectiveness and support individual growth.
• Implement recognition and team-building activities to inspire and engage the team.

Performance Monitoring & Optimization:

• Monitor team performance metrics, identifying areas for team member improvement and mentoring team members to optimize efficiency and effectiveness.
• Monitor team interactions, identifying and providing feedback to team members to ensure improvements in member response quality and efficiency. 

Live Operations Management (Ops Captain): 

• Rotate with other leads to manage daily live operations, acting as the primary resource for team questions, escalations, and ensuring operational targets are met.
• While Captaining, collaborate on daily scheduling strategies to ensure optimal multi-channel coverage, equitable workload distribution, and achievement of SLA goals.

Operational Projects:

• Lead and contribute to operational project assignments in areas such as onboarding, training, knowledge management, quality assurance, workforce management, and others.
• Drive initiatives to automate, optimize, and refine processes, supporting the scalability of member experience operations as Eden continues to grow.

Data-Driven Insights & Collaboration:

• Leverage data and tools to provide actionable insights, contributing to continuous improvement in member experience and operational workflows.
• Collaborate closely with product and operations teams to reduce friction in member interactions and enhance the usability and efficiency of Eden’s services.
• Identify opportunities for process automation and optimization, ensuring that member feedback is integral to ongoing operations and product development.

Skills you should have… 

Leadership & Experience:

• Minimum of 3 years in a technical support or customer service role, and at least 2 years in a leadership position, with a proven ability to coach and develop teams.

Exceptional Communication:

• Excellent verbal and written communication skills, with the ability to clearly and empathetically convey information and feedback.

Time Management & Prioritization:

• Strong ability to manage multiple tasks effectively, prioritize responsibilities, and ensure timely completion of goals.

Analytical & Data-Driven:

• Proficient in leveraging data to drive insights and decision-making, with a keen analytical mindset to identify trends and improve processes.

Adaptability & Problem-Solving:

• Ability to adapt to changing priorities and navigate complex situations with problem-solving skills, demonstrating a proactive approach to challenges and growth.

Eden is a remote-first company, operating seven days a week to ensure we meet the needs of our members at all times. We value flexibility and are looking for a candidate who can adapt to our dynamic work environment. We strive to maintain a strong work-life balance and the successful candidate should be prepared to occasionally work nights or weekends if needed to support our team and members.

Target compensation: $65,000 per year