Company Description
Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 150 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.
Brief Overview
Reporting to the Vice President of Training & Customer Support, the Sr. Director, Customer Support will lead and manage the Level 1 and Level 2 software support teams. The Sr. Director is the primary leader responsible for maintaining and continuously improving Amwell’s contact center partnership in addition to managing an internal Level 2 team through a period of rapid growth. This leader will be responsible for driving Amwell’s customer support automation strategy, leveraging the existing partnership with Google Cloud to continue building and expanding upon Contact Center AI. This role is highly cross-functional and requires strong collaboration with Amwell’s Devices and Technical Support teams, Account Management, Professional Services, and Engineering to deliver a high-quality customer experience while meeting aggressive enterprise financial and operational targets.
Core Responsibilities
- Oversee and continuously improve upon customer support best practices, onboarding processes, and continuously learning objectives
- Financial responsibility and accountability for Level 1 contact center and Level 2 Customer Support budgets and planning
- Identify and execute key strategic initiatives for the consumer support team to drive efficiencies and improve quality
- Hire, develop, and mentor Support team leaders to build a culture focused on collaboration and efficiency to deliver exceptional customer support experiences
- Establish and oversee operational reporting framework to track and monitor KPIs and additional business metrics; provide regular executive analyses, highlighting opportunities and risk mitigation strategies
- Develop and expand upon existing Level 1 contact center partnership to meet key call center metrics (i.e. operational, service, financial) and drive new strategic opportunities forward
- Lead and expand support automation strategy, working closely with Google Cloud and internal product and technical teams to continue building out virtual agent, agent assist and knowledgebase, and skill-based routing platforms
- Partner with Device and Technical Support teams to establish cohesive, efficient, high-quality support workflows to streamline and improve customer experience
- Identify and develop revenue-generating premium support services adding important value above and beyond Amwell’s standard support model
Qualifications
- Experience leading large customer support teams delivering enterprise software for SaaS deployment models required, global experience a plus
- 10+ years’ experience in high-volume Customer Support or Customer Experience in progressive roles
- 6+ years of people management with demonstrated experience creating and maintaining a collaborative, results-driven team with strong focus on hiring, mentoring, and growing individuals
- Experience implementing, expanding, or managing support automation strategy (i.e. workflow automation, knowledgebase and content strategy, self-service help centers and agent assist, chatbots, IVR), customer feedback and insight campaigns)
- Third party vendor and/or partner management required
- Consistent, proven achievement of developing and leading strategic initiatives to achieve business objectives in rapidly changing environment
- Excellent analytical skills, and a track record of implementing change and managing risk by leveraging data and qualitative feedback
- Bachelor’s degree preferred
Additional information
Working at Amwell:
Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We’re a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic.
Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.
Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars - our Workplace, our Workforce and our Community.
Amwell is a virtual first workplace, which means you can work from anywhere, coming together physically for ideation, collaboration and client meetings. We enable our employees with the tools, resources and opportunities to do their jobs effectively wherever they are!
The typical base salary range for this position is $128,600 - $178,200. The actual salary offer will ultimately depend on multiple factors including, but not limited to, knowledge, skills, relevant education, experience, complexity or specialization of talent, and other objective factors. In addition to base salary, this role may be eligible for an annual bonus based on a combination of company performance and employee performance. Long-term incentive and short-term variable compensation may be offered as part of the compensation package dependent on the role. Some roles may be commission based, in which case the total compensation will be based on a commission and the above range may not be an accurate representation of total compensation.
Further, the above range is subject to change based on market demands and operational needs and does not constitute a promise of a particular wage or a guarantee of employment. Your recruiter can share more during the hiring process about the specific salary range based on the above factors listed.
Additional Benefits
- Flexible Personal Time Off (Vacation time)
- 401K match
- Competitive healthcare, dental and vision insurance plans
- Paid Parental Leave (Maternity and Paternity leave)
- Employee Stock Purchase Program
- Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
- Free Subscription to the Calm App
- Tuition Assistance Program
- Pet Insurance
