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Solace · 1 hour ago

Senior Manager, Prospect Experience

United States

Full-time

Remote

Senior Level

5+ years exp

Solace is a healthcare advocacy marketplace that connects patients and families to experts who help them understand and take charge of their personal health. They are looking for a Senior Manager to lead the newly created Prospect Experience team, which focuses on engaging prospective patients and guiding them toward scheduling their first physician appointment.

Health CareMedicalOnline PortalsWellness

No H1B

U.S. Citizen Only

Responsibilities

Lead and develop a team of managers overseeing a growing team of ~30 CX agents, including weekly 1:1s, coaching sessions, and performance reviews

Set clear expectations and build onboarding programs, training, and playbooks to drive quality, productivity, and customer satisfaction

Own the prospect experience by designing and refining workflows from initial contact through scheduling

Develop conversion-focused scripts, messaging, and FAQs while monitoring and improving key metrics (SLA, CSAT, conversion rate, QA, and adherence)

Partner with QA and Training to ensure consistent, high-quality interactions

Build scalable SOPs, reporting frameworks, and processes for the prospect pod

Collaborate with Workforce Management on capacity planning and forecasting

Identify inefficiencies, remove blockers, and implement targeted improvements

Ensure effective use of tools including Zendesk, phone systems, and AI assistants

Work cross-functionally with Product, Marketing, and Clinical Operations to create a seamless prospect journey and share insights from prospect conversations to influence product and marketing decisions

Qualification

Customer experience managementOperational strategyTeam leadershipData-driven decision makingProcess improvementZendeskCoaching skillsHealthcare experienceStartup experienceCommunication skillsRelationship building