Customer Experience Manager
Sofía, Mexico

At Sofia we want to change the way millions of people take care of their health by offering a health plan that is more complete, simpler to understand and closer to anyone who wants to live a healthier life. We want to build a thriving community that deeply changes the way the health system works.

Sabi@s are our direct contact to Soci@s (that's how we call our customers). They are a group of empathetic, Soci@-obsessed, and devoted problem solvers focused on ensuring a great experience throughout the full journey of a Soci@.

As the Sabi@s Operations Manager you'll lead this amazing (and growing) team, some of your responsibilities will be:

• Lead Sabi@s to provide a great experience to Soci@s, potential Soci@s and doctors as well as executing internal processes.
• Have a metrics-driven approach to operational performance, understanding how the team’s actions affect the overall company.
• Ensure that documentation and training is up to date with product and process changes and communicated effectively with the team and coordinated well across the company.
• Develop, maintain and improve quality assurance processes that align to our Sabi@ principles.
• Develop, implement and maintain a performance management system that aligns Sabi@ incentives with desired behaviors and can scale with the team.
• Be an ambassador of Sofía’s culture within the team and across functions and spark a flame with our mission.
• Know our Soci@s challenges and context to bring their perspective to the table, advocating for great Soci@s experience in every meeting, every discussion and decision you make.
• Recruit, develop and retain Sabi@ talent, one of Sofía's greatest assets and a key component of our value proposition.

Requirements

(but remember, no one is perfect, so don't worry if you don't check all the boxes)

• Are extremely motivated. You are passionate about what you do, you don't wait for someone to tell you what to do, you seek ways to add more value, you raise the bar in terms of quality and speed, and you love to constantly learn and grow.
• Drive collaboration. You are someone that enjoys working with others, are a great communicator, and understand that, together, a team can go much further.
• Make quick decisions an act well under pressure, remember that we help people stay healthy, this might mean that they experience tough life moments with us.
• Are a leader that can grow with the team, you will learn as much as you'll guide.
• Are a highly organized and disciplined person.
• Have flexibility, ownership and accountability; start-up life is fast-paced and we are all on the same boat towards success.
• Are passionate for a great customer experience.
• Have a background of at least 2 years working in operations or customer service organizations at tech companies.
• Have a background of at least 2 years managing, coaching and developing operational teams.
• We are a multicultural team, so you must be comfortable working in English.

• You have an ability to make sense out of data (Excel, SQL skills are great), we are a data-driven company

Benefits

• Work on an ambitious mission to improve how people take care of their health.
• Intentional freedom. We believe in a flexible environment where you have the freedom to make your job match your lifestyle and own those decisions.
• Competitive salary.
• Sofía’s Health Plan.
• Stock Option Plan.
• 20 flexible vacation days per year + official holidays.
• A driven and talented team that will challenge you to go further everyday.

Job Rewards and Benefits