Role Overview
Noom is a digital healthcare company that connects people to content, coaching, community, and clinicians to build healthy habits and promote better living. We’re a mission-driven, high-growth organization that’s powered by science, technology, and world-class talent.
Our Customer Experience (CX) team is seeking a Customer Service Operations Lead to help our team transform the current customer service experience to be the easiest, most seamless customer service experience available. This encompasses identifying opportunities in our Self-serve options, AI chat support, and Noom agent support experiences, scoping requirements and determining ROI of projects and initiatives to address those opportunities, and overseeing the execution of approved and prioritized projects and initiatives.
What You’ll Be Doing
- Opportunity Assessment:
- Evaluate the current customer service landscape, including self-service tools, AI systems, and agent contact points.
- Identify areas for improvement and potential opportunities to reduce effort of customers in both self-serve and AI or agent assisted experiences.
- Analyze customer feedback, service metrics, and industry trends to inform your assessments.
- Project Scoping and ROI Estimation:
- Define project proposals including objectives, deliverables, and key performance indicators (KPIs) for initiatives aimed at improving customer service.
- Estimate the return on investment (ROI) for proposed projects, including cost-benefit analysis and impact assessment.
- Collaborate with stakeholders across all functions to ensure alignment on overall direction, scope, requirements, goals, and expectations.
- Project Management:
- Oversee the execution of selected projects from inception to completion, ensuring adherence to timelines, budgets, and quality standards.
- Coordinate with cross-functional teams, including Product/Engineering, CX Ops, and Service, to maintain continuous alignment on cross-functional resourcing expectations and prioritization.
- Monitor project progress and performance, making adjustments as needed to achieve desired outcomes.
- Customer Experience Optimization:
- Continuously evaluate and refine customer service processes and tools to enhance efficiency and satisfaction.
- Explore and suggest updates to metrics and dashboards to track performance and identify areas for further improvement.
- Stay informed about emerging technologies and best practices in customer service to drive innovation.
- Stakeholder Communication:
- Maintain regular communication with key stakeholders to provide updates on project status, challenges, and successes.
- Facilitate shadowing sessions and focus groups to gather input and ensure buy-in for project initiatives.
What We’re Looking For
- Bachelor’s degree in Business Administration, Marketing, or a related field. Master’s degree or relevant certification is a plus.
- Minimum of 5 years of experience in customer service, project management, or a related field, with a proven track record of leading cross-functional projects.
- Strong analytical skills with the ability to assess opportunities and estimate ROI.
- Proficiency in project management methodologies and tools.
- Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
- Experience with customer service technologies, including self-service platforms, AI solutions, and CRM systems.
- Ability to work in a fast-paced environment and manage multiple projects simultaneously.
What Makes This Job Amazing
- You’ll be helping millions of people lead healthier lives every day
- You’ll experience huge learning & professional growth opportunities. Noom believes in supporting you; we’ll cover the cost of books, courses, conferences… you name it!
- You’ll become part of our transparent, high-performing, and close-knit team
- We guarantee you will learn a tremendous amount in a short time. For those who value and excel in transparent, high-intensity, and high-impact environments, there is significant opportunity for advancement.
Base Salary
- The US base salary range for this full-time position is $100,000 - $136,000.
- The range displayed on each job posting is based on Noom’s estimate as of the date of publication and reflects the minimum and maximum target for the position across all US locations. The actual placement of the candidate within the range is based on factors including but not limited to relevant experience, assessment of functional skills and behavioral competencies, and scope. This range is not inclusive of any discretionary bonus or equity package.
Other Elements of the Rewards Package
- Noom currently offers a comprehensive and generous total rewards package. This package generally includes discretionary performance-based bonus, stock awards, healthcare & retirement benefits, paid holidays, paid time off, disability benefits and various wellness programs, etc.
Location
- By applying to this position you will have an opportunity to share your preferred working location from the following:
- In-office Locations:
- New York, NY, USA
- Princeton, NJ, USA
- Remote location(s): United States.
More About Noom
At Noom, we believe that the individual is the greatest force for good, not just in their health but in unlocking their fullest potential. We apply the same principles inside Noom. Across our dynamic organization, we empower our teams to execute on big ideas and we start and end each day with responsibility to make the world a healthier place. Fortune, Inc., Glassdoor, and Crain’s have all named Noom a Best Place to Work including being named on Fortune’s lists for Best Workplaces in New York, Best Workplaces in Technology, Best Workplaces for Women, and Best Workplaces for Millennials.
Noom is proud to be an Equal Opportunity Employer, and all applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, caste, national origin, physical or mental disability, protected veteran status, age, or any other characteristic protected by applicable law. Noom is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities. To request reasonable accommodation, please email accommodations-help@noom.com.
To help protect against potential hiring scams, please be aware that all email communications from the Noom Talent team and/or hiring managers will come only from an @noom.com email address. Our assessment process includes multiple phone and/or video interview rounds, and we will never ask you for personal payment, require you to purchase equipment, or extend a job offer without the completion of this interview process. If you are unsure about the validity of a Noom job posting on another website, we strongly encourage you to instead apply directly through our website.
