Manager, Member Success Operations

About Carrot:

Carrot Fertility is the leading global fertility and family-building platform providing care for everyone, everywhere. Trusted by more than a thousand multinational employers, health plans, and health systems, Carrot's comprehensive clinical program delivers industry-leading cost savings for employers and award-winning experiences for millions of people worldwide. From maternity through menopause and pre-pregnancy through parenting, Carrot is dedicated to expanding access and improving outcomes. Carrot empowers members with compassionate, personalized, and inclusive support.

 The Role: 

We are looking for a skilled call center operations leader to join our service center team at Carrot in Des Moines Iowa. At Carrot, we firmly believe in providing accessible, inclusive, and high-quality fertility and family-forming care to all individuals. This role will lead a team that supports the daily operations of our Member Success organization that is interacting with members via phone, email, video chat and other communication avenues.  

The manager of Member Success Operations will oversee operational responsibilities establishing schedules, training, and resources in alignment with the overall goals of the department, ensuring the team is available and equipped to care for members. Working closely with Member Success leaders, your team will provide the support required to meet customer satisfaction and company goals. This role will also work closely with our Operations team leadership aligning daily success with annual planning and overall alignment to strategic goals for the department. We will look to you to support KPIs, guide operational requirements and implement best practices. To be successful you must have a strong understanding of the contact center environment and the key levers to guarantee performance.

By joining our service center team, you will contribute to Carrot's mission of inclusivity and accessibility in fertility and family-forming services, making a meaningful impact on the lives of individuals and couples.

The Team: 

The Member Success team is composed of compassionate individuals with experience in the healthcare industry and is guided by leaders with significant experience leading and scaling a contact center. They are passionate, focused, hard working and committed to the needs of each member.

The team supports all legal paths to parenthood and works with members living in the US and 50+ countries (and growing) around the world. 

Minimum Qualifications: 

• Minimum of 2 years of leadership experience in a customer care/call center environment.
• Minimum of 3 years of experience with call …