Steadily

Client Experience Leader

Overland Park, KS · Director · Full-time

Sponsorship not specifiedDetected 29 days ago

Data AnalysisData VisualizationForecastingExcelCustomer SupportLeadership

About the role

This role is for someone who has already built strategy and run organizations at scale, not someone stepping into their first or second management seat.
Get in the weeds alongside the team, raise the performance bar with every hire and promotion, and apply the 'Keeper Test' honestly.
We pay at the top of the Kansas City market (see comp). - Growth opportunity.

Partner with other leaders on the strategy for the Customer Support team to build scalable infrastructure, workflows, and playbooks that let servicing quality hold as the org continues to grow.
Turn data into decisions. Build and read the metrics that matter (service levels, quality, retention, productivity, cost-per-contact) and use them to drive performance, not just report on it.
Partner across CX, Sales, Claims, Product, and Engineering to remove friction and improve the client experience end to end.
Lead and develop a high-performing frontline servicing team of licensed insurance specialists and account managers responsible for the end-to-end servicing of Steadily policies.
Proven use of voice-of-customer insight to drive operational and experience improvements.
Steadily is building a workplace of team members who are passionate and excited to be together in person, and our Overland Park office is key to our fast-paced growth.
We're growing fast, we manage over $20 billion in risk, and we're exceptionally well-funded.

You are highly proficient with Excel and fluent with data-visualization and BI tools such as Looker, Tableau, Power BI, or Metabase, and you use data to set strategy, not just to look back.
You have built forecasting, capacity modeling, scheduling, and service-level management for a contact center.
Comfort moving fast with limited oversight, taking calculated risks, and making decisions in a dynamic, high-context environment.

Top of market salary + equity
Our Client Experience team's core mandate is to deliver world-class, end-to-end experiences for our users that drive brand loyalty and retention.
We're hiring a senior leader to operationalize that mandate on the frontline of servicing our customers.
This is a senior leadership role on the Customer Support side of our Client Experience org.
This role is for someone who has already built strategy and run organizations at scale, not someone stepping into their first or second management seat.
The title and compensation will reflect that bar.

Relocation: Stipend for candidates willing to relocate within 60 days of offer
We're an early-stage, fast-growing company where you'll wear a lot of hats and shape product decisions.
Stock options in a fast-growing company

Check out our culture deck http://steadily.com/culture to learn what we're all about.

This listing is sourced directly from Steadily's careers page and normalized into a canonical job model.