What You’ll Be Doing:
We are looking for a Sr. Manager, Customer Insights to help us establish the new Customer Insights function at Grow Therapy. This function is meant to help us identify and summarize pain points experienced by our customers and develop recommendations for changes that would improve upon those pain points. You’ll be part of a remote-friendly team reporting directly into the Director of Strategy & Operations. Your responsibilities will include:
- Collect and analyze feedback from patients and providers through surveys, interviews, and other feedback mechanisms.
- Monitor trends in customer behavior and preferences including by analyzing and deep diving the large volume of support tickets that come into our Customer Ops department
- Work with other departments to translate insights into actionable strategies.
- Develop and maintain customer personas and journey maps.
- Report on key metrics related to customer satisfaction and engagement and provide strategic recommendations to leadership.
Salary range: $131,962 - $172,000
You’ll Be a Good Fit If:
- You have 5-7 years of experience in an Insights/Data-driven role
- You have basic SQL skills
- You have significant experience building dashboards and reports
- You have experience working in ticketing systems and understand how a Customer Success team operations (preferred)
- You have experience navigating cross-functional teams, specifically between Ops and Product
- You have strong problem-solving skills with the ability to structure ideas, prioritize, scope, document, and communicate a clear plan of action
If you don’t meet every single requirement, but are still interested in the job, please apply. Nobody checks every box, and Grow believes the perfect candidate is more than just a resume.