Your Impact on our Mission:
Zocdoc’s most important asset is our people. As a Manager, Provider Experience, you’ll play a meaningful role in making sure our providers receive best-in-class support, maximizing their value from Zocdoc, and fostering a high-performing, inclusive team environment.
You’ll enjoy this role if you are…
- Personally motivated by developing talent and empowering a team to achieve ambitious goals.
- Autonomous, urgent, and creative. You genuinely love solving complex challenges and driving continuous improvement in customer experience.
- Highly empathetic and dedicated to fostering a positive and inclusive team culture.
- Passionate about delivering exceptional customer service and driving high provider satisfaction.
- A natural leader who thrives in a dynamic, fast-paced environment.
- The kind of person who takes full ownership of their team's success and consistently strives for excellence.
- Serious about your work, but not about yourself. Let’s face it - the way things are going, you kind of need a sense of humor.
Your day to day is…
- Fully owning the leadership and management of a team of Provider Experience Specialists to deliver exceptional customer service.
- Authentically coaching team members at various performance levels, fostering their growth and development.
- Building and fostering relationships with your direct reports, cross-functional stakeholders, and senior leadership.
- Identifying challenges and opportunities in the role and correctly identifying the primary ones that impact the business.
- Solutionizing with senior leadership and effectively communicating with cross-functional stakeholders.
- Creating bespoke Salesforce Reports (or Dashboards) to quickly diagnose team challenges and effectively communicating performance metrics to your manager and the leadership team.
- Providing supervisor coverage and support, handling all escalated issues, including complex technical issues and staffing adjustments.
You’ll be successful in this role if you have…
- An unrelenting desire to build more equitable, inclusive, and diverse workplaces. You view this role as an opportunity to create positive change.
- Meaningful (2+ years) experience in leading and managing customer experience or client success teams, preferably in the healthcare industry.
- Passion for delivering best-in-class customer service and promoting a customer-centric culture.
- A compassionate but consultative, and confident approach with team members and customers.
- A fundamental understanding of performance management, talent development, and stakeholder communication.
- The mentality of an entrepreneur/owner and a strong bias to action.
- Superb communication skills! You believe in keeping all of your stakeholders in the loop and know that multiple mediums of communication are the key to success.
- Humility. You believe in treating all people with dignity and respect, regardless of title or tenure.
Benefits:
- Unlimited PTO
- 100% paid employee health benefit options
- Employer funded 401(k) match
- Corporate wellness programs with Headspace and Peloton
- Sabbatical leave (for employees with 5+ years of service)
- Competitive parental leave
- Cell phone reimbursement
- Great Place to Work Certified
Zocdoc is committed to fair and equitable compensation practices. Salary ranges are determined through alignment with market data. Base salary offered is determined by a number of factors including the candidate’s experience, qualifications, and skills. Certain positions are also eligible for variable pay and/or equity; your recruiter will discuss the full compensation package details.
Remote Base Salary Range
100,000 USD
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