Sr Mgr, Customer Support & Incident Management
Accolade

Plymouth Meeting, Pennsylvania


About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade's Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

Role overview

The Senior Manager, Customer Support & Incident Management, who reports to Director, Customer Support is directly responsible for a team of Customer Support Analyst's and Customer Support Manager whose mission is to provide a superior customer and member experience when triaging, researching, and resolving escalated tickets in addition to leading incident management for the organization.This role will also be providing oversight in the mitigation of larger scale outages or issues by leading root cause analysis and business impact across the platform and organization to provide recommendations for better processes.

The Senior Manager, Customer Support & Incident Management will be responsible for strategically leading the Customer Support team, so they can be knowledgeable, empowered, empathetic, and solution focused while addressing questions, issues or incidents within SLA's that result in a high level of customer satisfaction. This role will be responsible for reducing ticket volume with strategic focus on identifying ticket types that can be proactively solved by code or automation.

This role will also be providing leading and oversight in the mitigation of larger scale outages or issues by leading root cause analysis and business impact across the platform and organization to provide recommendations for better business processes.

A day in the life...

  • Establish and prioritize objectives to ensure synchronized processing and handling of tickets within established turnaround times.
  • Set the strategy and focus in areas that are peripheral to Customer Support such as Engineering, Product, and Implementation.
  • Directly responsible for team meeting all performance and metrics goals.Identify trends and patterns for ticket volume and work with Readiness to build out processes and tools for the Technical team.
  • Responsible for Incident Management function and adherence to IM guidelines, playbook, and interaction with Engineering teams to facilitate timely incident response and resolution.
  • Incident Management will also provide analysis and ticket trends to fully mitigate outages and will facilitate the outcome meetings, post mortem documentation and Root Cause Analysis data.
  • Responsible for leading the team while adhering to and demonstrating all Accolade Cultural Cornerstones. Independently makes decisions impacting resource utilization and team processes.
  • Actively engaged with Director, Customer Support to align on team performance and functions.
  • Administer coaching for team members to ensure alignment on performance expectations.Deliver annual performance reviews and quarterly check in's with team members to ensure proper performance levels are met and team career progression opportunities are communicated.
What we are looking for...
  • Bachelors Degree or equivalent working experience. Post graduate degree may be desirable.
  • Minimum of 5+ years related experience
  • Senior level management experience in technical field or equivalent experience.
  • Extensive work experience in a rapidly growing or rapidly changing environment.
  • Strong troubleshooting skills
  • Strong interpersonal and customer service skills
  • Strong verbal and written communications skills
  • Ability to navigate Accolade processes and tools
  • Act as a calming and settling influence in tense situations; looked to by others for directions and guidance
  • Create effective strategies for complex cross-organizational projects
  • Desirable Technical Experience:
  • Microsoft Office Suite support
  • Strong working knowledge of Accolade's systems and products
  • Expert on hardware & software with strong proficiency
  • Zendesk or other Helpdesk Ticketing software experience
  • SharePoint
  • Desired Personal Characteristics:
  • Responsive - Respond promptly to All Slack and all escalation requests
  • Professional, Courteous and Empathetic - Appreciate the negative impact escalated issues have on the ability of AHAs to serve clients or on client's perception of our company
  • Thorough - Collect all relevant details to allow for comprehensive escalation diagnosis
  • Accurate - Apply correct research efforts and coaching recommendations for proper service recovery.
  • Observant - Connect the dots in customer escalations to identify trends/insights that lead to actionable steps.
  • Ready for Change - comfortable with rapid change, thrive in a startup-like environment
  • Intellectually Curious - Desire to resolve root cause rather than apply temporary band-aid
  • Organized - Able to orchestrate and focus on priority tasks

What is important to us

Creating an enduring company that is hyper-focused on our culture and making a meaningful impact in the lives of our employees, members and customers. The secret to our success is:

We find joy and purpose in serving others

Making a difference in our members' and customers' lives is what we do. Even when it's hard, we do the right thing for the right reasons.

We are strong individually and together, we're powerful

Trusting in our colleagues and embracing their different backgrounds and experiences enable us to solve tough problems in creative ways, having fun along the way.

We roll up our sleeves and get stuff done

Results motivate us. And we aren't afraid of the hard work or tough decisions needed to get us there.

We're boldly and relentlessly reinventing healthcare

We're curious and act big -- not afraid to knock down barriers or take calculated risks to change the world, one person at a time.

Accolade at a glance...

Accolade is a personalized health and benefits solution that dramatically improves the experience, outcomes and cost of healthcare for employers, health plans and their members. With a unique blend of compassionate advisors, clinical experts and intelligent technologies, we engage individuals and families in their health, establish trust, and influence their decisions at every stage of care. Accolade connects the widest array of personal health data and programs to present a single point of contact to the most effective health and benefits resources, while coordinating with providers at every step. Accolade consistently achieves 70 and higher Net Promoter Scores, 98% consumer satisfaction ratings, and up to 15% employer cost savings. Accolade has been recognized as one of the nation's 25 most promising companies by Forbes, a fastest-growing private healthcare company by Inc. 5000, and is consistently rated a Top Workplace across the country. For more information, visit accolade.com.

We strongly encourage you to be vaccinated against COVID-19.

What is important to us...

Creating an enduring company that is hyper-focused on our culture and making a meaningful impact in the lives of our employees, members and customers. The secret to our success is:

We find joy and purpose in serving others
Making a difference in our members' and customers' lives is what we do. Even when it's hard, we do the right thing for the right reasons.

We are strong individually and together, we're powerful
Trusting in our colleagues and embracing their different backgrounds and experiences enable us to solve tough problems in creative ways, having fun along the way.

We roll up our sleeves and get stuff done
Results motivate us. And we aren't afraid of the hard work or tough decisions needed to get us there.

We're boldly and relentlessly reinventing healthcare
We're curious and act big -- not afraid to knock down barriers or take calculated risks to change the world, one person at a time.

Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience.

To review our policy around data use, visit our Accolade Privacy Policy Page. All your information will be kept confidential according to EEO guidelines.

Accolade



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