Client Experience Leader

Steadily•Overland Park, KS

10d•Onsite

About The Position

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. You'll operate with the judgment, data fluency, and workforce-planning rigor we'd expect of a director-level role while carrying full frontline management responsibility for a team of licensed specialists and account managers who own the end-to-end servicing of Steadily policies. The title and compensation will reflect that bar.

Requirements

A track record of building strategy and running organizations at scale. You have led large teams or multiple teams in a frontline, customer-facing servicing or support environment.
Strong data analysis skills. 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.
Demonstrated workforce management and staff planning experience. You have built forecasting, capacity modeling, scheduling, and service-level management for a contact center.
Proven use of voice-of-customer insight to drive operational and experience improvements.
Relentlessly high standards, strong judgment, and the operational and business acumen to work across every level of internal stakeholders and external clients.
Comfort moving fast with limited oversight, taking calculated risks, and making decisions in a dynamic, high-context environment.

Responsibilities

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.
Run rigorous workforce management and staff planning: forecast volume, model staffing and capacity, set schedules and service levels, and plan hiring ahead of demand.
Operationalize voice-of-customer insights. Systematically capture what policyholders are telling us and convert it into concrete changes to how we staff, train, and service.
Partner across CX, Sales, Claims, Product, and Engineering to remove friction and improve the client experience end to end.
Report to the Chief Experience Officer (CXO) and provide regular executive leadership updates.
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.
Coach as a player-coach. Get in the weeds alongside the team, raise the performance bar with every hire and promotion, and apply the 'Keeper Test' honestly.