Team Lead- CARE
About The Position
The CARE Lead Specialist helps define, build, test, deploy, and sustain CARE roles, workflows, and operating routines. The role serves as a subject matter resource for CARE Specialists and operational leaders, translating business needs into clear, scalable processes and supporting testing, training, deployment, and ongoing updates in partnership with Operations, Learning and Development, Quality, Workforce Management, Product, Engineering, and other business partners. The CARE function proactively identifies and addresses customer situations that could lead to first-call resolution failures, repeat contacts, escalations, or negative experiences. Through early intervention, outbound customer contact, and timely case resolution, CARE aims to improve the customer journey and operational efficiency. CARE Specialists work assigned outbound cases and support strategic initiatives such as PolyAI testing, end-to-end user acceptance testing, and other business-critical projects. Modeled on the EU Outbound approach, CARE supports customers who do not opt into digital experiences, prefer not to file online, or need help navigating available options as the Digital First strategy expands in North America. Success is measured by program impact, customer experience, operational efficiency, quality and accuracy, and risk prioritization. The role supports improvements in contacts per claim, inbound voice volume, claim duration, SLA performance, CSAT, NPS, case completion, repeat contacts, and resolution quality. It also helps prioritize high-severity and high-frequency issues, including stalled payout, replacement, repair, intervention-screen, and preapproval cases. The role supports consistent CARE processes while accommodating partner-specific, customer-specific, and risk-based handling needs. It reinforces ethical conduct, customer focus, data protection, accurate documentation, and responsible use of tools, systems, and AI-supported processes. Duties, responsibilities, workflows, systems, and activities may change based on business needs, customer experience priorities, compliance expectations, or operational requirements.
Requirements
- Ability to translate business objectives into clear, scalable role expectations, workflows, procedures, and operating routines.
- Experience or capability supporting UAT, pilots, defect documentation, scenario validation, and readiness assessments for processes, systems, dashboards, and AI-supported workflows.
- Ability to support implementation, training readiness, communications, issue tracking, and post-launch stabilization.
- Ability to develop, review, and reinforce job aids, knowledge content, training materials, duty updates, and specialist guidance.
- Operational judgment and problem-solving skills to use knowledge of claims workflows, SLA risk, customer friction, escalation drivers, fulfillment steps, case outcomes, QA findings, and performance trends to identify root causes and recommend improvements.
- Ability to collaborate across Operations, Learning and Development, Quality, Workforce Management, Product, Engineering, and leadership.
- Ability to maintain current role, workflow, testing, and process documentation and stay current on systems, business needs, policy, and governance expectations.
- Understanding of claims workflows, intervention points, SLA requirements, and fulfillment steps, with the ability to manage and prioritize multiple cases through resolution.
- Customer advocacy skills, including identifying customer friction, communicating empathetically, resolving concerns, and protecting the customer experience before issues escalate.
- Communication and conflict-resolution skills, including explaining next steps, de-escalating concerns, and coordinating with internal partners.
- Critical-thinking and root-cause-analysis skills to connect case activity and trends to FCR, SCR, CSAT, NPS, and SLA outcomes and recommend actions that reduce repeat contacts.
- Proficiency using case management tools, Salesforce queues, intervention dashboards, NICE InContact, and other systems to research and resolve cases.
- Adaptability to cross-support lines of business, learn new workflows, and support testing, pilots, and business-critical projects.
- Commitment to continuing education and skill development, including staying current on AI tools and governance.
Responsibilities
- Develop, refine, and maintain CARE role responsibilities, operating routines, workflows, decision points, documentation, and support expectations.
- Support the creation, review, and testing of CARE functions, including case identification, queue monitoring, outbound follow-up, SLA risk review, resolution paths, and escalation prevention.
- Participate in user acceptance testing, pilots, test case development, defect identification, and process validation for systems, dashboards, AI-supported workflows, and operational changes.
- Provide structured feedback to leadership and cross-functional partners about system gaps, workflow issues, customer friction, specialist readiness, and improvement opportunities.
- Support deployment and post-launch stabilization, including readiness criteria, training and communication needs, issue identification, performance monitoring, and continuous improvement.
- Partner with Learning and Development and operational leaders on training, job aids, knowledge updates, nesting, and ongoing support for CARE Specialists.
- Ensure CARE processes are applied consistently while supporting partner-specific, customer-specific, or risk-based handling needs.
- Reinforce expectations for ethical conduct, customer focus, data protection, accurate documentation, and responsible use of tools, systems, and AI-supported processes.
- Support leaders with insights on process adoption, recurring defects, customer friction, and opportunities to improve FCR, SCR, CSAT, NPS, claim duration, and cost per claim.
- Manage and prioritize assigned cases through resolution, support outbound customer contact, and help resolve stalled or high-risk claims before escalation.
- Stay current on AI tools and governance and apply critical thinking to the AI customer journey, root cause analysis, specialist coaching, and feedback to Engineering.
- Adapt to cross-support lines of business, learn new workflows, and support testing, pilots, and business-critical projects.
Benefits
- Medical, dental, and vision coverage with network optionality and the ability to contribute to an HSA or FSA.
- Up to 4% company match into a 401(k) and contributions into a company-sponsored pension.
- $75 per month budget to support physical wellbeing.
- $80 per month stipend to subsidize connectivity costs.
- Mental health resources, including free one-to-one therapy, coaching sessions, and digital resources.
- Supportive leave policies.
- Competitive PTO program with 9 paid company holidays.
- Tuition reimbursement up to $5,250 per year.
- Hybrid work arrangements with regular investment in team gatherings and offsites.
- Various corporate perks and discounts.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
