Head of Customer Experience
MilkMate’s mission is to support and empower working moms. MilkMate is proud to introduce the market’s first fully integrated, in-workplace breast pumping solution to meet the needs of employees who wish to breast pump in the workplace and employers who care to support them. MilkMate believes that working moms should never have to choose between family and a professional career due to the challenges of breast pumping in the workplace.
Head of Customer Experience – Role Overview
The ideal candidate will own defining what the optimal customer and user experience looks like at MilkMate and will set this up in a way that can scale as the Company grows.
Responsibilities:
- Build out the entire customer engagement journey at MilkMate to ensure customers and end-users have the most positive experience with MilkMate
- Build and lead Account Management team to handle all MilkMate customers in a post-sale/renewal-focused capacity
- Stand up Customer Support desk to ensure end-users have a channel to communicate with MilkMate; develop appropriate SLA guidelines
- Develop feedback loop to ensure MilkMate is constantly striving to improve the overall customer experience
- Develop MilkMate’s customer experience KPIs
- Partner cross-functionally across all operations and sales channels and ensure functional decisions outside of CX are made with the customer in mind
Qualifications:
- 8+ years of experience in customer experience; a combination of B2B and B2C company experience as well as any medical device experience is a plus
- Strong leadership skills and a proven ability to manage high-performing teams
- Exceptional analytical skills; a track record of improving customer experience KPIs in previous roles
- Knowledge of Quality Management Systems and how to manage customer complaints and POs through a QMS is a plus
- Ability to operate in a fast-paced environment, managing multiple projects simultaneously and prioritizing time and resources based on business impact
This role is based in Manhattan, NY, and MilkMate has a 3 days in/2 days work remote schedule.
If you are seeking the opportunity to gain early startup experience, you are entrepreneurial in spirit, have a “no problem is too big to solve” mindset, and are passionate about supporting and empowering working mothers, come join us as we look to scale our Company in a major way!
If interested in learning more about the role, please contact info@milkmate.com.
