Client Experience Leader

Responsibilities

• Partner with leaders to build scalable infrastructure, workflows, and playbooks for Customer Support
• Use data to drive performance across service levels, quality, retention, and productivity
• Manage workforce planning, including volume forecasting, capacity modeling, and scheduling
• Operationalize voice-of-customer insights to improve staffing, training, and service
• Collaborate across CX, Sales, Claims, Product, and Engineering to remove friction
• Lead and develop a high-performing team of licensed insurance specialists and account managers
• Provide regular executive leadership updates to the Chief Experience Officer

Requirements

• Proven track record of running large organizations at scale in a customer-facing environment
• Strong data analysis skills with proficiency in Excel and BI tools like Looker, Tableau, or Power BI
• Demonstrated experience in workforce management and contact center staff planning
• Experience using voice-of-customer insights to drive operational improvements
• Ability to work in a fast-paced, dynamic environment with limited oversight

Benefits

• Top of market salary plus equity (stock options)
• 3 weeks PTO plus 6 federal holidays
• Medical, dental, vision, life, disability, HSA, and FSA insurance
• 401(k) retirement plan
• Relocation stipend available for candidates relocating within 60 days
• Free snacks and team lunches

About the Company

Steadily is a fast-growing, well-funded insurance technology company managing over $20 billion in risk. Recognized by Forbes and Inc. 5000, the company focuses on building world-class experiences for its users through a collaborative and candid culture.