Please read the whole job post before applying.
Moxie enables nurses to become entrepreneurs, and grow successful, independent businesses. MedSpas are booming, regulated practices that provide aesthetic services like Botox, fillers, and more.
Today, 80% of them in the US are individually owned and operated and we want to keep it that way. We provide entrepreneurs with the tools and expertise to operate with the scale of a large chain while remaining independent.
We enable our providers to focus on caring for their patients and make them more successful than they would have been alone. We are a well-funded startup with many happy providers and quickly scaling revenue.
We’re looking for an Operations Manager who can develop, scale, and operate our Virtual Front Desk Service. We launched in May, the service has been growing quickly to over 20 clients and 5 representatives, and we want a professional manager who can refine and grow our operations to the next level, e.g. onboarding, training, managing our representatives, onboarding clients, improving SOPs, and reporting.
You will report to Sarah-Head of Provider Success, who owns our entire client experience and their growth: we are in the business of empowering them to grow independent MedSpas – this service is a key unlock for them as they grow.
We’re looking for a mid-career professional with real experience building or running a virtual service operation from the Philippines, serving US customers.
This is an opportunity to operate and build a better version of a BPO service: we care about our people and their growth because we think it will deliver the best performance and impact for our customers.
Requirements:
-Bachelor’s Degree: A foundational requirement for understanding business principles.
-Customer Service Strength: A robust 10+ years of interacting with customers, including support for U.S. clientele and preferably on behalf of the technology industry, to ensure an in-depth understanding of customer needs.
-Management Expertise: 3-5 years of hands-on experience managing a team, demonstrating skills in hiring, onboarding, and performance management to cultivate a motivated and high-performing team.
-Process & Operations Acumen: A proven track record in building and refining processes, showcasing an ability to enhance efficiency and effectiveness across operations.
-Technical Proficiency: Familiarity with essential technology and tools, including CRM systems and other relevant software, indicating readiness to leverage modern solutions for streamlined service.
Our 2023 Objectives for the Role
Team
-Grew the team from 5 to 12+ representatives by the end of the year.
-You’ve built a very strong team with real cohesion and high performance.
-You did this in part by standardizing the full employee life cycle: hiring, performance management, instituted regular QA, and improved training.
Clients
-You’ve become integral to client management by managing the portfolio (e.g. which representatives support which clients), being the first point of contact for client questions and escalations, and regularly collecting feedback from them.
Operations
-Refined the operating model and made it run more smoothly, meaning fewer manual interventions and high predictability: e.g. expanded the number of SOPs, created standards, and clarified processes.
Improved our management with regular reporting processes, metrics, and ultimately measurement against satisfaction goals.
Tooling
-You’ve helped us implement better software and tools that drive this operating model, including telephony, and CRM.
We’re looking for:
Strength in Team Management:
-You’re an effective and empathetic manager of people and work well within a team.
-Ability to hire, train, and supervise staff, fostering a positive, productive environment.
-In fact, you have a track record of building high-performing teams.
Client Support Skills:
-Proven track record of handling customer inquiries and resolving issues in a professional and empathetic manner.
-An appreciation for US-based small-business customers.
Process Improvement Mindset:
-You have a track record of solving new problems and delivering a solution.
-Familiarity with assessing and refining operational procedures to increase efficiency and customer satisfaction.
-You’re able to balance the strategic and operational, comfortably iterate, and know when to “done is better than perfect”.
Cultural Understanding:
-Awareness of or experience working with a US-based startup team, understanding cultural nuances and communication styles to ensure smooth collaboration.
Passion for Health and Wellness
-Puts high value on overall well-being with the ability to translate this towards helping our clients and their customers achieve their respective goals.
Why join us
Above all, we’re in this to empower small business owners to own and grow their businesses. If you succeed, Med Spas will remain the opportunity for independent owner-operators instead of being dominated by a small number of large chains. If that speaks to you, speak to us.
We have much left to build. But given the market feedback we’re getting and our founding team’s company-building experience, we think we are writing the first chapters of a real success story.
Experience taking over a service line and scaling it. A role like this molds to its owner, but inevitably stretches and grows you as well.
To apply, kindly go to the link below and follow the set of instructions:
/Moxie/d7e95f18-3d48-4c80-84d3-0878353e1699/application
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