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Customer Care Manager - Pelvital (Remote)

PelvitalTM is an early stage medical technology company focused on women’s health. Our vision is to significantly improve the lives of people who suffer from pelvic floor disorders. We are working to expand conservative treatment options to inspire consumers to treat conditions like incontinence rather than cope with symptoms. Our first product, Flyte™, is a simple, clinically proven in-home treatment for female stress urinary incontinence, designed to treat weakened pelvic floor muscles to reduce bladder leaks and restore continence. As we are in limited market release of our first product and prepare to scale up in 2021, we have an exciting opportunity for a customer care manager to join our team. [See our website https://flytetherapy.com/ for more information.] The customer care manager empowers women to treat incontinence through clinically appropriate information and empathetic support. You will be responsible for establishing and leading Pelvital’s customer care team.

Accountabilities

• Working collaboratively with other Pelvital leaders to define Pelvital’s customer care foundation including vision, best practices, platforms, processes, procedures; lead implementation efforts and scale operations as Pelvital expands from limited market release to full market release supporting increasing numbers of patients.

• Ensure proper execution of our customer care vision, enabling excellent patient experiences and outcomes, while ensuring compliance with all procedures and regulations.

• Support patients and prospective patients directly (M-F, 8 am – 5 pm) as they contact Pelvital with questions about Flyte, features and benefits and proper use. During our limited market release and prior to full scale up, this position will provide direct support.

• As we prepare to scale up, analyze and advise on best operational model (staff internally vs outsource); hire, train and supervise direct support customer care team; manage day to day operations of the team.

• Enable a high-quality customer experience and operational efficiency through measurement and analysis of the customer experience, process optimization, quality assurance and customer advocacy.

• Participate in our Flyte User Feedback Program, by engaging in short, structured phone interviews with female customers who have already enrolled in the program and consented to provide feedback at specific points in time during the 6-week treatment period. Listen to and synthesize insights. This program is used during our limited market release.

• Manage customer experience research and feedback through our ongoing Flyte Follow Up Program, which has been built on the Qualtrics platform. Work with team and with survey vendor as needed to ensure customer survey data, engagement system and reporting/dashboards are optimized. Recommend and implement enhancements to better serve customers and meet Pelvital goals.

• Analyze data and represent voice of customer to internal team members as we develop new products and services.

• Work with team to conceive of, develop, implement, and manage new ways to build community among prospective users and patients such as Ask Our Nurse, private Facebook community etc.

• Consult on patient and prospect content marketing plans and content to ensure effective patient and prospect education.

Required Skills :

•B.A. / B.S. in related field; Nursing or Physical Therapy degree preferred

•Proven track record in customer/patient-focused environment

•3+ years’ clinical support experience, preferably in medical, medical device, pharmaceutical, healthcare or consumer product related field. Knowledge of and experience supporting patients in women’s health is preferred

•3+ years of management / leadership experience including successful track record of developing and leading teams preferred

•Excellent verbal and written communication skills. Comfortable in dealing with intimate health matters in a knowledgeable, professional and empathetic manner

•Experience with customer service or CRM platforms preferred

•Project management experience preferred

•Highly structured approach to work with strong attention to detail + big picture thinking

•A commitment to helping patients achieve improved medical outcomes

Contact Info

For more information check out https://flytetherapy.com/. Please contact our VP of Marketing and Customer Experience, Carrie Vollmer, at This email address is being protected from spambots. You need JavaScript enabled to view it. or call 612-552-8226 to learn more or to submit a resume.