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Title: Director of Support (Maven Payment Products)

Location: New York or US

Maven is the largest virtual clinic for women’s and family health, offering continuous, holistic care for fertility and family building through maternity, parenting, pediatrics and menopause. Maven’s award-winning digital programs are trusted by leading employers and health plans to reduce costs and drive better maternal health outcomes, as well as enhance DE&I in benefits programs. Founded in 2014 by CEO Kate Ryder, Maven has been recognized as Fast Company’s #1 Most Innovative Health Company and has grown to 15 million lives covered. Maven has raised $300 million in funding from leading investors including General Catalyst, Sequoia, Oak HC/FT, Dragoneer Investment Group and Lux Capital.

An award-winning culture working towards an important mission Maven Clinic is a recipient of over 30 workplace and innovation awards, including:

• TIME 100 Most Influential Companies (2023)
• CNBC Disruptor 50 List (2022, 2023)
• Fast Company Most Innovative Companies (2020, 2023)
• Built In Best Places to Work (2023)
• Fortune Best Workplaces NY (2020, 2021, 2022, 2023)
• Great Place to Work certified (2020, 2021, 2022, 2023)
• Fast Company Best Workplaces for Innovators (2022)
• Built In LGBTQIA+ Advocacy Award (2022)

Maven is looking for an experienced Director of Support, Maven Payment Products. Reporting directly into Maven’s VP, Customer Support, you will be responsible for ensuring that we deliver high quality, trusted and empathetic care to our members around Maven’s core programs including Maven Wallet, a benefit administration program; Maven Milk, our breast milk shipping service; and Welcome Boxes, our incentives program. We are seeking a Director who is able to continue to build on the foundational processes and systems to meet the demand of our fast-growing member base. The ideal candidate has experience building out and leading high performing support teams that manage complex workflows while ensuring a seamless member experience.

As Director of Support, Maven Payment Products at Maven, you will:

• Scale and manage a high performing frontline team, developing a playbook for success that includes consistent workflow expectations and SLAs as we scale to ensure exceptional member support
• Take on an ownership mentality for Maven’s Wallet & Milk programs, ing deep to understand the operational workflows, complexities, and opportunities in order to implement day-to-day improvements to drive efficiency, value, and accountability toward KPIs
• Analyze member feedback and data to identify trends, areas for improvement, and opportunities to enhance the overall member experience
• Partner with Maven’s Product org as a subject matter expert to provide insights and member concerns for consideration in Product Roadmap
• Partner with our Care Support, Care Advocacy, Product, Data, Provider Operations, Engineering, and Client Success teams to ensure alignment on program objectives
• Own relationship with vendor partners to ensure we continuously deliver a cohesive experience for our members
• Act as a point of escalation for complex member issues, driving problems to resolution within defined SLAs to maintain member trust and loyalty while managing communication with key stakeholders
• Hop in when needed to directly support member inquiries in times of high volume or during staffing gaps
• Recruit, train, and mentor your team, focusing on professional growth and fostering a culture focused on exceptional and empathetic customer service

We’re looking for you to bring:

• 6+ years of experience in customer support or experience at a digitally-driven company, with at least 4 years of management experience
• Strong operational skills including de-escalation and escalation management, operations execution, project management and relationship management
• Expertise managing and coaching team members and driving a high performance culture in a fast-paced, high growth environment
• Experience managing email and voice support
• Track record of driving improvement with impactful and measurable results and a demonstrated ability to drive decisions with data
• Willingness to get in the weeds with a complicated product
• Strong written and verbal communication skills with a sharp attention to detail
• Schedule flexibility to meet with direct reports who may work non-traditional hours
• Experience in Zendesk a plus
• Experience managing remote teams

Helpful experiences and skills (if you don’t have them, you can learn them with us!):

• Background in a healthcare benefits and insurance
• Experience with procurement operations

For candidates in NYC, CA, CO, the salary range for this role is $160,000-$190,000 per year. You will also be entitled to take part in the company bonus program and receive stock options and benefits. Inidual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.. Inidual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

At Maven we believe that a erse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams.

Benefits & Perks:

We are reimagining what a supportive workplace looks like, from the inside out. On top of standards such as employer-covered health, dental, and insurance plan options, and generous PTO, we offer an all-of-you, inclusive approach to benefits:

• Maven for Mavens: access to the full platform and specialists, including care for everything from mental health, reproductive health, family planning, pediatrics.
• Whole-self care through wellness partnerships
• Weekly breakfast, lunch, and get-togethers
• 16 weeks 100% paid parental leave, flexible time upon return, and $1.5K/mo for 2 months, new parent stipend (for Mavens who’ve been with us at least six months)
• Udemy, annual professional development stipend, and access to a personal career coach through Maven
• 401K matching for US-based employees (immediately vesting)

These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits.

Maven is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Maven is committed to providing access, equal opportunity and reasonable accommodation for iniduals with disabilities in employment, its services, programs, and activities. Maven Clinic interview requests and job offers only originate from an @mavenclinic.com email address (e.g [email protected]). Maven Clinic will never ask for sensitive information to be delivered over email or phone. If you receive a scam issue or a security issue involving Maven Clinic please notify us at: [email protected]. For general and additional inquiries, please contact us at [email protected].