user experience lead

TikTok

Design
 
Product Design Leader (Platform Responsibility) - TikTok UX (San Jose)
 
Location
 :
 
San Jose
 
Employment Type
 :
 
Regular
 
Job Code
 :
 
A137899A
 
Responsibilities
 
About The Team
 We are working on Privacy and Content Ecosystem to build a fair and trust platform for our users, by providing specific user protection, transparent controls and content distribution. For the long term, we want to be experts in the industry. Join our fast growing team at TikTok in the SF Bay Area to lead and own product features that help evolve and drive impact for everyday consumers and creators.
 
Responsibilities
 <ul>
<li>Product & Design: Lead the design of platform responsibility, shaping user experiences for safety, compliance, and user protection at scale.</li>
<li>AI-Driven Workflow Innovation: Introduce and scale AI-powered design and product workflows (e.g., AI-assisted creation, automation, Vibe Coding) to improve speed, quality, and innovation.</li>
<li>Platform & System Design: Define interaction frameworks, system patterns, and design standards to ensure consistency and scalability across complex platforms.</li>
<li>Cross-Functional Collaboration: Work closely with Product, Engineering, Policy, and Operations teams to align on strategy and deliver impactful product solutions.</li>
<li>Team & Project Leadership: Lead design execution across projects, mentor designers, and ensure high-quality outcomes from concept to launch.</li>
</ul>
Qualifications
 
Minimum Qualifications
 <ul>
<li>3+ years of product design experience for mobile apps, with experience in people management or demonstrated ability to lead projects as a strong individual contributor</li>
<li>Exceptional interpersonal skills, enabling successful collaboration with teams across the organization</li>
<li>Commit to high-quality team output with keen attention to detail. Being able to continuously seek and contribute new impacts to business. Proficiency in A/B testing and data-informed design methodologies</li>
<li>Entrepreneurial, adaptable to rapid changes and less-than-ideal situations</li>
<li>Open-minded, self-motivated, receptive to feedback, and patient</li>
</ul>
Preferred Qualifications
 <ul>
<li>Knowledge of AI coding and AI-driven workflows optimization</li>
<li>Enthusiastic about TikTok and its community</li>
</ul>
Job Information
 
【For Pay Transparency】Compensation Description (Annually)
 
The base salary range for this position in the selected city is $172800 - $318960 annually.
 
​
 
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
 
​
 
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
 
​
 
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
 
​
 
For Los Angeles County (unincorporated) Candidates: 
​
 
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
 
​
 
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
 
​
 
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
 
​
 
3. Exercising sound judgment.
 
​
 
About TikTok
 
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
 
​
 
Why Join Us
 
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
 
​
 
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
 
​
 
​
 
Diversity & Inclusion
 
​
 
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
 
​
 
TikTok Accommodation
 
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at
 
https://tinyurl.com/RA-request

Product Design Leader (Platform Responsibility) - TikTok UX (San Jose)

Starlink Qatar

<div>
 
 The
 
 UX / Operator Journey Designer Lead
 
 owns the end-to-end user experience for enterprise platforms, with a focus on operator and developer journeys across service catalogs, onboarding flows, monitoring/operations consoles, and AI interfaces. The role translates stakeholder needs into clear, consistent, and accessible experiences that reduce friction, improve adoption, and standardize cross-vendor solutions under a unified design system.
 
 
 Working with architects, product owners, operations teams, and delivery vendors, the lead defines journey maps, UX standards, and information architecture, and ensures usability and accessibility are embedded into delivery and acceptance criteria.
 
 
 Duties &amp; Responsibilities
 
 <ul>
 <li>
 Define and own operator, admin, and developer journeys across service catalogs, onboarding, and day-2 operations.
 </li>
 <li>
 Create journey maps, personas, and service blueprints for key workflows (onboarding, monitoring, incident handling, AI enablement).
 </li>
 <li>
 Establish UX standards and a design system for platform portals, dashboards, and cross-vendor UI consistency.
 </li>
 <li>
 Design information architecture and navigation for platform self-service (catalog, subscriptions, workspaces, quotas, documentation).
 </li>
 <li>
 Define UX requirements for operational interfaces: alert triage, RCA workflows, change approvals, SLO dashboards, runbooks access.
 </li>
 <li>
 Support AI experience design: chat/RAG UX patterns, citations/grounding UI, feedback loops, and tool discovery UX.
 </li>
 <li>
 Conduct usability testing (operators, developers, end-users), synthesize insights, and prioritize UX backlog improvements.
 </li>
 <li>
 Define UX acceptance criteria and ensure vendors implement consistent UI patterns and accessibility requirements.
 </li>
 <li>
 Coordinate with analytics owners to instrument journeys, define KPIs (conversion, time-to-task, drop-off), and optimize flows.
 </li>
 <li>
 Produce and maintain UX artifacts: wireframes, prototypes, UI specs, content guidelines, and localization requirements (Arabic/English).
 </li>
 </ul>
 
 Skills &amp; Abilities
 
 <ul>
 <li>
 Strong capability in UX strategy and service design for complex platforms (operator/dev portals, dashboards, workflows).
 </li>
 <li>
 Ability to simplify complex technical concepts into intuitive user journeys and information architecture.
 </li>
 <li>
 Experience defining design systems and enforcing UX consistency across multiple vendor teams.
 </li>
 <li>
 Strong usability testing and research skills; data-driven UX using analytics and qualitative insights.
 </li>
 <li>
 Excellent communication and stakeholder alignment skills across technical and non-technical teams.
 </li>
 </ul>
 
 Education &amp; Background
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in
 
 Computer Science, Information Technology, Human-Computer Interaction
 
 , or related field; Master&rsquo;s degree highly preferred.
 </li>
 <li>
 7+ years in UX design/service design roles, including enterprise platforms, operations consoles, or developer tools.
 </li>
 <li>
 Demonstrated experience creating design systems and scaling UX across multiple products/vendors.
 </li>
 <li>
 Experience designing workflows for monitoring/ITSM/operations (incident, change, approvals, dashboards).
 </li>
 <li>
 Experience with accessibility standards (WCAG) and localization, ideally Arabic/English UI considerations.
 </li>
 <li>
 Experience collaborating with engineering and architecture teams in agile delivery environments; familiarity with product analytics.
 </li>
 </ul>
 
 Preferred Tools / Soft Skills
 
 
 
 Preferred Tools
 
 
 <ul>
 <li>
 Design &amp; prototyping: Figma/FigJam, Miro, Adobe XD (optional)
 </li>
 <li>
 UX analytics: PostHog (preferred), Hotjar-style replay concepts, funnel/retention analysis
 </li>
 <li>
 Delivery collaboration: Jira/Confluence, design system documentation tools, component libraries (e.g., Storybook)
 </li>
 </ul>
 
 
 Soft Skills
 
 
 <ul>
 <li>
 Strong facilitation for workshops (journey mapping, co-design, stakeholder alignment)
 </li>
 <li>
 Empathy and ability to balance operator constraints with developer productivity
 </li>
 <li>
 High attention to detail with pragmatic prioritization
 </li>
 <li>
 Ability to influence vendors and maintain standards without blocking delivery
 </li>
 <li>
 Clear storytelling and executive-ready presentation skills
 </li>
 </ul>
</div>

UX / Operator Journey Designer Lead

Blue Hill Tech, Inc.

Barista Bot Experience Lead &ndash; Pier 39 (San Francisco)About ArtlyArtly builds next-generation robotic barista systems that combine robotics, AI, and specialty coffee. Our Barista Bot serves customers in iconic, high-traffic locations&mdash;where speed, quality, and experience come together.Role OverviewWe are looking for a Barista Bot Experience Lead to own the daily, in-person experience at our Pier 39 location.This is a highly visible, customer-facing role responsible for:<ul><li>Operating the Barista Bot</li><li>Delivering a premium customer experience</li><li>Managing high-volume customer flow</li><li>Identifying and engaging potential business opportunities</li></ul>This role blends:<ul><li>Customer experience and hospitality</li><li>Robot operation and beverage service</li><li>Store operations and flow management</li><li>Light sales awareness and lead generation</li></ul>This is not just a barista role&mdash;you own the experience from open to close.Key ResponsibilitiesCustomer Experience &amp; Service<ul><li>Welcome and engage customers in a high-traffic tourist environment</li><li>Guide customers through the robotic coffee experience</li><li>Deliver clear, engaging explanations of the product</li><li>Ensure fast, friendly, and memorable service</li></ul>Robot Operation &amp; Beverage Quality<ul><li>Operate the Barista Bot during daily service</li><li>Monitor drink quality and consistency</li><li>Perform basic troubleshooting, resets, and system checks</li><li>Maintain cleanliness and safety standards</li></ul>Store Operations<ul><li>Manage queue flow and customer throughput during peak hours</li><li>Support opening and closing procedures</li><li>Keep the workspace clean, organized, and efficient</li><li>Ensure smooth day-to-day operations</li><li>Strictly enforced no phone policy</li></ul>Sales Awareness &amp; Lead Generation<ul><li>Identify high-potential visitors (e.g., business owners, operators, partners)</li><li>Engage in light discovery conversations and introduce Artly&rsquo;s capabilities</li><li>Capture and log leads (contact info, interest level, notes)</li><li>Direct qualified leads to the sales team or schedule follow-ups</li><li>Support occasional on-site demos for interested partners</li></ul>Training &amp; Support<ul><li>Assist in training new team members</li><li>Support basic customer onboarding when needed</li><li>Coordinate with internal teams for technical support</li></ul>Feedback &amp; Communication<ul><li>Gather customer feedback and common questions</li><li>Share insights with operations, sales, and product teams</li><li>Represent the Artly brand with professionalism and energy</li></ul>QualificationsRequired<ul><li>Experience in hospitality, retail, or customer-facing roles</li><li>Strong communication and interpersonal skills</li><li>Comfortable working in fast-paced, high-volume environments</li><li>Reliable, detail-oriented, and calm under pressure</li><li>Comfortable learning and operating technical systems</li></ul>Strong Plus<ul><li>Barista or coffee experience</li><li>Experience in tourist destinations or high-traffic retail environments</li><li>Interest in robotics, automation, or emerging technology</li><li>Experience in sales, lead generation, or customer qualification</li><li>Experience training others or onboarding customers</li></ul>Compensation<ul><li>$22&ndash;$30/hour + performance bonuses</li><li>Lead bonus for qualified opportunities</li><li>Bonus for execllent customer experience</li><li>Conversion bonus if a lead turns into a deal</li></ul>Why Join Artly<ul><li>Work at one of the most iconic destinations in San Francisco</li><li>Be part of the future of robotics + hospitality</li><li>Gain exposure to both operations and business development</li><li>Opportunity to grow into sales, operations, or leadership roles</li></ul>Job TypeFull-time Work Location: In person (Pier 39, San Francisco)Job Types: Full-time, Part-timePay: $22.00 - $30.00 per hourExpected hours: 40.0 per weekWork Location: In person

Barista Bot Experience Lead

Capital One

<div>Principal Associate, User Experience Research Operations<div>
Our Experience Design (XD) Research Operations team is seeking a driven Principal Research Operations Associate to join our team. Our team is undergoing a transformation to elevate our capabilities and mature our practices. Our mission is to champion XD with well managed, unified research operations, by building systems and practices that enable high quality, accessible design and research insights at scale. This role is a blend of strategic planning and hands-on execution, empowering researchers and designers to focus on high impact work.</div><div><div><div><div><div><div><div><div><div>
The ideal candidate is an autonomous professional with subject matter expertise in their craft. You will lead strategic initiatives, define project strategy, and drive impactful outcomes for the organization.
What you&rsquo;ll do
This person will serve as a core contributor in several areas, including:<ul><li>
Process Optimization and Enablement: Define and lead process improvements to increase team efficiency and optimize our practices. You will autonomously lead operational needs across the organization, building systems that increase efficiency and optimize our practices.</li><li>
Research Governance and Compliance: Champion right-sized standards in ethics, privacy, and data protection across all research and design projects.</li><li>
Knowledge Management: Define and build upon our library of research practices, resources, and templates to enable consistency across lines of business. You will share your knowledge with others and lead or consult with them to enable work to move forward efficiently.</li><li>
Research Advocacy: Introduce new ways of evangelizing research across the organization. You will advance the Research Operations practice at Capital One by engaging in and contributing to communities of practice.</li><li>
Project Management: Work with Research and Design to deeply understand their needs and manage systems and logistics for multiple research projects. You will have the autonomy to propose new, scalable systems and present the case to leadership and stakeholders.</li></ul>
Basic Qualifications<ul><li>
At least 4 years of experience in UX or Research Operations roles, project management, or process improvement</li><li>
At least 2 years of experience working directly with Research or Design teams</li></ul>
Preferred Qualifications<ul><li>
Highly effective verbal and written communication skills across all organizational levels</li><li>
Systems thinking with a track record for establishing high-quality practices for scaling Design and Research teams</li><li>
Strategic acumen and foresight to anticipate complex cross-functional problems and work towards solutions</li><li>
Project management excellence and a commitment to continuous improvement, process optimization, and delivering impactful outcomes</li><li>
Experience working with research tools and vendors</li><li>
Proven ability to work autonomously and help peers through times of ambiguity or change with care and empathy</li><li>
Ability to balance desired outcomes and potential risks to design clear, human-centered solutions</li><li>
4+ years of experience with managing risk within highly regulated research environments</li><li>
4+ years experience with project management tools such as Jira and data visualization tools such as Confluence</li></ul>
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.</div></div></div></div></div></div></div></div></div>
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
McLean, VA: $131,300 - $149,800 for Pr. Associate, Design 

New York, NY: $143,200 - $163,500 for Pr. Associate, Design 

Richmond, VA: $119,400 - $136,200 for Pr. Associate, Design 
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate&rsquo;s offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City&rsquo;s Fair Chance Act; Philadelphia&rsquo;s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).</div>

Principal Associate, User Experience Research Operations

Unilever

<div>Unilever is currently hiring for Digital Experience Lead &ndash; FOODS T&uuml;rkiye
Function: Marketing
Reports to: Foods PTAB DMC Lead, UL TR Retail Media Lead
Scope: Turkey
Location: Umraniye
Terms &amp; Conditions: Full Time<div> 
ABOUT UNILEVER 
 
With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people &ndash; we believe that when our people work with purpose, we will create a better business and a better world. 
At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don&rsquo;t believe in the &lsquo;one size fits all&rsquo; approach and instead we will equip you with the tools you need to shape your own future. 
 
JOB PURPOSE 
 
Unilever is the place where you can bring your purpose to life with the work that you do &ndash; creating a better business and a better world. If you are passionate about unlocking growth via digital channels then this role is just for you! 
 
WHAT WILL YOUR MAIN RESPONSIBILITIES BE 
 
As a Digital Experience Lead at Unilever, you will play a key role in developing and executing digital marketing strategies to enhance our leading brands&rsquo; presence and drive online engagement. This role requires a blend of creativity, strategic thinking, and analytical skills to maximize the impact of our marketing efforts across various platforms. 
 
<ul><li>Responsible for leading end to end digital ecosystem of a category</li><li>Plan, execute, and optimize digital marketing campaigns across platforms such as Google, Meta, TikTok and other relevant channels in partnership with Media &amp; agency teams.</li><li>Plan and ensure all digital content aligns with the brand identity and resonates with the target audience.</li><li>Track and analyze key performance metrics to measure the success of digital campaigns.</li><li>Work closely with Brand Marketing, D Commerce, CMI teams to build the best digital journey for our consumers</li><li>Build &amp; execute best-in-class full-funnel digital campaigns by using all digital means: Content, Data, Media, Creator Marketing, Consumer Touchpoints</li><li>Inflight optimization of communications plan, dynamic, real-time allocation of budgets based on KPIs, including AB testing.</li><li>Lead Digital Marketing Strategy by collaborating with key internal and external partners</li><li>Be the single point of contact with high digital expertise for stakeholders</li><li>Play a role in developing and standardizing analytical tools, frameworks and processes, to level up and democratize analytically grounded decision making at all levels of the business</li><li>Manage relationships with 3rd party vendors and service providers</li></ul> 

WHAT YOU NEED TO SUCCEED 
 
<ul><li>Understanding of full funnel online customer journey touchpoints with a digital campaign management experience.</li><li>Passionate about data and performance marketing, able to synthesize data and translate it into insights, driving business decisions.</li><li>High &ldquo;bias for action&rdquo; and leadership. Right Mental Attitude &ndash; open communication &amp; walk the talk</li><li>Excellent listening skills and the ability to understand and articulate consumer needs in business and more technical vocabulary</li><li>Experience working as or with marketing stakeholders/agencies and an understanding of their likely challenges and information requirements.</li><li>Experienced project manager, particularly in terms of project planning, and forecasting demand.</li></ul> 

Experiences &amp; Qualifications 
<ul><li>3-5 years&rsquo; experience in a digital ecosystem</li><li>An excellent English language communicator with senior stakeholders, peers and reports (conversational and presentational)</li><li>Bachelor's Degree in related fields</li><li>Fluency in Turkish and English.</li></ul> 

Skills 
<ul><li>Facilitation and capability building skills. Able to contribute to a significant change program.</li><li>Organizational change-agent mindset.</li></ul> 

Leadership 
<ul><li>You are energized by delivering fantastic results. You are an example to others &ndash; both your results and your resilience. You are constantly on the lookout for better ways to do things, engaging and collaborating with others along the way.</li><li>As an individual you are the one responsible for your own wellbeing and delivering high standards of work. You must also focus on the Consumer and what they need. You are humble and have your head up, looking around to interpret evidence and data smartly, spot issues and opportunities to make things better.</li></ul> 
<ul><li>Critical SOL (Standards of Leadership) Behaviors</li></ul>
o PASSION FOR HIGH PERFORMANCE: Takes personal responsibility and accountability for execution and results. Has an owner&rsquo;s mindset, using data and insight to make decisions. 
o PERSONAL MASTERY: Sets high standards for themselves. Actively builds own wellbeing and resilience. 
o CONSUMER LOVE: Whatever their role, always looks for better ways to serve consumers. Invests time inside and outside to understand the needs of consumers. 
o PURPOSE &amp; SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever. 
o AGILITY: Explores the world around them, continually learning and developing their skills. 
 
Unilever embraces diversity and encourages applicants from all walks of life! This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.</div>
Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their &lsquo;Whole Self&rsquo; to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.</div>

Foods Digital Experience Lead

The Hive

As the Lead for Customer Experience, Processes &amp; System Automation, you are responsible for enhancing client interactions and streamlining internal processes through the implementation of innovative systems and effective communication strategies. Your role encompasses overseeing the operation of call centre services and auditing the performance of the Community Team, ensuring exceptional service delivery and fostering seamless client engagement.Duties &amp; Responsibilities <ul><li>Lead the planning, execution, and evaluation of various system implementations designed to centralize and enhance client interactions across multiple channels.</li><li>Oversee the integration of support systems, ensuring they effectively address and resolve client complaints while improving response times and service efficiency.</li><li>Implement digital engagement solutions, such as chat and automation tools, to enhance client interaction, streamline processes, and improve overall client satisfaction.</li><li>Manage and Implement to optimize HRMIS systems to streamline enhancing the efficiency of HR operations and employee engagement. Develop and maintain comprehensive management systems that ensure all operational processes are aligned with the company&rsquo;s strategic goals and objectives.</li><li>Oversee all aspects of call centre services, ensuring high-quality customer support through effective call management and resolution strategies.</li><li>Establish and manage quality assurance frameworks to monitor service standards, providing training and feedback to team members to foster continuous improvement in call handling and customer interactions.</li><li>Create and maintain audit compliance systems to track performance metrics and service levels, ensuring adherence to internal and external standards.</li><li>Implement processes for continuous improvement in service delivery, utilizing client feedback and performance data to enhance the quality of service across all client communication channels</li><li>Manage all client communication channels to ensure cohesive and effective messaging, fostering strong relationships and trust with clients.</li><li>Oversee lead creation processes, ensuring they are executed efficiently and in alignment with strategic objectives to drive business growth.</li><li>Analyse and report on metrics related to client communication, call centre operations, and Community Team performance, identifying trends and areas for improvement.</li><li>Track and audit the performance of the Community Team, providing insights and recommendations to ensure alignment with strategic goals and enhance overall service delivery</li><li>Collaborate with various departments, including Marketing, Sales, and HR, to ensure alignment of customer experience initiatives and processes, fostering a culture of service excellence throughout the organization.</li><li>Act as a liaison between teams to facilitate communication and the sharing of best practices, driving a unified approach to customer engagement.</li></ul>Requirement<ul><li>Bachelor&rsquo;s degree in Business Administration, Marketing, Communications, or a related field.</li><li>Minimum of 5 years of experience in customer experience management, process improvement, or system automation.</li><li>Proven track record of managing call center operations, leading teams to achieve service excellence.</li><li>Experience in implementing digital engagement solutions and CRM systems.</li><li>Strong understanding of customer experience principles and best practices.</li><li>Excellent analytical skills, with the ability to interpret data and metrics to drive decision-making.</li><li>Outstanding communication and interpersonal skills, with the ability to build relationships and foster collaboration across departments.</li><li>Strong problem-solving skills and the ability to work under pressure in a fastpaced environment.</li><li>Relevant certifications in customer experience, project management, or quality assurance (e.g., Six Sigma, PMP, CCXP) are a plus.</li><li>Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and data visualization tools (e.g., Power BI).</li><li>Experience with call center management software and CRM systems.</li><li>Detail-oriented with a commitment to continuous improvement and excellence.</li><li>Strong leadership qualities with the ability to inspire and motivate teams.</li><li>Adaptable and open to change, with a proactive approach to overcoming challenges.</li></ul>Job Type: Full-timeWork Location: In person

Customer Experience & Process Automation Lead

MedOne Benefit Solutions

<div>Position Overview:
The Training and Quality Lead is responsible for administering group and individual training, quality reviews, related reporting, analysis, and recommendations. This role will conduct new hire and ongoing training initiatives.
About MedOne:
MedOne is a full-service pharmacy benefit manager (PBM), serving clients and members nationwide. With a fully transparent, pass-through model, MedOne helps people conveniently access the most appropriate prescriptions at the most affordable price.
What You Will Do at MedOne:<ul><li>
Facilitate training for Member Advocates and Patient Care Coordinators</li><li>
Complete Quality Assurance (QA) assessments</li><li>
Participate in Member Engagement, handling phone, chat and email inquiries</li><li>
Work collaboratively to develop and modify training initiatives which support Member satisfaction, performance standards, and employee growth</li><li>
Evolve training and QA procedures, documents, video tutorials, and AI tools</li><li>
Perform on-going training and QA needs analysis based upon trending data</li><li>
Identify initiatives to raise performance, employee growth, and member satisfaction</li><li>
Monitor Member interactions to identify improvement needs</li><li>
Monitor CSAT results</li><li>
Review outcomes of member surveys; create and execute training and QA initiatives addressing areas in need of improvement</li><li>
Coach staff regarding de-escalation techniques, and customer service skills</li><li>
Provide direct feedback to employees regarding training and QA assessments</li><li>
Collaborate regularly with Team Leads and Manager</li><li>
Participate in phone queue staffing, assisting callers</li><li>
Align with, and support MedOne&rsquo;s Core Values</li></ul>
What you will bring to MedOne:<ul><li>
College degree in Instructional Design, Communications, or Business Management</li><li>
Background in pharmacy, pharmacy benefits, or other related healthcare field</li><li>
Understanding of pharmacy benefit management concepts and operations</li><li>
Motivated to understand pharmacy benefit management, including pharmaceutical drugs and drug therapies and share this knowledge to broaden skillset of team</li><li>
Demonstrated training facilitation and content creation skills</li><li>
Strong knowledge of Microsoft Office, including Word, Excel and Teams</li><li>
Must possess a current Pharmacy Technician Certification</li><li>
Strong listening, verbal, and written communication skills</li><li>
Skilled at providing feedback to others, influencing and coaching for success</li><li>
Work effectively in a team environment</li><li>
Must be timely, dependable and must notify supervisor of schedule changes</li><li>
Must demonstrate professionalism while maintaining discretion with sensitive personnel and interdepartmental information</li></ul>
Why Join MedOne?<ul><li>
Competitive salary and bonuses that reward your performance.</li><li>
Comprehensive health, dental, and vision insurance.</li><li>
401(k) with company match to secure your future.</li><li>
Generous paid time off and holidays.</li><li>
Opportunities for professional growth and development.</li><li>
A vibrant and collaborative work culture.</li></ul>
Location: We have offices in either Dubuque, IA, or Kansas City, MO, or the position can be remote within the United States.
Employment Type: Full-Time, Salaried
Hours: Hours may vary within our normal business hours.
How to Apply: If you're enthusiastic about helping others and eager to join a dynamic team, especially if you have a CPhT certification, we&rsquo;d love to hear from you. Apply now and take the first step toward a rewarding career at MedOne! You can submit your application through our careers page.
MedOne is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Offers are contingent on passing a background check and drug screen.</div>

Member Experience Training and Quality Lead

Search 10000+ User experience lead jobs near you this March. New roles added regularly across leading industries. Apply today.