Senior Analyst, Customer Experience

Hims & Hers Health, Inc. (better known as Hims & Hers) is a multi-specialty telehealth platform building a virtual front door to the healthcare system. We connect consumers to licensed healthcare professionals, enabling people to access high-quality medical care—from wherever is most convenient—for numerous conditions related to sexual health, hair care, mental health, skincare, primary care, and more. 

With products and services available across all 50 states and Washington, D.C., Hims & Hers is on a mission to help the world feel great through the power of better health.  We believe how you feel in your body and mind transforms how you show up in life. That’s why we’re building a future where nothing stands in the way of harnessing this power. We normalize health & wellness challenges—and innovate on their solutions—to make feeling happy and healthy easy to achieve. No two people are the same, so we provide access to personalized care designed for results. At our core, our mission is deeply personal—because we too are customers. 

In January 2021, the company was listed on the NYSE and is traded under the ticker symbol “HIMS”. To learn more about our brand and offerings, you can visit forhims.com and forhers.com.

​​About the Role:

The ​​CX Senior Analyst, Telemedicine & Pharmacy position is vital in supporting the Customer Experience (CX) organization, where the candidate will be the subject matter expert on all telemed and fulfillment operations related cross-functional processes and products. The responsibilities include owning the analysis, documentation, and prioritization of processes and workflows across CX, Telemedicine, and Operations teams. The role will act as a liaison, managing communication effectively, between the CX customer-facing team(s) and supporting program & product teams. Additionally, the role will work closely with the CX project manager to ensure a smooth launch of all telemed/pharmacy operations changes that impact the patient and agent experiences. This role will directly support the CX Enablement Team. 

You Will:

• Manage communication with the pharmacy operations and the telemedicine team and represent the CX org in meetings and across slack 
• Work with CX project manager to ensure the smooth launch of all telemed/pharmacy operations changes impacting the patient and agent experiences 
• Own all cross functional telemedicine/pharmacy <> CX process documentation and resources and ensure that CX teams have accurate and clear resources
• Analyze trending issues and surface them when necessary to help improve workflows and efficiencies
• Act as expert on all CX related pharmacy operations & telemed subject matter
• Manage updates/changes to EMR tool and ensure effective communication to all impacted teams 
• Ensure effective resolution of all pharmacy escalations within SLA
• Iterate on and manage escalations processes and reporting 
• Manage complex customer pharmacy operations and telemed related escalations through to completion

You Have:

• A Bachelor’s degree
• 3-5 years of experience supporting customer-facing teams
• 2+ years of experience managing multiple mid-to-large size projects concurrently
• Excellent judgment under pressure -you know when to bring in key stakeholders
• Demonstrated ability to spot trends and surface them when necessary to help improve workflows and efficiencies
• Ability to anticipate process updates and team needs around pharmacy ops
• Excellent problem solving and communication skills with a high attention to detail and quality
• Self-starter mindset who also thrives when collaborating with working teams
• Strong intrinsic commitment to giving and receiving feedback to/from peers, cross-functional team members, and your direct manager
• Strong planning, organizational and time management skills and manage/adapt to changing priorities easily
• Ability to balance attention to detail with efficient execution in a fast-paced environment with concurrent deadlines
• Excellent problem solving and proactive communication skills with a high attention to detail and quality

Our Benefits (there are more but here are some highlights):

• Competitive salary & equity compensation for full-time roles
• Unlimited PTO, company holidays, and quarterly mental health days
• Comprehensive health benefits including medical, dental & vision, and parental leave
• Employee Stock Purchase Program (ESPP)
• Employee discounts on hims & hers & Apostrophe online products
• 401k benefits with employer matching contribution
• Offsite team retreats

#LI-Remote

Outlined below is a reasonable estimate of H&H’s compensation range for this role.  

H&H also offers a comprehensive Total Rewards package that includes equity grants of restricted stock (RSU’s) so that H&H employees own a piece of our company.

The actual amount will take into account a range of factors that are considered in making compensation decisions including but not limited to, skill sets, experience and training, licensure and certifications, and location.

Consult with your Recruiter during any potential screening to determine a more targeted range based on the job-related factors. We don’t ever want the pay range to act as a deterrent from you applying! 

An estimate of the current salary range for US-based employees is

$70,000—$90,000 USD

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

Hims is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Hims considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.

Hims & hers is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations@forhims.com. Please do not send resumes to this email address.