Senior Manager of Customer Service, Sesame
$140-190k
Healthcare marketplace platform
Be an early applicant
Healthcare marketplace platform
101-200 employees
Be an early applicant
$140-190k
101-200 employees
Company mission
Sesame's mission is to provide access to convenient, high-quality, full-scope medical care at affordable self-pay prices - without insurance.
Role
Who you are
- The ideal candidate has proven experience managing external vendors or BPOs in a customer success or support environment, has a keen eye for detail, and thrives at the intersection of operations and rigorous process management
- 3-6+ years of experience in customer service, operations, or customer support, with at least 2-3 years managing external BPO/vendor partnerships
- Detail-oriented and rigorous process management skills, with the ability to organize and document multi-step workflows
- Aptitude for, or interest in, leveraging technology and AI to optimize processes – including ways to ‘fill the cracks’ in existing customer service provision and provide a continuous presence for customers
- Proven track record of scaling customer success operations in a high-growth environment
- Strong background in vendor negotiations, SLA management, and operational performance tracking
- Analytical and data-driven, with expertise in using metrics to drive improvements
- Excellent communication and relationship-building skills, with the ability to influence at all levels (executive leadership, partners, cross-functional peers).Experience in digital health, healthcare technology, or consumer marketplaces is a plus
- Highly adaptable, resourceful, and energized by solving complex operational challenges
What the job involves
- Sesame is seeking a Senior Manager of Customer Service to lead and scale our customer success function with a focus on vendor and BPO management
- This individual will oversee the strategy, performance, and operations of our outsourced customer success team while ensuring seamless collaboration with internal teams
- This is a critical leadership role responsible for driving customer satisfaction, retention, and operational excellence
- Vendor / BPO Management: Own the relationship with external BPO partner(s), ensuring alignment on KPIs, quality standards, and customer experience goals. Negotiate contracts, SLAs, and performance targets; monitor vendor delivery against benchmarks. Establish scalable frameworks for onboarding, training, and QA with BPO partners
- Customer Service Strategy & Execution: Define and operationalize strategies to enhance customer engagement, retention, and satisfaction. Partner with cross-functional teams (product, marketing, operations) to drive customer insights into business strategy. Develop and monitor performance metrics, dashboards, and reporting to track success outcomes
- Operational Excellence: Design and optimize workflows, processes, and systems to ensure efficiency across customer-facing operations. Leverage data and analytics to identify trends, inform decisions, and proactively address challenges. Ensure compliance with regulatory and company standards in customer interactions
- Leadership & Team Collaboration: Serve as a key leader and subject matter expert in customer success operations. Mentor and guide team members and vendor leadership to consistently deliver exceptional service. Foster a culture of accountability, continuous improvement, and customer centricity
Our take
Sesame is a healthcare marketplace that allows patients to search, compare, and book appointments - both in-person and online - in one place, while also allowing healthcare providers to get paid in cash, rather than going through the bureaucracy of insurance company dealings.
Sesame’s marketplace has been getting plenty of praise as well as capital investment, and it’s easy to see why. The American healthcare landscape has long been a bone of contention, so allowing consumers the opportunity to shop around is a good idea. The fact that Sesame users don’t have to be paying subscribers to the platform, but can get benefits by being one, is also a great touch.
It’ll be interesting to see how things work out in the long run for the company. While there’s little doubt that Sesame works for the patient, this kind of marketplace always seems to become somewhat unpopular with the businesses it hosts – Booking.com and Uber Eats are examples of this.
For the time being though, it’s proving popular with both sets of end users and working for a good cause. Having received funding from GV (formerly Google Venture), it looks set to grow quite a bit over the next few years.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2022
$27m
SERIES B
Apr 2021
$24m
LATE VC
Total funding: $76.1m
Company benefits
- Flexible vacation policy
- A fun and international work environment with teams across the US (New York, Boston, Miami) and Europe
- Comprehensive health care coverage options
Company HQ
Canal Street, New York, NY
Leadership
David Goldhill
(Co-Founder & CEO)Served as President and CEO of the Game Show Network, President of TV at Universal Studios, and founded and was CEO of INTH, and CFO of Act III Communications. Also an author, and Chair of The Leapfrog Group.
Michael Hernandez
(Co-Founder & President)Spent 5 years as Engagement Manager at McKinsey & Co. Previous Advisor to The White House Office of Management and Budget, Brookings Institution, and the State of Massachusetts on health reform legislation and implementation.
John Fontein
(Co-Founder)Former Associate at Goldman Sachs and worked VP and GM roles at GoEuro. Previously founded and sold his music production company, Relabel.
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