Customer Experience Manager, Aura
$60-80k
Digital security company
Be an early applicant
Digital security company
501-1000 employees
Be an early applicant
$60-80k
501-1000 employees
Company mission
To create a safer internet by making comprehensive digital security simple to understand and easy to use.
Role
Who you are
- 6-8 years of demonstrated strategic thinking skills by having a record of developing strategies based on business objectives and aligning efforts around a unified direction that deliver measurable results
- A self starter who demonstrates effectiveness in bringing innovative ideas to the performance of the project
- Demonstrated people management/supervisory experience
- Excellent analytical and interpersonal skills, with an exceptional ability to communicate clearly, both verbally and in writing
- Excellent problem solving skills by demonstrating the ability to serve as a thought partner to senior leadership
- Experience in customer success technologies such as Salesforce or Zendesk
- High school degree required and higher education degree is a plus
What the job involves
- The Employee Benefits Manager is a key player on Aura’s Customer Experience team, overseeing the support operations for our customers enrolled through the efforts of our Employee Benefits channel
- Meeting our client’s expectations around offering our product as a benefit to their employees is of the utmost importance to our company’s success
- Manage the Employee Benefits (EB) Customer Experience operations, implementing performance management strategies that support employee development and align with organizational goals
- Oversee the EB COE Team efforts and implement change management strategies by collaborating with the Vendor Manager and agent supervisors
- Analyze call center data and prepare reports for upper management that highlight key metrics and trends
- Collaborate with Aura’s corporate Employee Benefits team in order to:
- Understand objectives and provide strategic guidance
- Develop and maintain strong relationships to influence decision-making and drive positive organizational outcomes
- Meet with existing and potential clients as needed
- Partner with Aura’s Vendor Manager to identify specialists to be part of the EB COE Team
- Manage complaints and report resolution steps
- Evaluate staff effectiveness and performance on an ongoing basis
- Identify performance gaps and recommend coaching and/or training solutions to drive continuous improvement
- Develop monthly, quarterly and annual call center goals and action plans for the Employee Benefits team
- Develop and implement leadership and employee development initiatives, identifying high-potential individuals and changing succession plans to nurture leadership pipelines, drive employee development, and ensure a seamless transition of key roles, fostering organizational resilience and growth
- Analyze employee feedback and work with leadership to address concerns and continuously improve the employee experience
- Identify product improvement opportunities through customer and employee feedback and communicate these opportunities to Employee Benefits product owners
Our take
Aura provides digital security solutions at both individual and enterprise level. An amalgamation of five businesses (including Intersections Inc, an identity theft solutions provider established in 1996) Aura brings together decades of experience in the security space.
Aura offers a range of plans to help businesses and consumers keep their data safe, with protection from identity theft, online financial theft and protection of technology and devices. It's a competitive space, with rivals including IDShield and IdentityForce. However Aura's combined experience in the field and the constantly increasing online security threats (for instance, catfishing - a scam where the perpetrator adopts a fictional persona to obtain personal information , financial gain or to lure someone into a relationship has doubled in frequency in the last 5 years) means there has proved to be plenty of room for the company to carve out space for itself in the market.
Aura's acquisition of the Pango Group in 2020 has proved to be profitable for the company, giving it access to more digital security verticals and helping to generate 35% year on year growth. It is continuing to scale the business, hiring more talent to make this a possibility.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jun 2023
$22m
ANGEL
Oct 2021
$200m
SERIES F
Total funding: $522.7m
Company benefits
- 12 weeks paid parental leave
- Vision and dental insurance
- 401k plan
- Volunteer time off
- Work from home opportunities
- Health insurance
Company values
- Wow our customers
- Own the outcome
- We are one team
- Embrace what's next
- Aspire to greatness
Company HQ
Burlington, MA
Articles
Leadership
Hari Ravichandran
(CEO)Hari founded Endurance International Group in 1997, where they worked as CEO until 2017. Having undertaken an MBA at the Wharton School, they founded Auru in August 2017, and then Jump Ventures in June 2018.
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