NPS Coordinator

Sightbox is vision care simplified.

Sightbox is a new way for contact lens wearers to experience vision care. We are passionate about educating people about the importance of eye care – and in doing so are preserving the doctor-patient relationship.

The job of the NPS coordinator is to serve as the glue that keeps all aspects of the organization on-mission by listening intently to our members while they relay details of their experience. NPS is the tool that we use to begin the conversation and how we initiate the process of iterating and refining our membership service to create a world-class experience that melds the physical and digital in an extremely important area of healthcare.

You will:

• Live the ideal of ensuring that every Sightbox member receives the best possible experience.
• Have a passion for helping people lead healthier lives and empowering them to make informed healthcare
• Have a deep understanding of the importance of NPS in delivering a world-class customer experience.
• Lead outreach to NPS Detractors and Passives using initial controlled test strategies to develop a framework for ongoing outreach.
• Collect and collate data related to member responses and issue investigation to create ongoing bi-weekly reports of member pain points.
• Participate in weekly huddles and sprints with Care, ECP and Customer Support teams to brainstorm, test, and measure the implementation of actions taken to improve customer experience.
• Coordinate the resolution of ongoing member issues identified through NPS and ensure a 100% member follow-up rate to all NPS feedback.
• Brainstorm and collaborate with marketing and customer experience teams on Promoter outreach and execution of Promoter activation strategies
• Coordinate and process all “Love Team” requests and projects aimed at surprising and delighting our members.

Requirements

• 6+ years experience executing and coordinating complex projects
• Ability to manage multiple conflicting priorities and deadlines
• Be extremely detailed oriented
• Ability to delineate aspects of good and bad customer experience
• Be an excellent listener
• Be good at listening to angry people without getting upset or defensive yourself
• Be an extremely adept communicator
• Enjoy telling a story with data
• A passion for healthcare—and eye health especially
• Outstanding organizational skills
• Be patient and empathetic
• Comfortable working with database systems, Excel and Google Sheets
• Be able to explain NPS to a layperson and to explain its value and importance
• Be an outside-the-box problem solver

Benefits

As a team, we’re committed to creating a unique and rewarding vision health experience for contact lens wearers. We all know that our healthcare system is in need of innovation— we’re focused on using technology to address needed change while keeping doctors at the heart of the experience.

We have a collective success culture: everyone contributes to how we win. Cross-functionally and across the company, we share common goals and work tirelessly for our members. We learn new things every day, support one another and we more than value work-life balance (truly—without balance we will not find sustainable success).

WHAT YOU’LL GET

Working at Sightbox is awesome! We are a startup, but we’re also a subsidiary of Johnson & Johnson Vision Care. In addition to world-class standard benefits and a competitive salary, we have perks such as:

• Top of the line Macbook Pro, dual monitors, and a standing desk
• Nitro cold brew and sparkling water on tap
• Pet insurance
• Parking/transit pre-tax benefits
• Generous time off for full-time employees
• Learning credits
• Theme days and company outings
• Newly renovated downtown office digs
• A really, really fun group of co-workers