Role Overview

Noom is a digital healthcare company that connects people to content, coaching, community, and clinicians to build healthy habits and promote better living. We’re a mission-driven, high-growth organization that’s powered by science, technology, and world-class talent. 

Our Customer Experience (CX) team is seeking a Customer Service Operations Lead to help our team transform the current customer service experience to be the easiest, most seamless customer service experience available. This encompasses identifying opportunities in our Self-serve options, AI chat support, and Noom agent support experiences, scoping requirements and determining ROI of projects and initiatives to address those opportunities, and overseeing the execution of approved and prioritized projects and initiatives. 

What You’ll Be Doing

• Opportunity Assessment:

• Evaluate the current customer service landscape, including self-service tools, AI systems, and agent contact points.
• Identify areas for improvement and potential opportunities to reduce effort of customers in both self-serve and AI or agent assisted experiences.
• Analyze customer feedback, service metrics, and industry ...