Care Navigation Manager

Carrot is reinventing fertility coverage. Our mission: fertility care for all. Carrot makes it easy and affordable for any company to implement a world-class fertility program for employees – regardless of age, sex, sexual orientation, gender identity or marital status. Carrot supports all valid fertility care from education and fertility testing to, fertility preservation and in vitro fertilization (IVF). We also assist members with, as well as adoption and gestational carrier arrangements, adhering to regional legislative practices.

Companies love Carrot because it’s simple, predictable, and provides education, support, and resources to their employees for their fertility and family building goals. Members get a personalized product experience that meets them wherever they are and moves them through each achievement with less time and stress.

As a Care Navigation Manager, you will:

– Engage with Carrot members via Zendesk support tickets, phone calls, and reimbursement processing.
– Own a member’s experience from their first interaction through every stage of navigating and accomplishing their fertility milestones.
– Come to the table with a deep knowledge of customer support best practices and quickly implement relevant practices into your team.
– Contribute to product development based on the insights you gather from member interactions
– Participate in and help build Carrot training and continuing education programs for the Care Navigation team, allowing the team to stay up-to-date about best practices
– Contribute to internal training programs that grow and improve over time so that care navigators who come after you have an even better experience onboarding.
– Engage in a culture that values tracking, measurement, and analytics; learn new tools as needed to help deliver insights from your member interactions back to your colleagues on the product team.
– Support Customer Success to help provide members and clients with a positive launch experience.

You have:

– 1-3 years of experience at a fast-growing tech company; experience in digital health is a plus.
– Strong communication and excellent writing skills are an absolute must.
– Experience supporting customers directly.
– Superior communication skills, both written and verbal.
– Experience with Zendesk or similar CRM is a plus.
– Proven track record of high performance in a metrics-driven operational role.

What’s Great About You —

-You are solutions-driven and work collaboratively with your team to help members achieve their goals. You are a strong communicator, self-starter, and thrive in a fast pace environment.
-You have worked in fast-growing companies or clinical settings before and understand how to work both independently and as part of a team. You are flexible, adaptive, and eager to hit the ground running. You have a high standard of excellence for the work you put forward and know how to give and receive feedback.
-You care deeply about Carrot’s mission, which is to build a world where equal access to affordable, high-quality fertility care is possible for everyone. This compassion, empathy and caring shine through in how you engage with others. You have exceptional writing and verbal skills, all while maintaining an empathetic tone.

What’s Great About Us —

-We are a diverse group of early employees, who work closely across teams to better the Carrot product. We value diverse points of view and actively strive to stress-test our own beliefs, assumptions, and opinions so we can ultimately build the best product to serve our users.
-We are each independent and self-motivated but we are always willing to help each other whenever needed. We have a “leave no one behind” mindset, celebrate each other’s wins, and actively provide cross-company feedback to improve and grow as a company.
-We are fortunate to see the impact of our work in the real world, on real people, in positive and humbling ways.