GoodRx is America's healthcare marketplace. Each month, millions of people visit goodrx.com to find reliable health information and discounts for their healthcare - and we've helped people save $60 billion since 2011. We provide prescription discounts that are accepted at more than 70,000 pharmacies in the U.S., as well as telehealth services including doctor visits and lab tests. Our services have been positively reviewed by Good Morning America, The New York Times, NBC News, AARP, and many others.

　　Our goal is to help Americans find convenient and affordable healthcare. We offer solutions for consumers, employers, health plans, and anyone else who shares our desire to provide affordable prescriptions to all Americans.

　　About the role

　　The GoodRx Customer Support department is searching for a Technical Program Manager:

　　This position will be dedicated to administering our tech tools by optimizing projects for both the Customer Support org and our BPO vendor.We are seeking someone who is passionate, energetic, and driven, with the ability to bring innovative ideas, analytical thinking, and a strong desire for execution.Excellent communication skills and the capacity to influence others are crucial.The ideal candidate should be capable of driving change and improving critical operational processes in a fast-paced environment by utilizing tools and striving for excellence.This will involve cross-functionally with our Customer Support organization, as well as communicating with peers, the BPO vendor, and leadership.

　　Responsibilities

　　Customer Support tool administration

　　Be the department's tool admin (our tech stack includes Zendesk, Proprofs, TalkDesk, Lessonly, PCI-compliant admin, Chargedesk, SFMC, internal tools).Develop and implement provisioning and deprovisioning processes and best practices.Troubleshoot tool issues/outages, and recommend strategic improvements that align with our Customer Support strategies.Technical project manager

　　Manage the department's technical projects from start to finish, including gathering requirements, managing stakeholders, and managing timelines.Contribute to the Customer Support technology roadmap under the direction of the department head.Play a key technical and partnership role in cross functional projects that support Customer Support and Marketing Ops initiatives.Technical support for Customer Support-CRM initiatives

　　Support both ad hoc and planned initiatives across Customer Support and Marketing Ops teams.Engage with stakeholders on how to leverage tools to support proactive support and marketing initiatives.Leverage data from tech and tools to develop and communicate Voice of the Customer insights.Support planned CRM initiatives involving various platforms, including SFMC, Segment, Redshift.Provide troubleshooting expertise around data issues with campaigns, validating data ingested via API, developing/running scripts for tasks that can be automated.Build positive relationships across multiple teams and leaders, including Customer Support, Product, Engineering, Programs, Operations, and BPO Vendor ensuring the right features are designed and delivered on time and with the highest quality internally and with partner teams.Collaborate with internal and external stakeholders to determine program requirements, and drive program success.

　　Skills & Qualifications

　　3+ years experience as technical program/project manager in a high-growth environment.3+ years of experience in customer support operations and/or marketing operations.Demonstrated track record spearheading successful cross-functional initiatives.Experience working with BPO vendors.Zendesk & Talkdesk experience is required.2+ years of experience with APIs for making requests, API keys, and handling rate limiting queries.2+ years of experience with SQL, writing queries, joining tables, aggregating data sets from systems.Familiarity with business and efficiency tools like Jira.Exceptional writing and editing skills; strong interpersonal communication, organizational, and time management skills.Comfortable leading initiatives independently with minimal supervision.Experience with multiple customer service channels including call center, social media, chat, phone, email, and CRM operations.Well-versed in change management principles in a continually evolving environment.

　　Bonus Points

　　Experience with call centersCertified with Zendesk and TalkdeskExperience with JiraCSAT & Chatbot tools experienceTroubleshooting in Segment, SFMC, and other business systems is a plus

　　At GoodRx, pay ranges are determined based on work locations and may vary based on where the successful candidate is hired. The pay ranges below are shown as a guideline, and the successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, and other relevant business and organizational factors. These pay zones may be modified in the future. Please contact your recruiter for additional information.

　　San Francisco Office:

　　$119,000.00 - $179,000.00

　　New York and Seattle Offices:

　　$109,000.00 - $164,000.00

　　Santa Monica Office:

　　$99,000.00 - $149,000.00

　　Other Office Locations:

　　$89,000.00 - $134,000.00

　　GoodRx also offers additional compensation programs such as annual cash bonuses and annual equity grants for most positions as well as generous benefits. Our great benefits offerings include medical, dental, and vision insurance, 401(k) with a company match, an ESPP, unlimited vacation, "Take Care of Yourself" days, 11 paid holidays, and 72 hours of sick leave. GoodRx also offers additional benefits like mental wellness and financial wellness programs, fertility benefits, supplemental life insurance for you and your dependents, company-paid short-term and long-term disability, and more!

　　We're committed to growing and empowering a more inclusive community within our company and industry. That's why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has a seat at the table and the tools, resources, and opportunities to excel.

　　With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. GoodRx is committed to leveling the playing field, and we encourage women, people of color, those in the LGBTQ+ communities, and Veterans to apply for positions even if they don't necessarily check every box outlined in the job description. Please still get in touch - we'd love to connect and see if you could be good for the role!

　　GoodRx is America's healthcare marketplace. The company offers the most comprehensive and accurate resource for affordable prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast, as well as a telehealth marketplace for online doctor visits and lab tests. Since 2011, Americans with and without health insurance have saved $60 billion using GoodRx and million consumers visit goodrx.com each month to find discounts and information related to their healthcare. GoodRx is the #1 most downloaded medical app on the iOS and Android app stores. For more information, visit www.goodrx.com.