About Lark
Lark is the world's largest A.I. healthcare provider, having provided care to more than a million patients suffering from, or at risk of, chronic diseases like Diabetes and Heart Disease. We’re on a mission to improve people’s health and happiness through our digital health coaching platform and smart connected devices. We are the only A.I. platform ever to become medically reimbursed to 100% replace a live healthcare professional, providing deeply scalable care to create real change. Since launch, Lark has continued to receive awards and accolades for both our product, and our leadership, including:

• Apple's Top 10 Apps in the World
• Business Insider's "Most Innovative Companies in the World" along with Uber and Airbnb
• CEO who was named as the #1 in "Top 10 Women in Tech to Watch" by Inc Magazine
• Most Promising Digital Health Companies in the World by CB Insights
• The 15 Most Promising Companies in Healthcare by Fierce Healthcare

Lark is on a mission to make the world a healthier, happier place…if you want to be part of the journey…join us! 

The Role
Lark Health is looking for a talented Program Manager, Operations & Customer Support to lead our customer support team, coordinating with stakeholders across the organization to extend Lark’s world-class care beyond the app. This role will also support the project management team when necessary to help monitor project progress, maintain project documents, institute best practices, and implement cross-functional performance improvement initiatives as necessary.

What You’ll Do

• Partner with engineering, product, and business teams to drive step changes in the scalability of our Customer Support team.
• Facilitate the execution of cross-functional performance improvement initiatives, working with technical and business leaders to identify risks, set goals, track progress, and drive to resolutions. You will use creativity, relationships, organizational, technical skills, and compassion to move us forward on key projects
• Own forecasts and staffing plans for the Customer Support team
• Analyze contact flow patterns and identify opportunities to improve processes and team efficiency 
• Analyze drivers to continuously improve methodology and output
• Aggregate data and customer feedback as needed
• Work with our customer support vendor to improve efficiencies and scalability
• Participate in decision-making discussions and advise business leaders, using data and learnings as the foundation
• Support the Project Management team by monitoring project progress, following up with stakeholders on the completion or delay of project phases, scheduling meetings, and maintaining project documents and reports as needed.
• Help implement Project Management best practices across the organization

What You’ll Need

• Ability to effectively prioritize workload and thrive in a fast-paced and dynamic environment with minimal direction
• Excellent verbal and written communication, attention to detail, and presentation skills
• Intellectual curiosity and a passion for data & analytics
• Proven ability to partner effectively with cross-functional teams and stakeholders
• Passion for improving people's health and happiness
• Compassionate, kind, and open-minded
• Strong organizational and problem-solving skills
• Ability to work independently and as part of a team in a startup environment

Education and Experience

• Bachelor's degree in business, analytics, supply chain management, project management, statistics, engineering, mathematics, economics, finance or related discipline
• 3+ years of experience in Project Management or Lean Six Sigma
• 1+ years of experience managing a Customer Support team or optimizing Customer Support workflows is strongly preferred
• PMP Certification or Lean Six Sigma Certification is a plus
• Experience scaling Customer Support or Project Management Functions for a technology startup is strongly preferred
• Familiarity with Zendesk or similar customer support platforms is preferred
• Advanced degree (MBA, MPH, etc.) or analogous work experience is a plus

JOIN US
Our team works with cutting edge tools and technology related to Artificial Intelligence and Machine Learning. We are using NLP to process millions of meals, and accelerometer data to compute activity and sleep amounts from users' phones. Our chat A.I. is the most sophisticated digital health engagement tool in the world. Join us and make it even better!

Working at Lark 
Lark offers the option to work remotely when both the employee and the job are suited to such an arrangement and when the employee and their manager are in alignment with the work location and working hours. This option is only applicable to U.S. employees. To accommodate all employees, we have identified the “core” period of the day during which all employees are required to work for scheduled meetings, syncs, scrums between 10 a.m. and 3 p.m. Pacific time. The company is headquartered in Mountain View, CA.

Lark is an Equal Opportunity Employer. 

Job Type: Full time

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