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Stephanie
Product Manager, Customer Escalations, Community Support
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Competencies
Demonstrated experience with Program Management.
Demonstrated experience with Customer Escalations.
Demonstrated experience with Complex Issue Resolution.
Demonstrated experience with Process Improvement.
Demonstrated experience with SOP Development.
Education
Summary
Product Manager, Customer Escalations, Community Support open to new opportunities
Experience
Product Manager, Customer Escalations, Community Support
Lead and support the delivery of online health programs, including participant support, community engagement, live Q&A sessions, troubleshooting, and ongoing program improvements.. Serve as an escalation point for Customer Support on complex inquiries involving programs, products, supplements, labs, protocols, and adverse reactions, assessing individual circumstances and determining appropriate next steps.. Provide guidance to Customer Support team members on complex cases and situations that fall outside standard responses, supporting consistent and appropriate resolution.. Develop and maintain SOPs, internal guidance, FAQs, canned responses, escalation processes, and customer-facing resources to support service quality and team decision-making.. Review customer support processes and responses related to health, supplement, and program concerns, identifying recurring issues and opportunities to improve workflows, resources, and customer experience.. Collaborate cross-functionally with Customer Support, Operations, and leadership to resolve operational challenges, implement program and process changes, and support new initiatives.. Translate complex health and technical information into clear, accessible guidance for customers and internal team members.. Manage multiple programs, projects, priorities, and operational changes independently within a fully remote, fast-paced environment.. Support the onboarding, training, and ongoing development of Customer Support team members, providing guidance on program processes, SOPs, escalation procedures, and complex health-related inquiries.
Communications & Administration
Managed high-volume internal and external communications, supporting patients, families, hospital staff, and members of the public while following established hospital procedures and escalation protocols.. Responded calmly and professionally to sensitive and time-critical situations, using sound judgment to route communications and escalate concerns appropriately.. Initiated and announced hospital-wide emergency communications, including Code Blue, Code Pink, fire alarms, and other emergency response notifications, following established protocols with accuracy and urgency.. Coordinated communications related to the hospital morgue, including calls regarding the release and transfer of deceased patients to authorized funeral service providers.. Provided administrative coverage in the Emergency Department in a fast-paced environment, gathering and documenting patient information accurately while supporting patients, families, and clinical staff.. Assisted patients and visitors with navigation, information, and appropriate hospital resources while maintaining professionalism and discretion.. Managed confidential and sensitive information in accordance with hospital privacy requirements and procedures.
Administrative Assistant
Provided front-line administrative and customer support, answering telephone inquiries, assisting customers and visitors, and directing questions to the appropriate departments.. Performed product quality checks and supported quality control processes, including documentation, record management, and coordination of automotive part approvals.. Created and distributed a daily company newsletter and managed the company intranet, including website development and ongoing content updates.. Coordinated administrative documentation and travelled to the GM Technical Center in Michigan to support automotive part approval processes.