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Member Experience Specialist

REQ: REQ-127692 Customer Service

Panasonic R&D
  • Palo Alto, CA, United States
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About Yohana:

Yohana is on a mission to help people find more balance and prioritize well-being. We create integrated software, services, and hardware specifically for modern families, to alleviate their mental load so they can feel present and connected. We are a fully funded independent subsidiary of Panasonic, one of the oldest purpose-driven brands in the world, with leadership from big tech (Google, Apple, Microsoft) as well as hypergrowth startups (Nest, Waymo, Casper).

First up is our Yohana Membership, which just launched in Seattle. It’s a personal assistant service designed for busy families – especially moms – to help lighten the mental load of having too much to do. It’s the first of many meaningful things we’re working on.

We’re building a positive, supportive culture from the ground up, where individuals and teams grow together. Maybe you should join us.

About The Role:

Our Member Experience team is responsible for developing, implementing and improving our member-facing support and experiences. They will be responsible for aligning our service strategy, training and metric development to meet our Delight northstars while supporting sustained growth and delivering service excellence for both B2C and B2B members.

What You’ll Get To Do:
  • Build supporting documentation, systems, process and training materials that support service excellence
  • Conduit of support cross functionally in support of our member-facing Cypress team
  • Responsible to curate & compile a list of best in class categories for member support
  • Works closely with our product team to develop the Resource Library to operate in a way that supports and delivers key performance and business metric indicators
  • Responsible for maintaining and keeping the most up to date database for Research team members
  • Obsessed with delivering a unique & personalized experience for our member community
  • Responsible for hiring, training and staffing Research team
  • Day to day management of Research team to deliver performance and KPI metrics in line with Yohana's business objectives
  • Manage, mentor and coach Cypress on how to support, nurture and grow our member community
  • Assist Cypress team in improving KPI metrics and achieving goals
  • Develop strategies that drive performance and lower support cost while delivering service excellence
  • Weekly analysis of KPI’s and developing tactical plans for improving results
  • Build community based activities for Yohana community members to grow and work successfully together; both internal and external communities
  • Help build analytical framework, ad-hoc analysis and operational dashboards that support transparency into member experience & Research team performance
  • Ensure FT experiments are implemented successfully, and feedback is provided
  • Collaborate with cross-functional partners to scope new features and gain team feedback through consensus model
  • Accurately assesses the members needs and offers experiences, support and process that match based on member needs
  • Maintains a high level of member privacy and security and can respond professionally to sensitive information and situations
  • Helps develop framework for Cypress to anticipate future needs for the member & create mini-magic moments
  • Assist in professional partner selections, project management and communications
  • Delivers service KPI’s and meets SLA’s; always striving to exceed member expectations
  • Test and use company technology in order to provide product feedback to drive quality
  • Cross functional communication between multiple departments and key stakeholders
What You’ll Bring:
  • 10+ years of experience in hospitality, personal or professional assistant services, coaching / mentoring or event management / planning
  • 3+ years of highly experiential or research based experiences
  • Exceptional skills in the areas of interpersonal interactions, professional discretion, confidentiality and accountability
  • Bachelor’s degree in business administration, business development, management and development, client service, account management or equivalent experience in related fields
  • High degree of initiative and strategic problem solving, focused on ideal outcome vs. most achievable outcome
  • Strong interest in and proven track record in PA / EA / Event Planning or related work experience.
  • Effective networking and experience in strengthening relations and development of partners across the full range of disciplines, including communications and member relations.
  • Excellent verbal and written communications, especially adept at developing and pitching persuasive presentations and execution plans.
  • Extremely organized & excellent attention to detail
  • Strong time management skills with the ability to manage multiple tasks/details with accuracy and timeliness
  • Remains calm & professional under pressure and with competing priorities
  • Supports colleagues through encouragement, open communication & how can I help you mentality
  • Able to work effectively as part of a small, proactive team
  • Proficient with Google Suite, Zendesk, and/or other CRM systems.
  • Ability to work for extended days and/or weekends during critical points in Partnership launches.
  • Has FUN!
What We Offer:
  • Opportunity to join a hyper-growth startup on a mission to make well-being attainable for modern families
  • Competitive compensation
  • Comprehensive benefits (Medical, Dental, Vision, HSA, FSA)
  • 401(k) with employer match
  • Life & Short Term Disability Insurance
  • Supplemental Medical Coverage
  • Unlimited PTO
  • 12 Company Holidays
  • Paid Maternity & Parental Leave
  • Paid Caregiver Leave
  • Employee Assistance Program
  • Group and 1-on-1 Career Coaching
  • Pet Insurance
  • Casual Dress Code
  • Catered Lunch & Snacks
  • Discounts on Panasonic products
  • Company Social Events
We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety sensitive positions or as may otherwise be required by contract or law. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest.

REQ: REQ-127692 Customer Service

  • Palo Alto, CA, United States
Apply Apply

As a global policy, Panasonic does not recognize resumes or other application materials submitted from staffing agencies and search firms outside of our system. Therefore, please do not submit resumes or other application materials through the external Panasonic web site or directly to our employees. Any resumes or other application materials submitted through the external web site or directly to employees of Panasonic or any of its subsidiaries or affiliates will not be eligible for any agency fee, and the resume and other application materials will be added to our database for direct recruitment.

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