Project Manager, Customer Marketing & Experience Operations

GoodRx is the leading prescription savings platform in the U.S. Trusted by more than 25 million consumers and 750,000 healthcare professionals annually, GoodRx provides access to savings and affordability options for generic and brand-name medications at more than 70,000 pharmacies nationwide, as well as comprehensive healthcare research and information. Since 2011, GoodRx has helped consumers save nearly $75 billion on the cost of their prescriptions.

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

We are seeking an experienced Project Manager, Customer Marketing & Experience Operations to join our Customer Support Operations Team. This role is crucial in driving the successful delivery of a wide range of projects including campaign development & deployments across multiple channels and ensuring a seamless experience for our agents, team members, and GoodRx customers. As a Project Manager supporting our Operations team, you will collaborate with cross-functional teams to manage and deliver projects that meet agent and customer needs and drive efficiency, customer experience, engagement, retention, growth, and customer satisfaction.

The ideal candidate will bring a blend of project management expertise, customer focus, problem-solving, and presentation skills to deliver outstanding results.

Key Responsibilities

• Project Planning & Execution: Develop, manage, and execute aligned project plans to ensure timely delivery of customer/agent/CRM projects that meet quality standards and scope requirements. Define project scopes, timelines, tasks and resources, ensuring timely delivery of projects that impact customer experience. 

• Program management and prioritization: Leverage Jira and program management processes to drive cross-functional awareness of our Operations teams’ initiatives, timelines, and dependencies. Ensure prioritization, planning, grooming, trade-offs, risk analysis and mitigation, and the on-time delivery of our key strategic deliverables, projects & campaigns.  

• Process Optimization: Identify inefficiencies in existing customer support workflows, campaign operating model and implement best practices to optimize speed and quality of service. Oversee the resolution of complex or high-priority customer & platform issues, ensuring that customer concerns are addressed effectively and quickly.

• Stakeholder Communication: Act as the primary point of contact for projects, driving communication cadences, keeping stakeholders informed on project status.

• Cross-Functional Collaboration: Work closely with Sales, Product, our BPO, salesforce developers, Support, Engineering teams, external partners and marketing managers to coordinate efforts, solve challenges, and ensure alignment with the project & customer’s goals.

• Data-Driven Insights: Track and analyze project performance, team velocity, generating insights that drive process improvements and increase efficiency for future projects. 

• Documentation & Reporting: Maintain accurate project documentation, best practices document and deliver regular progress reports to internal teams, external partners and customers. 

• Program ownership: Be the POC for key department programs and events, like our company-wide Customer Listening program, departmental on-sites, and other team-oriented projects, and monthly budgeting cadence. 

Qualifications

• Education: Bachelor’s degree (BS) in Business, Project Management, or a related field or the equivalent in experience. 

• Experience: 5+ years of project management experience, preferably in a customer-facing or customer experience/support/marketing operations role. Experience managing projects that involve customer support agent tools, campaign development platforms and data across all these tools and backend systems. 

• Data analysis: Comfort with analyzing customer feedback, support metrics, and other data to drive improvements. 

• Project Management Expertise: Proven ability to manage multiple fast-paced projects simultaneously, with strong organizational and time-management skills.

• Customer-Centric Mindset: Strong understanding of customer experience principles and a commitment to providing an excellent customer experience.

• Presentation & Communication Skills: Excellent written, verbal, and presentation skills, with the ability to convey complex information clearly and concisely to diverse audiences. 

• Technical Proficiency: Familiarity with project management tools (e.g., Jira, Asana, etc.); strong skills in Google Workspace. Familiarity with CRM platforms (e.g.: ZenDesk, SFDC, SFMC, CDP etc.) is preferred. Proficiency with BI tools like Looker or Tableau. 

• Problem-Solving Skills: Ability to anticipate and diagnose issues, think critically, and drive resolution and/or resolve conflicts effectively across various internal / external teams. 

• Leadership: Ability to inspire and lead teams without formal authority, even in high-pressure situations. 

Preferred Qualifications

• Certifications: PMP and/or Agile project management certification.

• Industry Knowledge: Familiarity with the health-tech/care industry, experience working in a SaaS environment is a plus. 

• Storytelling: Superior presentation, narrative, and visual presentation skills with Google Slides. 

If you’re a motivated project manager with a passion for customer experience & engagement, we’d love to hear from you! 

All GoodRx employees are responsible for reviewing and complying with all Company safety and security policies and procedures, being vigilant and observant of potential security threats (including phishing attempts) and proactively communicating with the Security Team to raise any concerns.

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 and Seattle Offices:

$108,000.00 - $173,000.00

New York Office:

$99,000.00 - $158,000.00

Santa Monica Office:

$90,000.00 - $144,000.00

Other Office Locations:

$81,000.00 - $130,000.00

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, 13 paid holidays, and 72 hours of sick leave. GoodRx also offers additional benefits like mental wellness and financial wellness programs, fertility benefits, generous parental leave, pet insurance, 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, individuals with disabilities, 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 committed to providing reasonable accommodations for candidates with disabilities during our recruiting process. If you need any assistance or accommodations due to a disability, please reach out to us at accommodations@goodrx.com.

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 tele-health 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.