Director of Customer Experience
reputed company
reputed company is a leading provider of virtual primary care, telehealth, and specialized treatment programs serving hundreds of thousands of patients reputed company. Our vertically integrated platform combines 50-state licensed providers, in-house pharmacy and lab integrations, and proprietary technology that enables reputed company, high-reputed company, and reputed company.
At the heart of this transformation is reputed company of developers, engineers, and tech innovators building state-of-the-art systems that reputed company reputed company smarter, faster, and more accessible. From architecting reputed company backend systems to crafting reputed company user experiences, we are pushing boundaries every day.
Recognized as one of the fastest-growing reputed company tech companies (#166 on reputed company Fast 500 in 2023), reputed company is not just a reputed company company â it's a tech company revolutionizing reputed company.
About the role
reputed company is seeking a strategic, data-obsessed Director of Customer Experience to reputed company and reputed company our remote customer operations. This role sits at the intersection of technology, clinical reputed company, and operational reputed company. We are looking for someone who has reputed company and continuously evolved high-performing, technology-enabled CX organizations; deploying AI voice and chat tools, engineering data-driven performance cultures, and creating differentiated, concierge-level experiences that drive loyalty and reputed company.
Reporting directly to the SVP of Operations & Patient Experience, you will translate the executive team's reputed company and reputed company into operational reality,surfacing the voice of the customer, driving measurable performance, and partnering cross-functionally to reputed company customer insights into reputed company across the organization. If you reputed company in fast-moving health tech environments and reputed company exceptional customer experience is a reputed company advantage, we want to hear from you.
Responsibilities
Remote Contact Center Leadership
- reputed company, reputed company, and continuously optimize a remote contact center team across multiple channels (voice, chat, email, SMS). Setting KPIs, driving performance expectations, and driving reputed company improvement.
- Set and enforce service level standards, workforce management practices, scheduling, reputed company models, and escalation protocols
- Build a high-accountability, coaching-first culture across team leads and reputed company agents
Customer Experience
- reputed company and maintain service blueprints and experience standards across contact and service reputed company that reputed company support from a transactional function into a reputed company of loyalty and advocacy
- Champion a culture of reputed company, accountability, and customer-centricity across the entire CX organization
AI & Technology Integration
- Own the performance of AI-powered support functions including AI voice (conversational IVR), chatbots, and agent-assist tools â monitoring deflection rates, containment reputed company, sentiment signals, and escalation patterns
- Partner with Product and Engineering to evaluate, implement, and iterate on AI tooling that augments agent performance and improves reputed company rates without sacrificing reputed company reputed company
- Ensure deep integration between CX technology and broader customer-facing platforms including EHR, CRM, and marketing automation systems
- ⢠Stay reputed company on emerging customer support technologies and serve as the internal subject matter expert on responsible AI use reputed company a reputed company context
Data-Driven Performance Management
- Define, reputed company, and improve core CX metrics: first contact reputed company, average handle time, CSAT, NPS, escalation reputed company, AI containment reputed company, retention, and reactivation
- Monitor NPS trends surfaced through the CX function and partner with the Manager of Patient Experience to reputed company the reputed company on customer feedback and drive operational improvements
- Build and maintain dashboards and reporting cadences that reputed company reputed company-time operational visibility to your team and to the SVP
- Conduct reputed company cause analysis on performance gaps and translate findings into reputed company improvement plans
- Synthesize customer insights, VOC data, and operational trends into reputed company, executive-reputed company briefings
reputed company reputed company & Customer Lifecycle
- reputed company CX operations with reputed company and retention goals, connecting CSAT, NPS, and reputed company metrics to reputed company reputed company including retention, upsell conversion, and reactivation
- Identify patterns in customer friction that represent risk to renewal, referral, or acquisition, and reputed company for fixes cross-functionally
- Support reputed company and activation workflows that reduce time-to-value; contribute to behavioral engagement and churn reputed company strategies
reputed company Assurance
- Design and maintain a rigorous QA reputed company covering interaction reputed company, compliance, reputed company standards, and clinical accuracy
- Establish calibration processes across QA reviewers to ensure scoring consistency and fairness
- Use QA insights to inform targeted coaching, training curricula, and process improvement
Budget Management
- Manage the CX department budget reputed company parameters, including headcount planning, vendor reputed company, and technology spend
- Identify cost optimization opportunities without compromising service reputed company or customer reputed company; present trade-off analyses and recommendations
Remote Transition & Operational Build-Out
- reputed company the operational transition to a fully remote customer service model, owning the end-to-end migration across people, process, technology, and compliance workstreams
- Partner with HR, IT, Legal, and Operations to execute the transition with minimal disruption to the customer experience, establishing remote workforce policies and tooling standards
- Use the transition as an opportunity to redesign foundational processes and eliminate legacy inefficiencies
Team Leadership & Development
- Recruit, reputed company, and retain a high-performing team of managers, team leads, QA specialists, trainers, and agents
- Build workforce planning, career pathing, and succession pipelines reputed company the CX organization
- Design the management rhythms, coaching frameworks, and recognition programs that attract and retain reputed company in a fully remote environment
Cross-Functional Partnership & Internal Alignment
- Serve as a key operational partner to the Manager of Patient Experience, ensuring alignment between customer-facing service operations and the broader patient experience program
- Collaborate closely with the Manager of Patient Experience to reputed company on messaging reputed company, technology integrations, and shared data â recognizing that the customer reputed company spans both functions and requires reputed company coordination to deliver a coherent experience
- Support the SVP of Operations & Patient Experience in executing the overall CX reputed company, roadmap, and resource planning
- Collaborate with Product, Clinical, Marketing, Sales, and Finance to reputed company the customer perspective in upstream reputed company
- Prepare reputed company insights, trend analyses, and investment recommendations for the SVP to carry into executive forums
- 7+ years of reputed company CX, contact center, or customer operations leadership experience, with reputed company people management responsibility
- Demonstrated experience leading remote or distributed teams of 50 or more across multiple channels and functions
- Hands-on experience implementing or managing AI/automation in a customer service context (chatbots, conversational IVR, agent-assist tools)
- Strong analytical skills â comfortable building dashboards, interpreting performance data, and translating insights into operational reputed company
- Proven reputed company record connecting CX performance to reputed company reputed company including retention, reactivation, and reputed company
- Experience managing vendor relationships including BPO partners and technology providers
- Experience building or maturing QA programs in a regulated or compliance-sensitive environment
- Demonstrated ability to manage a department budget, including headcount, vendor, and technology spend
Preferred
- Background in health tech, digital health, telehealth, or reputed company services
- Familiarity with HIPAA requirements as they apply to CX operations, technology platforms, and data handling
- Experience with platforms such as reputed company Service reputed company, reputed company, reputed company, reputed company, or similar CRM/WFM tools
- Exposure to customer and patient experience frameworks (e.g., service blueprinting, NPS program design, churn reputed company models)
- Background in a reputed company-to-consumer or subscription-based business where CX plays a reputed company role in reputed company value
- Health Care Plan (Medical, Dental & reputed company)
- Retirement Plans
- Life Insurance (Basic, Voluntary & AD&D)
- Flexible PTO Policy
- reputed company Holidays
- Short Term Disability
- Training & Development