Director of Customer Experience

Responsibilities

• Lead, scale, and continuously optimize a remote contact center team across multiple channels (voice, chat, email, SMS).
• Set KPIs, drive performance expectations, and drive continuous improvement.
• Build and enforce service level standards, workforce management practices, scheduling, capacity models, and escalation protocols.
• Create a high-accountability, coaching-first culture across team leads and frontline agents.
• Develop and maintain service blueprints and experience standards across contact and service touchpoints.
• Champion a culture of empathy, accountability, and customer-centricity across the entire CX organization.
• Own the performance of AI-powered support functions including AI voice (conversational IVR), chatbots, and agent-assist tools.
• Partner with Product and Engineering to evaluate, implement, and iterate on AI tooling that augments agent performance and improves resolution rates without sacrificing human connection.
• Ensure deep integration between CX technology and broader customer-facing platforms including EHR, CRM, and marketing automation systems.
• Stay current on emerging customer support technologies and serve as the internal subject matter expert on responsible AI use within a healthcare context.
• Data-Driven Performance Management:
• Define, track, and improve core CX metrics: first contact resolution, average handle time, CSAT, NPS, escalation rate, AI containment rate, retention, and reactivation.
• Monitor NPS trends surfaced through the CX function and partner with the Manager of Patient Experience to close the loop on customer feedback and drive operational improvements.
• Build and maintain dashboards and reporting cadences that provide real-time operational visibility to your team and to the SVP.
• Conduct root cause analysis on performance gaps and translate findings into structured improvement plans.
• Synthesize customer insights, VOC data, and operational trends into clear, executive-ready briefings.
• Commercial Impact & Customer Lifecycle:
• Align CX operations with revenue and retention goals, connecting CSAT, NPS, and resolution metrics to commercial outcomes including retention, upsell conversion, and reactivation.
• Identify patterns in customer friction that represent risk to renewal, referral, or acquisition, and advocate for fixes cross-functionally.
• Support onboarding and activation workflows that reduce time-to-value; contribute to behavioral engagement and churn prediction strategies.
• Quality Assurance:
• Design and maintain a rigorous QA framework covering interaction quality, compliance, empathy 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 within parameters, including headcount planning, vendor contracts, and technology spend.
• Identify cost optimization opportunities without compromising service quality or customer outcomes; present trade-off analyses and recommendations.
• Remote Transition & Operational Build-Out:
• Lead 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.
• Redesign foundational processes and eliminate legacy inefficiencies.
• Team Leadership & Development:
• Recruit, develop, and retain a high-performing team of managers, team leads, QA specialists, trainers, and agents.
• Build workforce planning, career pathing, and succession pipelines within the CX organization.
• Design the management rhythms, coaching frameworks, and recognition programs that attract and retain top talent 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 align on messaging touchpoints, technology integrations, and shared data — recognizing that the customer journey spans both functions and requires active coordination to deliver a coherent experience.
• Support the SVP of Operations & Patient Experience in executing the overall CX vision, roadmap, and resource planning.
• Collaborate with Product, Clinical, Marketing, Sales, and Finance to embed the customer perspective in upstream decisions.
• Prepare structured insights, trend analyses, and investment recommendations for the SVP to carry into executive forums

  Qualifications

  • 7+ years of progressive CX, contact center, or customer operations leadership experience, with direct 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 — comfortable building dashboards, interpreting performance data, and translating insights into operational action.
  • Proven track record connecting CX performance to commercial outcomes including retention, reactivation, and revenue.
  • 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.

  Skills

  • Familiarity with HIPAA requirements as they apply to CX operations, technology platforms, and data handling.
  • Exposure to customer and patient experience frameworks (e.g., service blueprinting, NPS program design, churn prediction models).
  • Background in a direct-to-consumer or subscription-based business where CX plays a direct role in lifetime value.

  Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plans
  • Life Insurance (Basic, Voluntary & AD&D)
  • Flexible PTO Policy
  • Paid Holidays
  • Short Term Disability
  • Training & Development