Director of Customer Experience Operations

About the role

The Director of Customer Experience Operations will lead the end-to-end customer experience operation across Agent Success, Customer Care, Programs, and Systems within a consumer mental healthcare organization. Reporting to the Head of Operations, this role oversees an organization of more than 100 internal employees and over 800 partner agents, representing the customer experience function to the executive team. This senior leadership role is responsible for establishing operational clarity, scaling support infrastructure to match rapid organizational growth, and elevating service delivery for patients and healthcare providers.

Responsibilities

• Own the customer experience end to end, defining support quality standards for patients and providers, managing operational scorecards, and maintaining accountability for overall performance.
• Lead and develop teams across Agent Success, Customer Care, Programs, and Systems, managing more than 100 internal team members and over 800 partner agents while directing hiring, development, and performance across the organization.
• Drive the integration of AI and automation into support workflows in collaboration with the Director of Product for CX to decrease resolution times, reduce repeat inquiries, establish quality thresholds, and enable agents to focus on high-judgment cases.
• Manage operational capacity and expenditures by forecasting demand, balancing internal and outsourced staffing, and achieving cost-per-contact targets while driving quality improvements.
• Direct foundational support operations, including agent training programs, quality assurance standards, operating procedures, and underlying service technologies.
• Represent the voice of the customer to R&D, utilizing operational data and contact drivers to influence product priorities and implement upstream fixes that reduce overall contact volume.

Requirements

• 10+ years of experience in customer experience, support, or service operations and strategy.
• 5+ years of experience managing teams of managers.
• Proven experience leading a blended internal and outsourced support operation of several hundred agents within a high-growth technology company, including client-side partner management and accountability for commercial and service-level commitments.
• Demonstrated ownership of operational cost management, demand forecasting, capacity planning, and headcount allocation.
• Direct experience guiding a support organization through an AI or automation transition that enhanced customer experience alongside operational efficiency.
• In-depth knowledge of the modern CX landscape and tooling stack, with experience applying AI-native workflows to drive operational transformation.
• Demonstrated success collaborating with R&D teams to translate operational insights into product improvements.
• Commitment to supporting patients and healthcare providers, with motivation to expand access to affordable mental healthcare across the United States.

Qualifications

• Experience in healthcare, insurance, or other industries characterized by complex customer interactions.

Pay

The expected base pay range for this role is $160,000 to $250,000, determined by qualifications, experience, and geographic location.

Benefits

• Eligibility for an equity grant, depending on position and level.
• Generic benefits include health and wellness coverage and retirement savings.