Senior Director, Customer Care

Remote – US based candidates only, no visa sponsorship available.

About the role

This role will advance people and talent initiatives that strengthen organizational effectiveness, leadership capability, and employee experience. You will collaborate with business leaders, HR partners, and cross-functional stakeholders to align workforce priorities with business objectives. The position offers the opportunity to influence culture, talent strategy, and scalable people operations within a healthcare environment.

Responsibilities

• Define and implement the Customer Care strategy aligned with business growth
• Oversee service, quality, productivity, compliance, and risk management
• Translate business needs into operational plans and workforce strategies
• Elevate Customer and Patient experience through a focused service strategy
• Evolve the customer journey with an omnichannel experience
• Lead the transformation roadmap for service models and technology integration
• Drive operational performance and insights through data analysis

Qualifications

• 15+ years in Customer Care or related service organizations, with a focus on high-volume operations
• Bachelor's degree in a relevant field or equivalent experience
• Proven track record of defining and executing functional strategies
• Experience in leading operational transformation across multi-year roadmaps
• Strong understanding of modern Customer Care technologies including CRM and analytics
• Demonstrated ability in AI and digital fluency with a focus on measurable outcomes
• Exceptional executive communication and decision-making skills

Benefits

• Remote work flexibility within the US
• Opportunity to lead and influence a high-profile Customer Care function
• Support for professional development and continuous learning opportunities
• Engagement with cutting-edge AI and digital technologies in healthcare
• Collaboration with cross-departmental teams to drive customer-focused innovations

Pay

$198,000 – $258,000 annually