Director of Customer Experience Operations

Accountabilities: • Own the customer experience function end to end, establishing clear standards for exceptional support across patients and providers and defining the scorecard used to measure operational performance.

• Lead and develop a customer experience organization of more than 100 internal employees and over 800 partner agents across Agent Success, Customer Care, Programs, and Systems.

• Develop, coach, and retain high-performing managers while owning hiring, performance management, organizational design, and leadership development across the function.

• Establish and execute an AI and automation strategy that improves customer outcomes, accelerates resolution, reduces repeat contacts, and enables agents to focus on high-value interactions requiring judgment and empathy.

• Partner with Product leadership to identify where AI can deliver the greatest operational and customer value while establishing quality, reliability, and readiness standards for automation.

• Own CX capacity, workforce planning, and cost management, including demand forecasting, staffing models, internal and outsourced capacity, and cost-per-contact targets.

• Build scalable operational foundations across training, quality assurance, agent procedures, workflows, systems, and technology to continuously improve service quality and efficiency.

• Establish operating rhythms, performance metrics, and accountability mechanisms that enable the organization to scale predictably while maintaining a high-quality customer experience.

• Manage external service partners from the client side, ensuring performance standards, operational commitments, and commercial expectations are consistently met.

• Use operational data, customer feedback, and recurring contact trends to identify systemic issues and opportunities to reduce avoidable support demand.

• Represent the customer experience function with senior and executive leadership, communicating performance, risks, opportunities, and strategic priorities with clarity.

• Partner closely with Product, Engineering, and R&D teams to translate customer and operational insights into product improvements and upstream solutions.

• Foster a customer-centric culture focused on the needs of both patients and providers while ensuring every interaction strengthens trust and long-term relationships.

• Continuously evaluate CX technology, AI capabilities, and emerging industry practices to determine which innovations can meaningfully transform the operation.

Requirements

• 10+ years of experience in customer experience, customer support, service operations, or related strategy functions, including 5+ years leading teams of managers.

• Proven experience operating a blended internal and outsourced customer support organization at the scale of several hundred agents within a high-growth technology company.

• Demonstrated success managing external service partners while holding them accountable for operational performance and commercial commitments.

• Strong experience owning operational costs, including demand forecasting, capacity planning, workforce planning, staffing models, and headcount budgets.

• Proven ability to lead a customer support organization through an AI or automation transformation and demonstrate measurable improvements in customer experience, efficiency, and operational performance.

• Deep knowledge of modern CX operating models, support technologies, automation, and AI capabilities, with a strong point of view on how emerging tools can fundamentally improve operations rather than simply add complexity.

• AI-native mindset with demonstrated experience integrating AI into personal workflows, team processes, and customer operations.

• Strong ability to use operational metrics, customer insights, and data to identify opportunities, make decisions, and influence broader business strategy.

• Experience partnering closely with Product, Engineering, R&D, or other technology teams to use customer evidence to influence product priorities and eliminate recurring sources of support demand.

• Exceptional leadership, communication, influencing, and stakeholder-management skills, with the ability to operate effectively at executive level.

• Strong customer empathy and commitment to building experiences that serve customers with care, clarity, and consistency.

• High degree of strategic thinking, operational rigor, ownership, and adaptability in a rapidly changing environment.

• Experience in healthcare, insurance, or another industry involving complex customer interactions is a plus.

Benefits

• Base salary: $160,000–$250,000 annually, depending on qualifications, experience, geographic location, and other relevant factors.

• Equity: Potential eligibility for an equity grant depending on position and level.

• Healthcare: Medical, dental, and vision coverage.

• Health accounts: HSA and FSA options.

• Retirement: 401(k) plan.

• Remote work: Work-from-home stipend.

• Wellbeing: Therapy reimbursement and Employee Assistance Program (EAP).

• Family support: 16 weeks of paid parental leave for eligible employees.

• Fertility benefits: Annual fertility reimbursement and membership.

• Time off: Flexible PTO, 13 paid holidays, and an annual holiday break between December 25 and December 31.

• Professional development: Training and career development opportunities.

• Inclusive environment: Commitment to diversity, inclusion, reasonable accommodations, and equal opportunity for qualified individuals.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1