Director of Customer Experience

This is a fully remote position, open to applicants in New York.

📋 Description

• Lead, expand, and consistently enhance a remote contact center team across various channels including voice, chat, email, and SMS.

• Establish and uphold service level standards, workforce management practices, scheduling, capacity models, and escalation procedures.

• Foster a high-accountability, coaching-first culture among team leads and frontline agents.

• Create and sustain service blueprints and experience standards across contact and service touchpoints, transforming support from a transactional function into a catalyst for loyalty and advocacy.

• Promote a culture of empathy, accountability, and customer-centricity throughout the entire CX organization.

• Oversee the performance of AI-driven support functions such as AI voice (conversational IVR), chatbots, and agent-assist tools, monitoring deflection rates, containment quality, sentiment signals, and escalation trends.

• Collaborate with Product and Engineering to assess, implement, and refine AI tools that enhance agent performance and improve resolution rates while maintaining human connection.

• Ensure seamless integration between CX technology and broader customer-facing platforms, including EHR, CRM, and marketing automation systems.

• Remain up-to-date on emerging customer support technologies and act as the internal subject matter expert on responsible AI usage within a healthcare context.

• Define, monitor, and enhance core CX metrics: first contact resolution, average handle time, CSAT, NPS, escalation rate, AI containment rate, retention, and reactivation.

• Track NPS trends identified through the CX function and collaborate with the Manager of Patient Experience to address customer feedback and drive operational enhancements.

• Develop and maintain dashboards and reporting cadences that provide real-time operational visibility to your team and the SVP.

• Conduct root cause analyses on performance gaps and translate findings into structured improvement plans.

• Distill customer insights, VOC data, and operational trends into clear, executive-ready briefings.

• Align CX operations with revenue and retention objectives, linking CSAT, NPS, and resolution metrics to commercial outcomes such as retention, upsell conversion, and reactivation.

• Identify trends in customer friction that pose risks to renewal, referral, or acquisition, and advocate for cross-functional solutions.

• Support onboarding and activation workflows that minimize time-to-value and contribute to behavioral engagement and churn prediction strategies.

• Design and uphold a rigorous QA framework encompassing interaction quality, compliance, empathy standards, and clinical accuracy.

• Establish calibration processes for QA reviewers to ensure scoring consistency and fairness.

• Utilize QA insights to inform targeted coaching, training curricula, and process enhancements.

• Manage the CX department budget within established parameters, including headcount planning, vendor contracts, and technology expenditures.

• Identify cost optimization opportunities without compromising service quality or customer outcomes; present trade-off analyses and recommendations.

• Lead the operational transition to a fully remote customer service model, overseeing the end-to-end migration across people, processes, technology, and compliance workstreams.

• Collaborate with HR, IT, Legal, and Operations to execute the transition with minimal disruption to the customer experience, establishing remote workforce policies and tooling standards.

• Leverage the transition as a chance to redesign foundational processes and eliminate legacy inefficiencies.

• Recruit, develop, and retain a high-performing team of managers, team leads, QA specialists, trainers, and agents.

• Establish workforce planning, career development, and succession pipelines within the CX organization.

• Design management rhythms, coaching frameworks, and recognition programs that attract and retain top talent in a fully remote environment.

• Act as a key operational partner to the Manager of Patient Experience, ensuring alignment between customer-facing service operations and the broader patient experience program.

• Work closely with the Manager of Patient Experience to synchronize messaging touchpoints, technology integrations, and shared data, recognizing that the customer journey spans both functions and requires active coordination for a coherent experience.

• Assist 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 decision-making.

• Prepare structured insights, trend analyses, and investment recommendations for the SVP to present in executive forums.

⛳️ Requirements

• 7+ years of progressive experience in CX, contact center, or customer operations leadership, with direct responsibility for people management.

• Proven experience leading remote or distributed teams of 50 or more across multiple channels and functions.

• Practical experience implementing or managing AI/automation in a customer service environment (e.g., chatbots, conversational IVR, agent-assist tools).

• Strong analytical capabilities — proficient in building dashboards, interpreting performance data, and translating insights into operational actions.

• Established track record of connecting CX performance to commercial outcomes including retention, reactivation, and revenue growth.

• Experience managing vendor relationships, including BPO partners and technology providers.

• Experience in developing or enhancing QA programs in a regulated or compliance-sensitive setting.

• Demonstrated ability to manage a departmental budget, encompassing headcount, vendor, and technology expenditures.

🏝️ 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