Director of Customer Experience Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the complete customer experience for both patients and providers.

• Establish the benchmark for outstanding support and manage the CX performance metrics.

• Lead teams across Agent Success, Customer Care, Programs, and Systems.

• Develop managers and oversee hiring and performance throughout the function.

• Collaborate with the Director of Product for CX on the AI and automation strategy.

• Determine where AI and automation can deliver the greatest operational benefits and establish quality benchmarks.

• Anticipate demand and manage both internal and outsourced capacity.

• Control cost-per-contact targets while enhancing quality.

• Oversee training, quality assurance, agent protocols, and support technology.

• Represent the CX function to the executive leadership team.

• Act as the voice of the customer within R&D and advocate for necessary product improvements.

⛳️ Requirements

• Over 10 years of experience in customer experience, support, or service operations and strategy.

• More than 5 years of experience leading teams of managers.

• Proven experience managing a combined internal and outsourced support operation with several hundred agents in a rapidly growing technology company.

• Experience managing outsourcing partners from the client perspective and ensuring adherence to performance and commercial agreements.

• Proficient in demand forecasting, capacity planning, cost management, and headcount oversight.

• Experience leading a support organization through a transition to AI or automation.

• Extensive knowledge of the CX landscape and associated tools.

• An AI-native approach and experience in transforming workflows using AI technologies.

• Experience closely collaborating with R&D to influence product development based on operational data.

• A strong desire to enhance mental healthcare accessibility and affordability across the United States.

• Background in healthcare, insurance, or other fields with complex customer interactions (preferred).

🏝️ Benefits

• Equity compensation.

• Medical, Dental, and Vision coverage.

• HSA / FSA options.

• 401K plan.

• Work-from-Home stipend.

• Therapy reimbursement.

• 16-week parental leave for eligible employees.

• Annual reimbursement and membership for Carrot Fertility.

• 13 paid holidays each year.

• Holiday break during the week between December 25th and December 31st.

• Flexible PTO.

• Employee Assistance Program (EAP).

• Opportunities for training and professional development.

• Reasonable accommodations for individuals with disabilities.