Director, Customer Experience (Medtech)

TL;DR

Director, Customer Experience (Medtech): Leading frontline support teams to scale and evolve service delivery for a network of providers and clients with an accent on operational efficiency, team performance, and cross-functional collaboration. Focus on designing organizational strategies, leveraging data-driven insights to improve product outcomes, and driving customer retention through proactive support programs.

Location: Remote (Must be based in the US)

Salary: $150,000 - $180,000

Company

A global mental health company utilizing an AI-native platform to eliminate barriers to care through personalized support, therapy, and medication management.

What you will do

• Define and drive CX team performance standards including productivity, reliability, and customer satisfaction.
• Design and execute organizational strategies to improve operational efficiency and business outcomes at scale.
• Partner with Learning & Development to maintain competency frameworks, career paths, and succession plans.
• Collaborate with Workforce Management to optimize staffing models and capacity planning.
• Influence cross-functional stakeholders by translating CX data into clear insights and narratives.
• Lead customer retention strategies, including proactive support programs and high-touch interventions.

Requirements

• 8-12+ years of experience in customer support with 5-7+ years of people leadership.
• Proven ability to scale operations and lead organizational transformation across multi-layer teams.
• Experience developing managers of managers and cultivating customer-centric cultures.
• Data-driven mindset with intermediate SQL proficiency to translate data into actionable insights.
• Must be based in the United States to align with company benefits and operational requirements.
• Thrive in fast-paced, ambiguous environments with a focus on transformational leadership.

Culture & Benefits

• Remote-first work environment with home office stipends.
• Comprehensive health insurance including medical, dental, and vision with FSA/HSA options.
• 401K retirement plan.
• Lifestyle Spending Account for wellness and family care.
• Flexible PTO, 12 paid holidays, and an annual give-back day.
• Financial wellness benefits and pet discount programs.