Director, Customer Experience, Women's Health & Rare Disease (Medtech)

TL;DR

Director, Customer Experience, Women's Health & Rare Disease (Medtech): Leading end-to-end customer experience and success for Women's Health & Rare Disease portfolios with an accent on operational excellence, SLA/KPI management, and cross-functional transformation. Focus on driving AI initiatives, scaling multi-functional support teams, and enhancing patient and provider relationships.

Location: Remote (USA)

Salary: $140,000 - $190,000 USD

Company

hirify.global is a global leader in cell-free DNA (cfDNA) testing, specializing in oncology, women's health, and organ health diagnostics.

What you will do

• Lead all customer support functions and customer success programs for the Women's Health & Rare Disease business unit.
• Define and evolve department-wide SLA, KPI, and NPS frameworks to ensure performance benchmarks are exceeded.
• Manage and develop a high-performing team of Customer Experience Agents, Territory Managers, and Customer Success Managers.
• Collaborate with Sales, Clinical, Marketing, Engineering, and Product teams to optimize the customer journey and resolve systemic gaps.
• Serve as the primary escalation point for complex, high-visibility customer issues, ensuring durable mitigation.
• Implement workforce planning, capacity modeling, and resource allocation strategies to maintain operational readiness.

Requirements

• Must be based in the USA.
• Minimum of 10 years of experience in customer experience, customer success, or contact center operations.
• At least 4 years of experience in a Senior Manager or higher leadership role.
• Bachelor's degree required; MBA or equivalent graduate degree strongly preferred.
• Proven track record of driving measurable improvements in NPS, CSAT, and operational efficiency.
• Experience in the healthcare, biotech, or diagnostics industry is strongly preferred.

Culture & Benefits

• Comprehensive medical, dental, vision, life, and disability insurance for employees and dependents.
• 401k and commuter benefits.
• Pregnancy and baby bonding leave.
• Free genetic testing for employees and immediate family members, including fertility care benefits.
• Inclusive work environment with a focus on professional development and high engagement.