Senior Director, Customer Care (Healthcare)

Location: Remote - US

Salary: $198,000–$258,000 per year

Company

hirify.global is a digital healthcare company developing wearable biosensing and cloud-based analytics solutions for cardiac arrhythmia monitoring.

What you will do

• Define and execute the Customer Care strategy, operating model, workforce plans, and capacity strategies.
• Lead service quality, productivity, compliance, customer experience, cost, and operational risk across a complex, high-volume environment.
• Develop omnichannel, digital, self-service, AI, and automation capabilities across voice, messaging, routing, knowledge, analytics, and agent enablement.
• Build and deliver a multi-year transformation roadmap, including technology modernization, process redesign, organizational readiness, and responsible AI adoption.
• Use customer insights and operational analytics to identify root causes, improve service delivery, and provide executive-level recommendations.
• Lead the Customer Care leadership organization and partner with Operations, Commercial, Product, Technology, Engineering, Quality, Regulatory, and Compliance.

Requirements

• 15+ years of progressive experience in Customer Care, Contact Center Operations, Customer Experience, Customer Operations, or related service organizations.
• Bachelor’s degree in a related field or equivalent education and experience.
• Experience defining functional strategy and executing multi-year transformation roadmaps.
• Experience with operational transformation, technology modernization, omnichannel service delivery, process improvement, and organizational change.
• Strong knowledge of CRM, contact center platforms, workforce and quality management, knowledge management, analytics, digital channels, and self-service.
• Strong AI, digital, business, analytical, executive communication, influencing, and leadership capabilities.

Nice to have

• Healthcare, medtech, healthcare technology, or other highly regulated industry experience.
• Experience implementing AI-enabled Customer Care, automation, intelligent self-service, or agent-assist capabilities.
• Experience with Salesforce, NICE, or comparable CRM and contact center technologies.
• Advanced degree in Business, Operations, Healthcare Administration, Technology, or a related field.

Culture & Benefits

• Work remotely within the US.
• Operate in a patient-focused, inclusive environment centered on innovation and continuous improvement.
• Collaborate across business, product, technology, quality, regulatory, and compliance functions.