Senior Director of Customer Experience
Full Time
full time
22 Oct 2025
Verified by Turrior
Content + Source + Freshness • 12 Dec 2025 • 95% confidence
90 / 100
Offer value
Outstanding opportunity to lead customer experience initiatives in a mission-driven organization.
- Salary: $155,000–$180,000/year with excellent benefits
- Lead customer experience initiatives in a meaningful healthcare context
- Significant opportunity for personal and professional growth
Pros
- Salary range of $155,000 - $180,000 with a comprehensive benefits package
- Significant leadership role impacting customer experience in healthcare
- Opportunities for creative influence and strategic growth
Cons
- High pressure associated with operational integration challenges
- Requires strong experience in both customer service and operational leadership
- May involve complex stakeholder management across departments
Who it's for
Senior Leadership • Remote (US)
Good fit
- Senior leaders passionate about customer and patient experience
- Individuals experienced in operations and team leadership
- Professionals wanting to drive meaningful change in healthcare
Not recommended for
- Entry-level applicants
- Candidates without a background in healthcare or customer service
- Individuals who prefer non-leadership roles
Motivation fit
Desire to improve customer service within a meaningful missionInterest in operational leadership and strategy developmentEagerness to positively impact healthcare outcomes through customer experience
Key skills
Customer service leadershipOperational strategyData-driven decision makingStakeholder engagement
Score: 90/100 AI verified analysis
About the job
Requirements
- 10+ years of experience in Customer Experience, Operations, or Care Delivery at a fast-paced start-up or high-growth organization ,
- Bonus: you have demonstrated success leading multi-functional customer-facing teams through growth or integration, ideally in digital health or ed-tech ,
- Strong operational and systems thinking - comfortable assessing people, process, and tech tradeoffs ,
- Deep empathy for families and children, with experience designing or improving service experiences that are personal and impactful ,
- Exceptional communication and collaboration skills with proven ability to influence across teams ,
- Experience using data and insights to drive decisions and measure success ,
- Familiarity with Salesforce, Zendesk, or similar customer engagement platforms ,
- If you’re excited about this role but your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyway
What the job involves
- We’re looking for a Senior Director of Customer Experience who will lead our customer-facing operations within the Care Delivery organization ,
- This leader will oversee multiple teams that serve as the front line for families, schools, and partners - spanning enrollment, family support, school partnership support, and ongoing success in care ,
- As the company integrates two legacy teams and systems, this role will play a critical part in unifying our customer experience ethos, optimizing people, processes, and platforms, and ensuring our operational model scales with both compassion and efficiency ,
- Supporting families as they begin and continue their care journey ,
- Partnering with schools and community organizations who refer families into care ,
- Managing inbound and outbound communication for enrollment and engagement ,
- Tracking outcomes and satisfaction to continuously improve the experience ,
- Define and operationalize a unified vision for Customer Experience across the merged organization ,
- Align teams and workflows to deliver a consistent, empathetic, and effective experience for families and partners ,
- Assess current customer operations (structure, technology, and workflows) and identify opportunities for integration, efficiency, and scale ,
- Partner with Clinical Operations, Product, and Data teams to improve tooling and automate core workflows where appropriate ,
- Oversee development and monitoring of KPIs across response time, satisfaction, conversion, and retention ,
- Lead a multi-layered organization including Managers and frontline staff ,
- Foster a high-performing, mission-driven culture rooted in empathy, accountability, and continuous improvement ,
- Develop clear role expectations and career growth pathways across teams ,
- Serve as the operational voice of the customer in leadership discussions ,
- Collaborate closely with Product and Account Management teams to align priorities and resource allocation ,
- Partner with Clinical Operations to ensure smooth handoffs and capacity alignment ,
- Champion the needs of families and schools across all touchpoints - from referral to care engagement, to graduation from care ,
- Lead initiatives to measure and enhance satisfaction, trust, and retention among families and referral partners ,
- Ensure the customer ethos remains human-centered as we scale quickly
Benefits
- Healcare coverage: Medial, dental, an vision plans (100% covered options) ,
- Financial wellness: 401(k) match of up ot 4% to build retirement savings ,
- Paid parental leave: Paid leave for new parents and a supprotive return-to-work plan ,
- Continuing education & development: malpractice insurance and CEU/CME coverage for part-time and full-time clinicians ,
- Wellness benefits: Access to subscriptions such as Headspace, Gympass and SPot ,
- Work-life alignment; Valuable time outside of work is essential to our team members' health and wellbeing
