Director of Customer Experience
Core
Lead and scale a remote contact center and customer experience organization for a virtual primary care platform, integrating AI tools and data-driven performance management to drive patient loyalty and commercial outcomes.
Role type
Director of Customer Experience (Strategic, hands-on IC)
Builds
Remote contact center operations, AI-powered support functions, and customer experience standards for a virtual primary care platform
Domain
Healthcare technology / Telehealth
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Remote contact center leadership, AI voice and chat tool integration, data-driven performance management, budget management, cross-functional partnership, team leadership and development
Preferred skills
Experience with EHR/CRM integrations, behavioral engagement strategies, responsible AI use in healthcare
Technologies
AI voice (conversational IVR), chatbots, agent-assist tools, EHR, CRM, marketing automation systems
Responsibilities
Lead and optimize a remote contact center team across multiple channels; Develop service blueprints and experience standards; Own performance of AI-powered support functions; Define and track core CX metrics; Manage the CX department budget; Lead the operational transition to a fully remote model
Seniority
Director, strategic leadership with hands-on operational oversight