Associate Director, Customer Experience
Core
Strategic leadership for PureWick's end-to-end direct-to-consumer customer lifecycle, driving acquisition, conversion, retention, and commercial performance for medical technology products.
Role type
Senior IC Associate Director (Customer Experience & Commercial Operations)
Builds
Direct-to-consumer customer journeys and commercial growth strategies for PureWick medical devices
Domain
Medical Technology / Direct-to-Consumer Healthcare
Required skills
Customer lifecycle strategy, cross-functional leadership, commercial operations, performance management, data analytics, stakeholder influence, process optimization, KPI framework design, strategic planning, operational execution
Preferred skills
Healthcare/medical device industry experience, subscription business models, advanced degree (MBA), matrixed organization leadership
Technologies
Analytics platforms, CRM systems, data visualization tools
Responsibilities
Own end-to-end DTC customer lifecycle strategy; Lead cross-functional efforts to improve customer experiences; Develop KPI frameworks and dashboards for commercial performance; Establish governance processes and operating rhythms; Drive continuous improvement initiatives; Partner with Marketing, Sales, and Operations to optimize conversion and retention
Seniority
Senior, hands-on IC with strategic scope
