Director of Customer Experience
Core
Own the full member journey for a telemedicine platform, defining strategy across messaging, support, and prescription delivery to ensure seamless care for pet parents.
Role type
Senior leadership Director of Customer Experience
Builds
A scalable, high-quality customer experience ecosystem for a veterinary telehealth service
Domain
Health tech / Veterinary telemedicine
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer experience strategy, team leadership and scaling, data-driven decision making, cross-functional advocacy, CX tooling expertise, regulatory compliance knowledge
Preferred skills
Passion for animals, experience in DTC/health/subscription models, familiarity with AI in support workflows
Technologies
Zendesk, Intercom, Kustomer, Gorgias, Gladly
Responsibilities
Define member experience strategy across all channels; lead and scale the CX team; own NPS, CSAT, and retention metrics; partner with Product, Engineering, and Clinical teams; optimize CX tech stack and automation; ensure quality and regulatory compliance
Seniority
Senior, hands-on IC with strategic leadership scope
