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Director of Customer Experience

3 weeks, 6 days ago
United States
Full-time
Executive
Customer Support
Customer and Technical Support
CRM HIPAA
Apply Now
LifeMD

LifeMD

LifeMD offers a comprehensive telehealth platform that connects patients with board-certified doctors for primary, specialty, and urgent care services, enabling secure online consultations and access to medications for various health conditions, includ...

Health Care Providers & Services
51-250
Founded 1994
View All Jobs 5

Description

  • Lead and continuously optimize a remote, multi-channel contact center across voice, chat, email, and SMS.
  • Set service-level standards, workforce management practices, scheduling, capacity models, and escalation protocols.
  • Build a high-accountability, coaching-first culture across managers, team leads, and frontline agents.
  • Develop service blueprints and experience standards that strengthen loyalty and advocacy.
  • Own the performance of AI-powered support tools such as conversational IVR, chatbots, and agent-assist systems.
  • Partner with Product and Engineering to evaluate, implement, and improve CX technology and integrations.
  • Track core CX metrics, build dashboards, and deliver executive-ready reporting and insights.
  • Connect CX operations to retention, upsell, reactivation, and other commercial outcomes.
  • Design and maintain QA frameworks for quality, compliance, empathy, and clinical accuracy.
  • Lead the transition to a fully remote customer service model and manage cross-functional execution.
  • Recruit, develop, and retain a high-performing CX team and build career pathing and succession plans.
  • Collaborate with Patient Experience, Product, Clinical, Marketing, Sales, Finance, HR, IT, Legal, and Operations to align customer experience initiatives.

Requirements

  • 7+ years of progressive CX, contact center, or customer operations leadership experience with direct people management responsibility.
  • Experience leading remote or distributed teams of 50 or more across multiple channels and functions.
  • Hands-on experience implementing or managing AI/automation in customer service, including chatbots, conversational IVR, or agent-assist tools.
  • Strong analytical skills with experience building dashboards, interpreting performance data, and turning insights into action.
  • Proven track record linking CX performance to retention, reactivation, and revenue outcomes.
  • Experience managing vendor relationships, including BPO partners and technology providers.
  • Experience building or maturing QA programs in a regulated or compliance-sensitive environment.
  • Ability to manage a department budget, including headcount, vendor, and technology spend.
  • Background in health tech, digital health, telehealth, or healthcare services is preferred.
  • Familiarity with HIPAA requirements as they apply to CX operations, technology platforms, and data handling is preferred.
  • Experience with Salesforce Service Cloud, Zendesk, Five9, Genesys, or similar CRM/WFM tools is preferred.
  • Exposure to service blueprinting, NPS program design, or churn prediction models is preferred.

Benefits

  • Medical, dental, and vision coverage.
  • Retirement plans.
  • Basic, voluntary, and AD&D life insurance.
  • Flexible PTO policy.
  • Paid holidays.
  • Short-term disability coverage.
  • Training and development support.

Interested in this position?

Apply directly on the company website

Apply Now

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