Director of Customer Experience
Skills
- 10+ years leading customer experience, operations, or care delivery in high-growth environments
- Strong operational and systems thinking to evaluate people/process/tech tradeoffs
- Demonstrated ability to lead and scale multi-layered, customer-facing teams
- Data-driven decision making and KPI-driven performance management
- Deep empathy for families and children with experience designing human-centered services
- Outstanding cross-functional communication and stakeholder influence
- Familiarity with Salesforce, Zendesk or similar customer engagement platforms
Responsibilities
- Define and operationalize a unified customer experience vision across the merged organization.
- Assess and integrate customer operations, technology, and workflows to improve efficiency and scale.
- Partner with Clinical Operations, Product, and Data to improve tooling and automate core workflows.
- Establish and monitor KPIs across response time, satisfaction, conversion, and retention.
- Lead and develop multi-layered teams including managers and frontline staff, creating clear role expectations and career pathways.
- Serve as the operational voice of the customer in leadership decisions and cross-functional planning.
- Champion human-centered experience design across referral, engagement, care, and graduation touchpoints.
- Manage inbound/outbound communications for enrollment and engagement and ensure smooth handoffs to clinical teams.
Education
- Bachelor’s degree or equivalent experience required
- Master’s degree or advanced credential preferred but not required
- Relevant experience in health, ed-tech, or social impact sectors highly valued
Benefits
- Competitive base salary ($155,000–$180,000)
- 401(k) match
- Healthcare coverage
- Paid time off
- Stock options / equity
- Remote-first work environment and flexibility
- Professional development and career growth opportunities
Average salary estimate
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Our mission is to transform lives by providing all children access to high quality healthcare in school.
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