Director, Customer Experience, Women's Health & Rare Disease

📋 Description

• Lead CX support, issue resolution, and customer success programs.
• Own SLA, KPI, and NPS frameworks; set benchmarks and drive targets.
• Lead CX agents, territory managers, and CS managers; foster inclusion.
• Partner with Sales, Clinical, Marketing, Eng, Product, and Ops to improve the journey.
• Champion CX as a strategic function to drive retention and satisfaction.
• Escalate and resolve complex/high-visibility issues; prevent recurrence.

🎯 Requirements

• Bachelor's degree required; MBA or equivalent strongly preferred.
• 10+ years in CX/CS or contact center ops; 4+ years in senior management.
• Proven experience scaling multi-functional customer-facing teams.
• Track record improving NPS, CSAT, retention, and efficiency.
• Healthcare, biotech, or diagnostics industry experience preferred.
• Strong problem solving and rapid iteration on complex issues.

🎁 Benefits

• Comprehensive medical, dental, vision, and disability plans.
• Free testing for employees and fertility care benefits.
• Pregnancy and baby bonding leave; 401k and commuter benefits.
• Generous employee referral program.
• Inclusive culture and equal opportunity employer.
• Wellbeing programs and professional development opportunities.