Director of Customer Experience Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Customer Experience Operations based in United States.

This is a senior leadership opportunity to shape the future of customer experience within a rapidly scaling technology and healthcare environment.

• Own the customer experience function end to end, establishing clear standards for exceptional support across patients and providers and defining the scorecard used to measure operational performance.
• Lead and develop a customer experience organization of more than 100 internal employees and over 800 partner agents across Agent Success, Customer Care, Programs, and Systems.
• Develop, coach, and retain high-performing managers while owning hiring, performance management, organizational design, and leadership development across the function.
• Establish and execute an AI and automation strategy that improves customer outcomes, accelerates resolution, reduces repeat contacts, and enables agents to focus on high-value interactions requiring judgment and empathy.
• Partner with Product leadership to identify where AI can deliver the greatest operational and customer value while establishing quality, reliability, and readiness standards for automation.
• Own CX capacity, workforce planning, and cost management, including demand forecasting, staffing models, internal and outsourced capacity, and cost-per-contact targets.
• Build scalable operational foundations across training, quality assurance, agent procedures, workflows, systems, and technology to continuously improve service quality and efficiency.
• Establish operating rhythms, performance metrics, and accountability mechanisms that enable the organization to scale predictably while maintaining a high-quality customer experience.
• Manage external service partners from the client side, ensuring performance standards, operational commitments, and commercial expectations are consistently met.
• Use operational data, customer feedback, and recurring contact trends to identify systemic issues and opportunities to reduce avoidable support demand.
• Represent the customer experience function with senior and executive leadership, communicating performance, risks, opportunities, and strategic priorities with clarity.
• Partner closely with Product, Engineering, and R&D teams to translate customer and operational insights into product improvements and upstream solutions.
• Foster a customer-centric culture focused on the needs of both patients and providers while ensuring every interaction strengthens trust and long-term relationships.
• Continuously evaluate CX technology, AI capabilities, and emerging industry practices to determine which innovations can meaningfully transform the operation.

• 10+ years of experience in customer experience, customer support, service operations, or related strategy functions, including 5+ years leading teams of managers.
• Proven experience operating a blended internal and outsourced customer support organization at the scale of several hundred agents within a high-growth technology company.
• Demonstrated success managing external service partners while holding them accountable for operational performance and commercial commitments.
• Strong experience owning operational costs, including demand forecasting, capacity planning, workforce planning, staffing models, and headcount budgets.
• Proven ability to lead a customer support organization through an AI or automation transformation and demonstrate measurable improvements in customer experience, efficiency, and operational performance.
• Deep knowledge of modern CX operating models, support technologies, automation, and AI capabilities, with a strong point of view on how emerging tools can fundamentally improve operations rather than simply add complexity.
• AI-native mindset with demonstrated experience integrating AI into personal workflows, team processes, and customer operations.
• Strong ability to use operational metrics, customer insights, and data to identify opportunities, make decisions, and influence broader business strategy.
• Experience partnering closely with Product, Engineering, R&D, or other technology teams to use customer evidence to influence product priorities and eliminate recurring sources of support demand.
• Exceptional leadership, communication, influencing, and stakeholder-management skills, with the ability to operate effectively at executive level.
• Strong customer empathy and commitment to building experiences that serve customers with care, clarity, and consistency.
• High degree of strategic thinking, operational rigor, ownership, and adaptability in a rapidly changing environment.
• Experience in healthcare, insurance, or another industry involving complex customer interactions is a plus.

• Base salary: $160,000–$250,000 annually, depending on qualifications.