Associate Director of Customer Experience

Job Summary

A company is looking for an Associate Director, Customer Experience Operations.

Key Responsibilities

• Oversee the performance of the onshore Member Experience organization, ensuring service quality and operational effectiveness
• Lead and develop frontline leadership, establishing performance expectations and fostering a culture of accountability
• Design and implement scalable workflows and processes to enhance patient support across various channels

Required Qualifications

• 5+ years of experience in customer support, patient experience, or service operations
• 3+ years of direct leadership experience in Customer Experience teams
• Experience managing omnichannel support operations
• Familiarity with CRM and customer communications platforms
• Strong data analysis skills to translate insights into operational actions