Director of Customer Experience

Job Summary

Leading the end-to-end customer experience for Women's Health & Rare Disease, the full-time remote Director of Customer Experience will manage support functions, set performance metrics, and drive cross-functional initiatives to enhance customer success and satisfaction.

Key responsibilities:

• Provide leadership across customer support functions, ensuring alignment with business objectives
• Own and evolve department-wide SLA, KPI, and NPS frameworks, holding teams accountable to performance benchmarks
• Lead and develop customer experience teams, mentoring supervisors and navigating complex employee relations

Required qualifications:

• Bachelor's degree required; graduate degree (MBA or equivalent) strongly preferred
• Minimum of 10 years of experience in customer experience or contact center operations, with at least 4 years in a senior leadership role
• Demonstrated experience in leading multi-functional customer-facing teams
• Proven track record of driving improvements in NPS, CSAT, and operational efficiency
• Healthcare, biotech, or diagnostics industry experience strongly preferred