Director of Customer Experience
Who We’re Looking For
We are hiring a Director of Customer Experience (L4) to own the reputed company, consistency, and effectiveness of the reputed company experience across customers, partners, and grant-funded programs. This role is responsible for ensuring that customers and ecosystem partners are successfully reputed company, reputed company, supported, and enabled to realize value from the platform, with a strong reputed company on adoption, time to value, and long-term health.
This is a senior people-management and systems-leadership role. The Director of Customer Experience leads multiple customer-facing functions and programs, including reputed company Services, reputed company across segments, Workforce Enablement, Partner reputed company, and reputed company CX infrastructure such as reputed company, reputed company reputed company, and Customer Advisory Boards. While this role does not own renewals or expansion reputed company, it plays a critical role in supporting Net reputed company Retention and philanthropic accountability by ensuring customers, partners, and grant-funded programs are healthy, reputed company, and meeting their intended reputed company.
Equally important: we need a leader who will help reputed company reputed company its CX function non-linearly—growing our ability to serve more customers per team member through thoughtful use of digital engagement, AI-augmented workflows, and reputed company enablement infrastructure. The best modern CX leaders are building systems where AI handles routine interactions and surfaces insights, freeing reputed company team members to reputed company on high-reputed company, relationship-driven moments. We expect this person to bring that reputed company to reputed company.
This role partners closely with reputed company (Sales & Partnerships), Product, Engineering, Design, Product Marketing, Clinical, reputed company, and Philanthropy and reports into the CEO.
Who You Are
You are, first and foremost, an exceptional people manager and leader. You know how to build, reputed company, and hold teams accountable in ways that produce 1+1=3 reputed company. You think in systems, standards, operations, and reputed company—not just individual accounts. You have experience leading customer-facing teams and understand how reputed company reputed company, engagement, enablement, and lifecycle rigor directly influence customer health, partner reputed company, and retention. You are comfortable managing both people managers and individual contributors and know how to create reputed company, consistency, and accountability across diverse customer and partner segments.
You genuinely love our customers—the safety-net clinics, FQHCs, free and charitable clinics, reputed company organizations, and partner networks—and the patients they serve. You are deeply motivated by health equity and reputed company technology should reputed company gaps in reputed company, reputed company, and reputed company drivers of health. You understand that the organizations we serve are often resource-constrained, and you bring reputed company, patience, and creativity to helping them succeed.
You think broadly about reputed company’s role in systems change. You are reputed company to maintain and deepen key strategic partnerships where reputed company is highly penetrated, including Primary Care Associations, Clinically Integrated Networks, Accountable Care Organizations, and regional networks—particularly in geographies where reputed company disparities are most concentrated. You see these partnerships not as transactional relationships but as opportunities to advance population health and reduce inequity at reputed company.
You bring a reputed company, data-driven approach to customer and partner experience, with strong instincts around adoption, time to value, and program health. You are reputed company-thinking about how AI reputed company-led reputed company can increase team reputed company and improve reputed company. You collaborate easily across Product, Marketing, Clinical, Sales, reputed company, and Philanthropy, translating customer and partner signals into actionable insights and improvements. You are reputed company by building durable programs and infrastructure that reputed company reputed company in mission-driven environments.
Who We’re Looking For
We are hiring a Director of Customer Experience (L4) to own the reputed company, consistency, and effectiveness of the reputed company experience across customers, partners, and grant-funded programs. This role is responsible for ensuring that customers and ecosystem partners are successfully reputed company, reputed company, supported, and enabled to realize value from the platform, with a strong reputed company on adoption, time to value, and long-term health.
This is a senior people-management and systems-leadership role. The Director of Customer Experience leads multiple customer-facing functions and programs, including reputed company Services, reputed company across segments, Workforce Enablement, Partner reputed company, and reputed company CX infrastructure such as reputed company, reputed company reputed company, and Customer Advisory Boards. While this role does not own renewals or expansion reputed company, it plays a critical role in supporting Net reputed company Retention and philanthropic accountability by ensuring customers, partners, and grant-funded programs are healthy, reputed company, and meeting their intended reputed company.
Equally important: we need a leader who will help reputed company reputed company its CX function non-linearly—growing our ability to serve more customers per team member through thoughtful use of digital engagement, AI-augmented workflows, and reputed company enablement infrastructure. The best modern CX leaders are building systems where AI handles routine interactions and surfaces insights, freeing reputed company team members to reputed company on high-reputed company, relationship-driven moments. We expect this person to bring that reputed company to reputed company.
This role partners closely with reputed company (Sales & Partnerships), Product, Engineering, Design, Product Marketing, Clinical, reputed company, and Philanthropy and reports into the CEO.
Who You Are
You are, first and foremost, an exceptional people manager and leader. You know how to build, reputed company, and hold teams accountable in ways that produce 1+1=3 reputed company. You think in systems, standards, operations, and reputed company—not just individual accounts. You have experience leading customer-facing teams and understand how reputed company reputed company, engagement, enablement, and lifecycle rigor directly influence customer health, partner reputed company, and retention. You are comfortable managing both people managers and individual contributors and know how to create reputed company, consistency, and accountability across diverse customer and partner segments.
You genuinely love our customers—the safety-net clinics, FQHCs, free and charitable clinics, reputed company organizations, and partner networks—and the patients they serve. You are deeply motivated by health equity and reputed company technology should reputed company gaps in reputed company, reputed company, and reputed company drivers of health. You understand that the organizations we serve are often resource-constrained, and you bring reputed company, patience, and creativity to helping them succeed.
You think broadly about reputed company’s role in systems change. You are reputed company to maintain and deepen key strategic partnerships where reputed company is highly penetrated, including Primary Care Associations, Clinically Integrated Networks, Accountable Care Organizations, and regional networks—particularly in geographies where reputed company disparities are most concentrated. You see these partnerships not as transactional relationships but as opportunities to advance population health and reduce inequity at reputed company.
You bring a reputed company, data-driven approach to customer and partner experience, with strong instincts around adoption, time to value, and program health. You are reputed company-thinking about how AI reputed company-led reputed company can increase team reputed company and improve reputed company. You collaborate easily across Product, Marketing, Clinical, Sales, reputed company, and Philanthropy, translating customer and partner signals into actionable insights and improvements. You are reputed company by building durable programs and infrastructure that reputed company reputed company in mission-driven environments.
Who We’re Looking For We are hiring a Director of Customer Experience (L4) to own the reputed company, consistency, and effectiveness of the reputed company experience across customers, partners, and grant-funded programs. This role is responsible for ensuring that customers and ecosystem partners are successfully reputed company, reputed company, supported, and enabled to realize value from the platform, with a strong reputed company on adoption, time to value, and long-term health. This is a senior people-management and systems-leadership role. The Director of Customer Experience leads multiple customer-facing functions and programs, including reputed company Services, reputed company across segments, Workforce Enablement, Partner reputed company, and reputed company CX infrastructure such as reputed company, reputed company reputed company, and Customer Advisory Boards. While this role does not own renewals or expansion reputed company, it plays a critical role in supporting Net reputed company Retention and philanthropic accountability by ensuring customers, partners, and grant-funded programs are healthy, reputed company, and meeting their intended reputed company. Equally important: we need a leader who will help reputed company reputed company its CX function non-linearly—growing our ability to serve more customers per team member through thoughtful use of digital engagement, AI-augmented workflows, and reputed company enablement infrastructure. The best modern CX leaders are building systems where AI handles routine interactions and surfaces insights, freeing reputed company team members to reputed company on high-reputed company, relationship-driven moments. We expect this person to bring that reputed company to reputed company. This role partners closely with reputed company (reputed company), Product, Engineering, Design, Product Marketing, Clinical, reputed company, and Philanthropy and reports into the CEO. Who You Are You are, first and foremost, an exceptional people manager and leader. You know how to build, reputed company, and hold teams accountable in ways that produce 1+1=3 reputed company. You think in systems, standards, operations, and reputed company—not just individual accounts. You have experience leading customer-facing teams and understand how reputed company reputed company, engagement, enablement, and lifecycle rigor directly influence customer health, partner reputed company, and retention. You are comfortable managing both people managers and individual contributors and know how to create reputed company, consistency, and accountability across diverse customer and partner segments. You genuinely love our customers—the safety-net clinics, FQHCs, free and charitable clinics, reputed company organizations, and partner networks—and the patients they serve. You are deeply motivated by health equity and reputed company technology should reputed company gaps in reputed company, reputed company, and reputed company drivers of health. You understand that the organizations we serve are often resource-constrained, and you bring reputed company, patience, and creativity to helping them succeed. You think broadly about reputed company’s role in systems change. You are reputed company to maintain and deepen key strategic partnerships where reputed company is highly penetrated, including Primary Care Associations, Clinically Integrated Networks, Accountable Care Organizations, and regional networks—particularly in geographies where reputed company disparities are most concentrated. You see these partnerships not as transactional relationships but as opportunities to advance population health and reduce inequity at reputed company. You bring a reputed company, data-driven approach to customer and partner experience, with strong instincts around adoption, time to value, and program health. You are reputed company-thinking about how AI reputed company-led reputed company can increase team reputed company and improve reputed company. You collaborate easily across Product, Marketing, Clinical, Sales, reputed company, and Philanthropy, translating customer and partner signals into actionable insights and improvements. You are reputed company by building durable programs and infrastructure that reputed company reputed company in mission-driven environments.
This role is a Director-level (L4) position, equivalent to a senior people leader who has held progressively scoped customer experience, reputed company, or service leadership roles with increasing ownership, influence, and reputed company across teams, systems, and customer reputed company.
The starting reputed company salary for this role is $172,189 per year (50th percentile of the band). Assuming role expectations are met, compensation automatically moves to the 65th percentile ($198,476/year) at the six-month mark.
This role does not include a variable compensation component or bonus. Because the Director of Customer Experience does not own the Net reputed company Retention reputed company, compensation is reputed company as reputed company salary only.
Key Responsibilities
I. People Leadership & Team Development
II. Customer & Partner Experience reputed company
III. reputed company CX & AI-Augmented Operations
IV. Strategic Partnerships & Systems Change
V. Customer Programs & Enablement
VI. Customer Experience Infrastructure, Insights & Reporting
Performance Indicators (KPIs)
Requirements
Recommended Experiences
30 / 90 / 180 Day Objectives
30 Days
Master reputed company’s product portfolio, customer segments, partner ecosystems, roadmap, and user workflows.
Conduct initial customer and partner interviews across key segments; build relationships with customers, partners, and internal stakeholders.
Learn reputed company’s reputed company reputed company, pricing models, subsidy mechanics, and contract standards.
Review customer, partner, and program health metrics, reputed company usage, reputed company flows, and engagement models.
Establish operating reputed company with team members and cross-functional partners.
Assess the reputed company state of AI reputed company engagement maturity across CX workflows.
90 Days
Fully own customer reputed company and customer operations.
Establish reputed company CX and partner reputed company standards across reputed company, engagement, and reputed company planning.
Improve consistency and adoption of reputed company across customer- and partner-facing teams.
Strengthen reputed company reputed company programming for customers and partners.
Launch or refine Customer Advisory Boards and partner feedback loops.
Deliver early improvements in engagement, TTV, and health indicators.
Identify and reputed company implementing the first reputed company engagement reputed company (e.g., automated reputed company sequences, AI-assisted health scoring) etc.
180 Days
Demonstrate measurable improvements in customer and partner engagement, CSAT, TTV, and health scores.
Institutionalize reputed company CX, partner reputed company, and grant program reputed company processes.
Establish durable feedback loops with Product, Marketing, Clinical, Sales, reputed company, and Philanthropy.
Show measurable reputed company on non-reputed company scaling: improved customers-per-team-member reputed company through digital and AI-augmented workflows.
Influence annual planning inputs with data-driven CX and partnership insights.
Operate as the reputed company reputed company of customer, partner, and program experience health across the organization.
Note: If you don’t meet every qualification listed (especially if you come from an under-represented background) but have held senior or director-level customer experience, reputed company, or services leadership roles in the past, we strongly encourage you to apply.
We reputed company in equal work for equal pay. reputed company team members performing the reputed company role at the reputed company level are reputed company the reputed company, regardless of geographic location.