Director of Customer Experience

🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

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LifeMD

WebsiteLinkedInAll Job Openings

201 - 500 employees

📡 Telecommunications

⚕️ Healthcare Insurance

🧘 Wellness

Telecommunications • Healthcare Insurance • Wellness

LifeMD is a 50-state direct-to-patient telehealth company providing virtual primary care, diagnostics, and specialized treatments. They focus on men's and women's health, allergies, asthma, and dermatological issues. With a proprietary technology platform, a comprehensive medical group, and a nationwide mail-order pharmacy network, LifeMD aims to increase access to affordable healthcare. The company offers online consultations with board-certified doctors, covering various health concerns from weight management to chronic conditions, available anytime and anywhere.

📋 Description

• Lead, scale, and continuously optimize a remote contact center team across multiple channels (voice, chat, email, SMS) • Set and enforce service level standards, workforce management practices, scheduling, capacity models, and escalation protocols • Build a high-accountability, coaching-first culture across team leads and frontline agents • Develop and maintain service blueprints and experience standards across contact and service touchpoints that transform support from a transactional function into a driver of loyalty and advocacy • Champion a culture of empathy, accountability, and customer-centricity across the entire CX organization • Own the performance of AI-powered support functions including AI voice (conversational IVR), chatbots, and agent-assist tools — monitoring deflection rates, containment quality, sentiment signals, and escalation patterns • Partner with Product and Engineering to evaluate, implement, and iterate on AI tooling that augments agent performance and improves resolution rates without sacrificing human connection • Ensure deep integration between CX technology and broader customer-facing platforms including EHR, CRM, and marketing automation systems • Stay current on emerging customer support technologies and serve as the internal subject matter expert on responsible AI use within a healthcare context • Define, track, and improve core CX metrics: first contact resolution, average handle time, CSAT, NPS, escalation rate, AI containment rate, retention, and reactivation • Monitor NPS trends surfaced through the CX function and partner with the Manager of Patient Experience to close the loop on customer feedback and drive operational improvements • Build and maintain dashboards and reporting cadences that provide real-time operational visibility to your team and to the SVP • Conduct root cause analysis on performance gaps and translate findings into structured improvement plans • Synthesize customer insights, VOC data, and operational trends into clear, executive-ready briefings • Align CX operations with revenue and retention goals, connecting CSAT, NPS, and resolution metrics to commercial outcomes including retention, upsell conversion, and reactivation • Identify patterns in customer friction that represent risk to renewal, referral, or acquisition, and advocate for fixes cross-functionally • Support onboarding and activation workflows that reduce time-to-value; contribute to behavioral engagement and churn prediction strategies • Design and maintain a rigorous QA framework covering interaction quality, compliance, empathy standards, and clinical accuracy • Establish calibration processes across QA reviewers to ensure scoring consistency and fairness • Use QA insights to inform targeted coaching, training curricula, and process improvement • Manage the CX department budget within parameters, including headcount planning, vendor contracts, and technology spend • Identify cost optimization opportunities without compromising service quality or customer outcomes; present trade-off analyses and recommendations • Lead the operational transition to a fully remote customer service model, owning the end-to-end migration across people, process, technology, and compliance workstreams • Partner with HR, IT, Legal, and Operations to execute the transition with minimal disruption to the customer experience, establishing remote workforce policies and tooling standards • Use the transition as an opportunity to redesign foundational processes and eliminate legacy inefficiencies • Recruit, develop, and retain a high-performing team of managers, team leads, QA specialists, trainers, and agents • Build workforce planning, career pathing, and succession pipelines within the CX organization • Design the management rhythms, coaching frameworks, and recognition programs that attract and retain top talent in a fully remote environment • Serve as a key operational partner to the Manager of Patient Experience, ensuring alignment between customer-facing service operations and the broader patient experience program • Collaborate closely with the Manager of Patient Experience to align on messaging touchpoints, technology integrations, and shared data — recognizing that the customer journey spans both functions and requires active coordination to deliver a coherent experience • Support the SVP of Operations & Patient Experience in executing the overall CX vision, roadmap, and resource planning • Collaborate with Product, Clinical, Marketing, Sales, and Finance to embed the customer perspective in upstream decisions • Prepare structured insights, trend analyses, and investment recommendations for the SVP to carry into executive forums

🎯 Requirements

• 7+ years of progressive CX, contact center, or customer operations leadership experience, with direct people management responsibility • Demonstrated experience leading remote or distributed teams of 50 or more across multiple channels and functions • Hands-on experience implementing or managing AI/automation in a customer service context (chatbots, conversational IVR, agent-assist tools) • Strong analytical skills — comfortable building dashboards, interpreting performance data, and translating insights into operational action • Proven track record connecting CX performance to commercial outcomes including retention, reactivation, and revenue • Experience managing vendor relationships including BPO partners and technology providers • Experience building or maturing QA programs in a regulated or compliance-sensitive environment • Demonstrated ability to manage a department budget, including headcount, vendor, and technology spend

🏖️ Benefits

• Health Care Plan (Medical, Dental & Vision) • Retirement Plans • Life Insurance (Basic, Voluntary & AD&D) • Flexible PTO Policy • Paid Holidays • Short Term Disability • Training & Development