Associate Director, Customer Experience Operations

Employer Industry: Telehealth and Healthcare Services

Why consider this job opportunity:

• Salary up to $165,000
• Competitive equity and benefits package
• Flexible PTO and 401(k) with company match
• Comprehensive health benefits including medical, dental, and vision insurance
• Opportunities for in-person collaboration and remote work flexibility
• Supportive culture that values diverse perspectives and employee wellbeing

• Own the end-to-end performance of outsourced member experience operations across multiple BPO partners and support channels
• Lead, coach, and develop senior customer experience leaders within BPO environments
• Establish and evolve the operating model for outsourced, omnichannel support
• Design and implement scalable workflows, SOPs, and knowledge tools for consistent, high-quality support
• Regularly analyze performance data to identify trends, risks, and opportunities for improvement

• 5+ years of experience in customer support or patient experience in complex environments
• 3+ years of direct ownership of BPO or offshore operations across multiple sites
• 3–5+ years of people leadership experience with a track record of developing high-performing teams
• Experience owning omnichannel support operations and driving consistency across channels
• Strong data fluency with experience analyzing performance metrics and translating insights into action

• Hands-on familiarity with CRM and customer communications platforms, particularly Zendesk
• Proven ability to design and implement standardized workflows and scalable process improvements
• Excellent cross-functional collaboration and communication skills

#Telehealth #Healthcare Services #Customer Experience #Remote Work #Career Opportunity #Diversity Inclusion

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