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Director of Customer Experience

LifeMD · New York, New York, New York, United States · 7+ yrs

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Job description

About us 
 LifeMD is a leading provider of virtual primary care, telehealth, and specialized treatment programs serving hundreds of thousands of patients nationwide. Our vertically integrated platform combines 50-state licensed providers, in-house pharmacy and lab integrations, and proprietary technology that enables safe, high-quality, and affordable care.
 At the heart of this transformation is our team of developers, engineers, and tech innovators building state-of-the-art systems that make healthcare smarter, faster, and more accessible. From architecting scalable backend systems to crafting intuitive user experiences, we are pushing boundaries every day.
 Recognized as one of the fastest-growing healthcare tech companies (#166 on Deloitte Fast 500 in 2023), LifeMD is not just a healthcare company — it's a tech company revolutionizing healthcare. 
 About the role 
 LifeMD is seeking a strategic, data-obsessed Director of Customer Experience to lead and elevate our remote customer operations. This role sits at the intersection of technology, clinical empathy, and operational excellence. We are looking for someone who has built and continuously evolved high-performing, technology-enabled CX organizations; deploying AI voice and chat tools, engineering data-driven performance cultures, and creating differentiated, concierge-level experiences that drive loyalty and growth.
 Reporting directly to the SVP of Operations & Patient Experience, you will translate the executive team's vision and strategy into operational reality,surfacing the voice of the customer, driving measurable performance, and partnering cross-functionally to embed customer insights into decisions across the organization. If you thrive in fast-moving health tech environments and believe exceptional customer experience is a commercial advantage, we want to hear from you. 
 Responsibilities 
 Remote Contact Center Leadership 
 Lead, scale, and continuously optimize a remote contact center team across multiple channels (voice, chat, email, SMS). Setting KPIs, driving performance expectations, and driving continuous improvement.
 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
 Customer Experience 
 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
 AI & Technology Integration 
 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
 Data-Driven Performance Management 
 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 
 Commercial Impact & Customer Lifecycle 
 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
 Quality Assurance 
 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
 Budget Management 
 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 
 Remote Transition & Operational Build-Out 
 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
 Team Leadership & Development 
 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
 Cross-Functional Partnership & Internal Alignment 
 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
 Preferred 
 Background in health tech, digital health, telehealth, or healthcare services
 Familiarity with HIPAA requirements as they apply to CX operations, technology platforms, and data handling
 Experience with platforms such as Salesforce Service Cloud, Zendesk, Five9, Genesys, or similar CRM/WFM tools
 Exposure to customer and patient experience frameworks (e.g., service blueprinting, NPS program design, churn prediction models)
 Background in a direct-to-consumer or subscription-based business where CX plays a direct role in lifetime value 
 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
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