Director of Customer Experience
Virtual Vocations Inc
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
Vacancy posted 11 hours ago
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