Head of Experience

Job Description

Job Description

About Rugiet

Rugiet is one of the fastest-growing direct-to-consumer telemedicine companies in the US, revolutionizing men's health through bespoke compounded medications and a premium digital experience. We've built something rare: a product that genuinely works, patients who love it, and a brand with real momentum. Now we're building the team to make the patient experience truly world-class — from first click to long-term member.

The Opportunity

We are looking for a relentlessly detail-oriented Director of Patient Experience & Quality to own, audit, and elevate every touchpoint of the Rugiet patient journey. Think of yourself as our Chief Inspector — the person who mystery-shops our own product daily, finds the friction before patients do, and holds the entire organization accountable to a Four Seasons standard of care.

If something feels off — an email subject line, a checkout flow, a refill reminder, a support response — you find it, flag it, and fix it. This is not a passive role. You will be the most important voice of the patient inside Rugiet, and your work will directly impact retention, LTV, and the brand's long-term reputation.

What You'll Own

• The consultation experience: Concierge layer before/during provider calls. Quality-controlling provider video setup, warmth, follow-through.
• Digital experience QA: The "Four Seasons on the digital product" piece — every touchpoint from intake form to app to email notification to Trustpilot reviews.
• Feedback loop architecture: Turning patient interactions into structured intel. First line of defense on experience gaps.
• Cross-functional influence: Working across UX/UI, patient support, medical advisory, and customer lifecycle. Not owning those teams, but setting the experience standard they're held to.
• End-to-end QA of the patient lifecycle — from first ad impression through onboarding, first refill, ongoing retention, and every communication in between
• Maintain a living audit of every patient touchpoint across email, SMS, push, app, checkout, packaging, and support — scoring each against a defined standard of excellence
• Design and execute a rigorous mystery shopping program across Rugiet's full funnel, regularly experiencing the product as a patient would
• Partner with Lifecycle, Product, CX, Creative, and Clinical to surface gaps and drive rapid resolution — you identify the problem, they fix it, you verify it
• Build and own the Patient Experience Scorecard — a real-time dashboard tracking experience quality KPIs across every channel and touchpoint
• Establish and enforce Rugiet's Patient Experience Standards — a documented, living framework for what 'Four Seasons-level' means in practice at every stage of the journey
• Champion the patient voice in cross-functional meetings — translating patient feedback, NPS data, support tickets, and churn signals into concrete, prioritized improvements
• Own onboarding and communication audits — ensuring every message we send is accurate, on-brand, appropriately timed, and adds genuine value to the patient
• Identify compliance risks in patient-facing communications in partnership with Legal and Clinical
• Track and benchmark Rugiet's experience against best-in-class DTC brands across health and beyond

What You Bring

• 5+ years in customer experience, CX strategy, quality assurance, or patient experience — ideally in a DTC, subscription, or healthcare context
• An almost pathological attention to detail — you notice the typo, the awkward pause, the email that arrived at the wrong time, and the checkout step that felt one click too long
• Proven experience building or managing QA frameworks for customer-facing products or communications
• Strong cross-functional instincts — you know how to raise a problem without pointing fingers and drive a fix without owning the roadmap
• Comfort with data — you can pull NPS trends, read a churn cohort, and connect experience observations to business outcomes
• Experience with or deep appreciation for premium consumer brands where the experience itself is the product (hospitality, luxury, or premium DTC)
• Excellent written communication — you will be reviewing copy daily and your feedback needs to be precise, constructive, and fast
• Self-directed and proactive — you don't wait to be asked, you find the problem first

Bonus Points

• Background in telemedicine, digital health, or subscription healthcare
• Experience with lifecycle or CRM platforms (HubSpot, Braze, Klaviyo)
• Familiarity with HIPAA-compliant patient communications
• Experience designing or running mystery shopping or experience audit programs
• Prior work building CX rubrics, experience scorecards, or quality standards documentation

30 / 60 / 90 Day Plan

• Experience the full patient journey as a patient
• Map every touchpoint end-to-end
• Review NPS, CSAT, churn & support data
• Deliver a prioritized experience gap audit | Launch the Patient Experience Scorecard
• Draft Rugiet's Patient Experience Standards
• Establish mystery shopping cadence
• Drive first round of experience improvements | Weekly scorecard reporting to leadership
• Cross-functional QA reviews running smoothly
• Measurable lift in NPS and refill rate
• Roadmap for next 6 months of CX elevation

Why Rugiet

• Rare chance to build a world-class patient experience function from the ground up, with real authority and executive support
• A product that patients genuinely love — you're not starting from a broken foundation
• Fast-moving team that ships quickly and takes quality seriously
• Competitive salary, performance bonus, equity participation, full health benefits, 401(k), generous PTO, and remote flexibility