Director of Customer Experience Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Customer Experience Operations based in United States.

This is a senior leadership opportunity to shape the future of customer experience within a rapidly scaling technology and healthcare environment.
You will own the customer experience operation end to end, setting the standard for exceptional support across patients and providers.
The role oversees a large blended organization spanning internal employees and external service partners, with responsibility for performance, cost, quality, and scalability.
You will lead teams across Customer Care, Agent Success, Programs, and Systems while developing the managers and operating models that support sustained growth.
A major focus will be using AI and automation to improve resolution speed, reduce repetitive demand, and allow agents to concentrate on interactions requiring human judgment.
You will also serve as a critical voice to Product and R&D, using customer insights and operational data to influence upstream improvements.
The ideal leader combines operational rigor, customer empathy, strategic thinking, and a strong track record of transforming complex support organizations.