Associate Director, Customer Experience Operations

For our client, we are seeking a Associate Director, Customer Experience Operations to join the team of a leader in the Healthcare space.

This role will own the strategy and execution of customer experience operations across outsourced service partners, with a strong focus on omnichannel support at scale. The Associate Director will build the operating model, strengthen performance management, and partner closely with external teams and internal stakeholders to improve service quality and consistency for patients. This person will also use data, workflow design, and leadership to identify gaps, drive accountability, and elevate the overall experience.

The ideal candidate will bring a blend of operational leadership, analytics, and customer support expertise in complex, high-growth environments. They will help translate patient insights into actionable improvements and ensure support teams have the tools, processes, and standards needed to perform effectively.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $152,000 – $175,000 annually

Responsibilities

• Own the performance of outsourced member experience operations across multiple BPO partners and channels
• Lead and develop senior customer experience leaders, setting clear performance expectations and supporting growth
• Establish an operating model for omnichannel support, including performance frameworks and staffing alignment
• Collaborate with BPO leadership to drive accountability through clear goals and continuous improvement
• Design scalable workflows and knowledge tools for consistent support across external teams
• Identify performance gaps and lead data-driven interventions across vendors and sites
• Analyze performance data to identify trends and opportunities for improvement
• Champion the patient voice by translating insights for cross-functional partners to enhance the omnichannel experience

Qualifications

• 5+ years of experience in customer support, patient experience, or service operations in complex environments
• 3+ years of direct ownership of BPO or offshore operations across multiple sites or vendors
• 3-5+ years of people leadership experience with high-performing teams
• Experience managing omnichannel support operations (chat, messaging, email, voice) at scale
• Hands-on familiarity with CRM tools like Zendesk, including automation and AI workflows
• Strong data analysis skills, with the ability to translate performance metrics into actionable insights
• Proven experience designing standardized workflows and scalable process improvements

Benefits

• Full medical, dental, and vision insurance plus a OneMedical membership
• Healthcare and Dependent Care FSA
• 401(k) with company match
• Flexible PTO
• Wellbeing and Learning & Growth reimbursements
• Paid parental leave and fertility benefits
• Pet insurance
• Student loan refinancing
• Virtual resources for mindfulness, counseling, and fitness

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.