Director of Customer Experience

About usLifeMD 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.ResponsibilitiesRemote Contact Center LeadershipLead, 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 protocolsBuild a high-accountability, coaching-first culture across team leads and frontline agentsCustomer ExperienceDevelop 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 advocacyChampion a culture of empathy, accountability, and customer-centricity across the entire CX organizationAI & Technology IntegrationOwn 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 patternsPartner with Product and Engineering to evaluate, implement, and iterate on AI tooling that augments agent performance and improves resolution rates without sacrificing human connectionEnsure 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 contextData-Driven Performance ManagementDefine, track, and improve core CX metrics: first contact resolution, average handle time, CSAT, NPS, escalation rate, AI containment rate, retention, and reactivationMonitor 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 improvementsBuild and maintain dashboards and reporting cadences that provide real-time operational visibility to your team and to the SVPConduct root cause analysis on performance gaps and translate findings into structured improvement plansSynthesize customer insights, VOC data, and operational trends into clear, executive-ready briefings Commercial Impact & Customer LifecycleAlign CX operations with revenue and retention goals, connecting CSAT, NPS, and resolution metrics to commercial outcomes including retention, upsell conversion, and reactivationIdentify patterns in customer friction that represent risk to renewal, referral, or acquisition, and advocate for fixes cross-functionallySupport onboarding and activation workflows that reduce time-to-value; contribute to behavioral engagement and churn prediction strategiesQuality AssuranceDesign and maintain a rigorous QA framework covering interaction quality, compliance, empathy standards, and clinical accuracyEstablish calibration processes across QA reviewers to ensure scoring consistency and fairnessUse QA insights to inform targeted coaching, training curricula, and process improvementBudget ManagementManage the CX department budget within parameters, including headcount planning, vendor contracts, and technology spendIdentify cost optimization opportunities without compromising service quality or customer outcomes; present trade-off analyses and recommendations Remote Transition & Operational Build-OutLead the operational transition to a fully remote customer service model, owning the end-to-end migration across people, process, technology, and compliance workstreamsPartner with HR, IT, Legal, and Operations to execute the transition with minimal disruption to the customer experience, establishing remote workforce policies and tooling standardsUse the transition as an opportunity to redesign foundational processes and eliminate legacy inefficienciesTeam Leadership & DevelopmentRecruit, develop, and retain a high-performing team of managers, team leads, QA specialists, trainers, and agentsBuild workforce planning, career pathing, and succession pipelines within the CX organizationDesign the management rhythms, coaching frameworks, and recognition programs that attract and retain top talent in a fully remote environmentCross-Functional Partnership & Internal AlignmentServe as a key operational partner to the Manager of Patient Experience, ensuring alignment between customer-facing service operations and the broader patient experience programCollaborate 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 experienceSupport the SVP of Operations & Patient Experience in executing the overall CX vision, roadmap, and resource planningCollaborate with Product, Clinical, Marketing, Sales, and Finance to embed the customer perspective in upstream decisionsPrepare 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 responsibilityDemonstrated experience leading remote or distributed teams of 50 or more across multiple channels and functionsHands-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 actionProven track record connecting CX performance to commercial outcomes including retention, reactivation, and revenueExperience managing vendor relationships including BPO partners and technology providersExperience building or maturing QA programs in a regulated or compliance-sensitive environmentDemonstrated ability to manage a department budget, including headcount, vendor, and technology spendPreferredBackground in health tech, digital health, telehealth, or healthcare servicesFamiliarity with HIPAA

Requirements

as they apply to CX operations, technology platforms, and data handlingExperience with platforms such as Salesforce Service Cloud, Zendesk, Five9, Genesys, or similar CRM/WFM toolsExposure 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 PlansLife Insurance (Basic, Voluntary & AD&D)Flexible PTO PolicyPaid HolidaysShort Term DisabilityTraining & Development This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.