VP of Customer Experience & Operations

We are seeking an experienced and dynamic senior leader to spearhead our Customer Experience and Operations team. This is a unique opportunity for a mission-driven professional to drive exceptional customer experiences and operational excellence, positioning the organization for scalable growth.

Reporting to the COO, you will oversee Customer Experience & Operations, Clinical Operations, and Pharmacy Operations. The ideal candidate has a proven track record of leading high-performing teams in customer service, customer retention, clinical operations, and pharmacy operations, with a strong focus on delivering outstanding customer experiences and driving operational success. This role offers the opportunity to lead the Customer Experience & Operations department while the current Head of CX & Operations is on parental leave. Following their return, this position will evolve within the organization, providing continued opportunities to contribute to our mission and growth.

Responsibilities

• Lead Customer Experience & Operations department while Head of Customer Experience & Operations is on parental leave in Q1/Q2 2025, with the expectation of the position evolving within the organization following their return
• Ensure CX & Ops teams are delivering best-in-class experiences 
• Lead 4 key functions to achieve departmental KPIs and set up department for growth
• Customer Experience (call-center)
• Customer Operations
• Clinical Operations
• Pharmacy Operations
• Lead 3-4 high performing functional leaders
• Use analytical skills to continuously propose solutions to improve
• Work cross functionally with tech, marketing, biz dev and special projects to enable scalable solutions 
• Lead by example, fostering a customer and mission-centric culture while implementing best practices to deliver outstanding customer experience and operations strategies as we scale 

Requirements

We are looking for exceptional candidates who have:

• Proven track-record of 10+ years in customer experience and operations in SaaS companies (healthcare in an e-commerce and/or telemedicine setting is preferred)
• Extensive leadership experience managing customer operations, customer service, customer retention, clinical operations and pharmacy operations teams, with a focus on customer service and operations
• Strong experience working cross functionally with operations, marketing and tech teams to drive effective strategies for growth and scale
• Strong analytical skills to leverage quantitative insights and drive continual improvement 
• Experience working in high growth companies or start-ups 
• Bachelor's degree in healthcare administration, business management, or a related field preferred