Director of Customer Experience

About the role

LifeMD is seeking a strategic, data‑driven Director of Customer Experience to lead its remote contact‑center operations. Reporting to the SVP of Operations & Patient Experience, you will turn executive vision into day‑to‑day execution, ensuring every patient interaction is empathetic, efficient and loyalty‑building.

Key responsibilities

• Lead and scale a fully remote contact‑center team across voice, chat, email and SMS, establishing KPIs, service‑level standards and workforce‑management practices.
• Build a coaching‑first culture, driving continuous improvement, capacity planning and escalation protocols.
• Design and maintain service blueprints and experience standards that turn support into a driver of advocacy.
• Own performance of AI‑powered tools such as conversational IVR, chatbots and agent‑assist, monitoring deflection, sentiment and escalation metrics.
• Partner with Product, Engineering and Analytics to evaluate, implement and iterate AI tooling that augments agent performance.
• Translate customer insights into cross‑functional decisions, championing empathy and accountability throughout the organization.

Required profile

• Proven experience building and evolving technology‑enabled CX organizations at a senior level.
• Strong analytical mindset with a track record of data‑driven performance culture.
• Excellent leadership and coaching abilities, capable of scaling remote teams.
• Ability to work in fast‑moving health‑tech environments and align operations with commercial goals.

Required skills

• Experience with AI voice (conversational IVR) and chatbot platforms.
• Familiarity with contact‑center technologies and multi‑channel support tools.
• Knowledge of service‑blueprinting and experience‑design methodologies.