Vice President of Customer Experience
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Job Location:
Los Angeles, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
10 hours ago
Vacancies:
1 Vacancy
Job Summary
Position Summary
Our client an established and rapidly expanding healthcare organization is seeking a Vice President of Customer Experience to oversee and elevate the organizations overall customer journey. This leadership role will require periodic travel to regional offices and customer locations.
The VP of Customer Experience will be responsible for shaping and executing the companys strategy around service delivery and customer engagement. This executive will champion a customer-first mindset throughout the organization while ensuring high-quality consistent experiences at every touchpoint. The role partners closely with senior leadership and cross-functional teams to strengthen satisfaction loyalty and long-term customer relationships.
Core Responsibilities
Customer Experience Leadership
- Develop and implement a company-wide strategy focused on improving the end-to-end customer and patient experience
- Establish scalable standards and operational best practices across business units to ensure consistent service delivery
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Promote a customer-focused culture across the organization
Team Leadership & Development
- Provide leadership and mentorship to Customer Experience Directors and Customer Care leaders
- Drive continuous improvement through performance management coaching and professional development programs
- Build strong teams focused on service excellence and operational effectiveness
Customer Journey & Engagement
- Oversee the full lifecycle of the customer and patient experience across digital in-person and service channels
- Work closely with Operations Customer Service and IT teams to ensure customer needs are integrated across the organization
- Improve referral partner and patient experiences throughout the service lifecycle
Data Insights & Retention
- Elevate the voice of the customer by leveraging feedback programs reporting and analytics
- Monitor and improve key performance indicators including FCR AHT AHLDT ASA CSAT etc.
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Deliver regular reporting and insights to executive leadership
Cross-Functional Partnership
- Collaborate with internal stakeholders to ensure products services and workflows align with customer expectations
- Identify opportunities to improve processes service delivery and operational efficiency
Technology & Systems
- Support the implementation and optimization of Talkdesk platform capabilities
- Work with IT and internal subject matter experts to drive system adoption training and best practices
Compliance & Operational Standards
- Develop and maintain customer care policies and procedures in accordance with regulatory guidelines and company standards
Qualifications
- Bachelors degree required; advanced degree (MBA or similar) preferred
- 10 years of leadership experience within customer experience customer care or service operations
- Healthcare industry experience strongly preferred (DME orthotics prosthetics infusion services etc.)
- Minimum of 5 years in senior leadership or executive-level roles
- Strong background leading call center or customer service operations
- Demonstrated success leading cross-functional teams and enterprise-level initiatives
- Experience working with CX platforms call center technologies and service analytics tools
- Experience with Brightree platform (4 years preferred); system conversion experience a plus
Compensation & Benefits
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Base Salary: $150000 $200000 (DOE)
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Performance Bonus: Up to 30%
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401(k) with 4% company match
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Unlimited PTO
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Additional benefits offered
Employment is contingent upon successful completion of background checks references and other applicable pre-employment screenings.
Key Skills
- Change Management
- Financial Services
- Growing Experience
- Managed Care
- Management Experience
- Analysis Skills
- Senior Leadership
- Performance Management
- Process Management
- Leadership Experience
- negotiation
- Analytics
