Simplifying the business side of healthcare.
Vice President of Customer Experience
Location
United States
Posted
3 days ago
Salary
0
Seniority
Lead
Job Description
Vice President of Customer Experience
Rectangle Health
• Hire and train all customer care and concierge team members to provide world class service. • Lead execution of the end-to-end post-sale customer experience strategy in partnership with the COO. • Own and scale all customer-facing support functions, including Customer Care, Concierge, Technical Support, QA/Training, and Retention. • Establish and enforce the CX operating model, including SLAs, escalation frameworks, and service standards. • Serve as a cross-functional partner, promoting a customer-centric approach across Sales, Product, Operations, and vendor interactions. • Drive customer retention strategy, including SMB-focused initiatives, proactive outreach, and lifecycle engagement programs. • Own the customer communication strategy across support functions to strengthen loyalty, transparency, and retention. • Define, track, and ensure accountability for core CX KPIs, including retention, CSAT (≥90%), NPS (≥40), response/resolution time, and cost-to-serve. • Lead data-driven improvements and operational efficiency, including CRM and telephony optimization, automation, and service scalability. • Drive the future-state service model, including multi-channel support, knowledge management, workforce planning, and proactive engagement strategies. • Own budgeting, capacity planning, and cost management for the CX organization. • Act as the voice of the customer, influencing cross-functional priorities and product improvements. • Build and lead a strong CX leadership team, fostering accountability, performance, and a customer-first culture. • Provide regular updates on CX performance, risks, and initiatives in alignment with COO priorities. • Lead a team of 4-6 direct reports, with responsibility for scaling multi-layer organization over time.
Job Requirements
- Bachelor’s degree in a related field or equivalent professional experience.
- 10–15+ years leading customer experience or support organizations.
- 10–15+ years leading multi-layer teams, including Directors or equivalent leaders.
- Proven ability to scale customer-facing operations across multiple channels and customer segments in B2B environments.
- Deep familiarity with multi-channel support models, including chat and digital channels.
- Expertise in establishing and managing service level agreements (SLAs).
- Proven track record driving customer retention and reducing churn through proactive and reactive strategies.
- Strong leadership and communication skills with the ability to influence cross-functional.
- Demonstrated ability to operate in a fast-paced, evolving environment and adjust priorities as needed.
- Track record of delivering high-quality customer service and improving customer satisfaction.
- Experience managing both onsite and remote support.
- Ability to lead teams with varied skillsets and levels of experience.
- Ability to present effectively to senior leadership.
- Ability to travel (~5-10%), typically 2-3 days every other month.
Benefits
- Competitive Medical Health Plans, Low, Mid, High.
- Employer Paid Low Medical Plan for Employee & Dependents (HSA Eligible)
- Employer Paid Dental & Vision for Employee
- Employer Paid Life Insurance for Employee
- Employer Paid Long-term Disability for Employee
- Employer Paid Hospital Confinement for Employee ~ (If enrolled in Medical)
- + Voluntary Supplemental Insurance Coverage Options
- 15 days PTO & 7 Sick Days Annually
- 10 Fixed Paid Holidays Off Annually
- 401(k) Matching up to 3%
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