Director of Customer Experience

About LifeMD

LifeMD is a premier provider of virtual primary care, telehealth, and specialized treatment services, catering to hundreds of thousands of patients across the country. Our integrated platform unites licensed providers in all 50 states, in-house pharmacy and laboratory services, and proprietary technology to deliver safe, high-quality, and cost-effective healthcare.

Our team of developers, engineers, and technology innovators build advanced systems that enhance healthcare delivery, making it more efficient and accessible. Recognized among the fastest-growing healthcare technology companies (#166 on Deloitte Fast 500 in 2023), LifeMD blends healthcare expertise with technological advancement to transform the industry.

Role Overview

We are searching for a strategic and data-driven Director of Customer Experience to oversee and enhance our remote customer operations. This leadership position combines technology, clinical empathy, and operational excellence. The ideal candidate has a history of creating and evolving high-performing, technology-enabled CX teams, implementing AI voice and chat solutions, fostering data-centric performance cultures, and delivering exceptional, concierge-style experiences that foster loyalty and business growth.

Reporting to the SVP of Operations & Patient Experience, this role will embody the executive vision by elevating customer voice, improving measurable performance, and collaborating with multiple departments to incorporate customer insights into organizational decisions. This role is perfect for someone who thrives in fast-paced health tech environments and values superior customer experience as a business advantage.

Primary Responsibilities

• Lead and expand a remote contact center across multiple communication channels (voice, chat, email, SMS), setting KPIs and perpetually enhancing team performance.
• Define and enforce service level agreements, workforce management methodologies, scheduling, capacity planning, and escalation protocols.
• Develop a culture of accountability focused on coaching among team leads and frontline agents.
• Create and sustain service blueprints and experience standards that transform customer support into a loyalty-driving function.
• Promote empathy, accountability, and customer-focused values throughout the customer experience organization.
• Manage AI-driven support tools such as conversational IVR, chatbots, and agent-assist technology by monitoring effectiveness, sentiment, and escalation metrics.
• Collaborate with Product and Engineering teams to assess, deploy, and improve AI tools that bolster agent capabilities and resolution success without compromising personal interaction.
• Ensure seamless integration between CX technology and wider customer platforms including EHR, CRM, and marketing automation.
• Keep abreast of new customer support innovations and act as the internal expert on responsible AI usage in healthcare.
• Track and enhance key CX performance indicators such as first contact resolution, average handling time, customer satisfaction (CSAT), Net Promoter Score (NPS), escalation and AI containment rates, retention, and reactivation.
• Partner with the Patient Experience Manager to address feedback loops and operational enhancements driven by NPS insights.
• Develop dashboards and regular reports to provide real-time operational transparency to teams and executives.
• Analyze root causes of performance issues and implement structured improvement plans.
• Deliver comprehensive, executive-level presentations synthesizing customer insights, VOC data, and operational trends.
• Align customer experience efforts with revenue and retention objectives, linking satisfaction and resolution metrics with commercial results including retention, upsell, and reactivation.
• Identify and escalate customer friction points threatening renewals, referrals, or acquisitions, advocating cross-functional solutions.
• Support onboarding and activation processes to accelerate time-to-value and assist in churn prevention strategies.
• Establish and maintain a stringent quality assurance framework focusing on interaction quality, compliance, empathy, and clinical accuracy.
• Implement scoring calibration among QA reviewers to maintain fairness and consistency.
• Leverage QA findings to enhance coaching, training, and process optimizations.
• Oversee the CX department’s budget, including workforce planning, vendor management, and technology expenditures.
• Identify cost-saving opportunities that preserve quality and customer outcomes, providing thorough recommendations.
• Lead the transition to a fully remote customer service model, managing the entire migration involving personnel, processes, technology, and compliance.
• Collaborate with HR, IT, Legal, and Operations to implement remote workforce policies and technology standards with minimal customer impact.
• Use the remote transition to refine foundational procedures and remove legacy inefficiencies.
• Recruit, nurture, and retain a high-performing team covering management, leads, QA specialists, trainers, and agents.
• Design workforce planning, career development, and succession systems specific to remote CX teams.
• Create management routines, coaching methods, and recognition programs to attract and retain top talent in a fully remote setting.
• Work closely with the Manager of Patient Experience to ensure alignment of service operations and patient programs.
• Coordinate messaging, technology, and data integration for a unified customer journey experience.
• Support SVP Operations & Patient Experience with CX strategic planning, roadmaps, and resource allocation.
• Partner with departments including Product, Clinical, Marketing, Sales, and Finance to integrate customer perspectives into organizational decision-making.
• Prepare insightful reports, trend analyses, and investment advice for executive leadership.

Qualifications

• A minimum of seven years in progressively responsible roles in customer experience, contact center, or customer operations leadership, including people management.
• Proven leadership of remote or distributed teams of at least 50 employees across various communication channels and functions.
• Practical experience implementing or overseeing AI and automation tools such as chatbots, conversational IVR, and agent-assist solutions in customer service.
• Strong data analysis skills with the ability to develop dashboards, interpret metrics, and translate data into operational strategies.
• Successful history linking CX performance to commercial outcomes like retention, reactivation, and revenue growth.
• Experience managing vendor partnerships, including business process outsourcing and technology providers.
• Expertise in building or scaling quality assurance programs within regulated or compliance-heavy settings.
• Experience managing departmental budgets, including headcount, vendor contracts, and technology investments.

Preferred Experience

• Background in health tech, digital health, telehealth, or healthcare services industries.
• Knowledge of HIPAA regulations pertinent to CX operations, technology platforms, and data handling.
• Familiarity with platforms such as Salesforce Service Cloud, Zendesk, Five9, Genesys, or similar CRM and workforce management tools.
• Experience with customer and patient experience methodologies, including service blueprinting, NPS program design, and churn prediction modeling.
• Experience in direct-to-consumer or subscription-based businesses where CX impacts customer lifetime value.

Benefits

• Comprehensive health care plans including medical, dental, and vision coverage.
• Retirement savings plans.
• Life insurance options including basic, voluntary, and AD&D coverage.
• Flexible paid time off policies.
• Paid public holidays.
• Short-term disability coverage.
• Opportunities for training and professional development.