Vice President of Customer Experience

Position Summary Our client, an established and rapidly expanding healthcare organization, is seeking a Vice President of Customer Experience to oversee and elevate the organization's 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 company's 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 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. 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 Base Salary: $150,000 – $200,000 (DOE) Performance Bonus: Up to 30% 401(k) with 4% company match Unlimited PTO Additional benefits offered Employment is contingent upon successful completion of background checks, references, and other applicable pre-employment screenings.