Associate Director, Customer Experience Operations

📋 Description

• Own end-to-end outsourced CX across BPOs, sites, and channels
• Lead and develop senior CX leaders in BPOs with clear expectations
• Design and evolve omnichannel outsourced support model with frameworks
• Serve as primary partner to BPO leadership; drive accountability
• Create scalable workflows, SOPs, and knowledge tools for external teams
• Identify gaps with QA and capacity planning; drive data-driven improvements
• Leverage Zendesk and AI-enabled tools to streamline operations
• Analyze performance data by channel/site to spot trends and risks
• Translate patient insights into product, pharmacy, and engineering actions
• Lead large-scale change management across BPO partners: rollout, docs, training
• Foster a high-trust, performance-driven culture in outsourced teams

🎯 Requirements

• 5+ years in customer support/patient experience in scaled environments
• 3+ years direct ownership of BPO/offshore ops across sites/vendors
• 3–5+ years people leadership, leading managers or senior leaders
• Experience owning omnichannel support ops and driving consistency across channels
• CRM and customer comms platforms (Zendesk); automation, macros, AI-enabled workflows
• Strong data fluency; translate insights into operational action
• Design and implement standardized workflows and SOPs across outsourced teams
• Cross-functional collaboration across product, engineering, QA, and strategy
• Comfortable in fast-paced, high-growth environment

🎁 Benefits

• Full medical, dental, and vision insurance + OneMedical membership
• Healthcare and Dependent Care FSA
• 401(k) with company match
• Flexible PTO
• Wellbeing + Learning & Growth reimbursements
• Paid parental leave + Fertility benefits
• Pet insurance
• Student loan refinancing
• Virtual resources for mindfulness, counseling, and fitness