Director of Client Experience

Job Summary

A company is looking for a Director, Client Experience.

Key Responsibilities

• Define and implement a multi-year customer service strategy aligned with company objectives
• Set performance standards and KPIs for Client Engagement, Billing Client Support, and Client Solutions & Operations departments
• Lead cross-functional collaboration to design service policies and ensure customer feedback informs product development

Required Qualifications

• Bachelor's degree in business, healthcare administration, operations, or equivalent experience; Master's preferred
• 8-12+ years in customer service/client experience, operations, or billing in healthcare or similar regulated industries
• 5+ years of experience leading multiple managers and functions
• Strong analytical skills with experience in KPI design and data-driven decision making
• Experience with organizational design and scaling teams