Director of Customer Experience

About us LifeMD is a leading provider of virtual primary care, telehealth, and specialized treatment programs serving hundreds of thousands of patients nationwide. Our vertically integrated platform combines 50-state licensed providers, in-house pharmacy and lab integrations, and proprietary technology that enables safe, high-quality, and affordable care. At the heart of this transformation is our team of developers, engineers, and tech innovators building state-of-the-art systems that make healthcare smarter, faster, and more accessible. From architecting scalable backend systems to crafting intuitive user experiences, we are pushing boundaries every day. Recognized as one of the fastest-growing healthcare tech companies (#166 on Deloitte Fast 500 in 2023), LifeMD is not just a healthcare company - it's a tech company revolutionizing healthcare. About the role LifeMD is seeking a strategic, data-obsessed Director of Customer Experience to lead and elevate our remote customer operations. This role sits at the intersection of technology, clinical empathy, and operational excellence. We are looking for someone who has built and continuously evolved high-performing, technology-enabled CX organizations; deploying AI voice and chat tools, engineering data-driven performance cultures, and creating differentiated, concierge-level experiences that drive loyalty and growth. Reporting directly to the SVP of Operations & Patient Experience, you will translate the executive team's vision and strategy into operational reality,surfacing the voice of the customer, driving measurable performance, and partnering cross-functionally to embed customer insights into decisions across the organization. If you thrive in fast-moving health tech environments and believe exceptional customer experience is a commercial advantage, we want to hear from you. Responsibilities Remote Contact Center Leadership • Lead, scale, and continuously optimize a remote contact center team across multiple channels (voice, chat, email, SMS). Setting KPIs, driving performance expectations, and driving continuous improvement. • Set and enforce service level standards, workforce management practices, scheduling, capacity models, and escalation protocols • Build a high-accountability, coaching-first culture across team leads and frontline agents Customer Experience • Develop and maintain service blueprints and experience standards across contact and service touchpoints that transform support from a transactional function into a driver of loyalty and advocacy • Champion a culture of empathy, accountability, and customer-centricity across the entire CX organization AI & Technology Integration • Own the performance of AI-powered support functions including AI voice (conversational IVR), chatbots, and agent-assist tools - monitoring deflection rates, containment quality, sentiment signals, and escalation patterns • Partner with Product and Engineering to evaluate, implement, and iterate on AI tooling that augments agent performance and improves resolution rates without sacrificing human connection • Ensure deep integration between CX technology and broader customer-facing platforms including EHR, CRM, and marketing automation systems • • Stay current on emerging customer support technologies and serve as the internal subject matter expert on responsible AI use within a healthcare context Data-Driven Performance Management • Define, track, and improve core CX metrics: first contact resolution, average handle time, CSAT, NPS, escalation rate, AI containment rate, retention, and reactivation • Monitor NPS trends surfaced through the CX function and partner with the Manager of Patient Experience to close the loop on customer feedback and drive operational improvements • Build and maintain dashboards and reporting cadences that provide real-time operational visibility to your team and to the SVP • Conduct root cause analysis on performance gaps and translate findings into structured improvement plans • Synthesize customer insights, VOC data, and operational trends into clear, executive-ready briefings Commercial Impact & Customer Lifecycle • Align CX operations with revenue and retention goals, connecting CSAT, NPS, and resolution metrics to commercial outcomes including retention, upsell conversion, and reactivation • Identify patterns in customer friction that represent risk to renewal, referral, or acquisition, and advocate for fixes cross-functionally • Support onboarding and activation workflows that reduce time-to-value; contribute to behavioral engagement and churn prediction strategies Quality Assurance • Design and maintain a rigorous QA framework covering interaction quality, compliance, empathy standards, and clinical accuracy • Establish calibration processes across QA reviewers to ensure scoring consistency and fairness • Use QA insights to inform targeted coaching, training curricula, and process improvement Budget Ma...