Overview

About usLifeMD 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 roleLifeMD 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.ResponsibilitiesRemote Contact Center LeadershipLead, 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 protocolsBuild a high-accountability, coaching-first culture across team leads and frontline agentsCustomer ExperienceDevelop 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 advocacyChampion a culture of empathy, accountability, and customer-centricity across the entire CX organizationAI & Technology IntegrationOwn 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 patternsPartner with Product and Engineering to evaluate, implement, and iterate on AI tooling that augments agent performance and improves resolution rates without sacrificing human connectionEnsure 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 contextData-Driven Performance ManagementDefine, track, and improve core CX metrics: first contact resolution, average handle time, CSAT, NPS, escalation rate, AI containment rate, retention, and reactivationMonitor 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 improvementsBuild and maintain dashboards and reporting cadences that provide real-time operational visibility to your team and to the SVPConduct root cause analysis on performance gaps and translate findings into structured improvement plansSynthesize customer