Chief Customer Officer

1Cell.Ai Inc.; Mumbai; On-site; INR 6,000,000 - 10,000,000; Full time

Job summary

1Cell.Ai Inc. is an AI-powered precision oncology diagnostics company seeking a senior leader to build and scale the CX function. You will own the customer journey, drive outcomes like satisfaction and responsiveness, and lead a diverse team.

The role requires credibility with clinicians and hospital leadership, plus a track record of transforming CX in service-driven settings. You will shape processes, automation, and CRM capabilities across partnerships and healthcare accounts, ensuring

Qualifications

• Extensive experience in customer experience / service operations with leadership.
• Proven success building or transforming CX in scaling, service-led business.
• Strong CX metrics discipline (CSAT, NPS, TAT, SLAs).
• Experience with automation, contact-centre, and CRM systems.
• Executive presence credible with clinicians, hospital leadership, and an MD-level team.
• Background in diagnostics, healthcare, or clinical lab operations is a plus.

Responsibilities

• Define and drive the CX strategy and operating model for a fast-scaling diagnostics business.
• Build, lead, and develop the full CX organisation across the customer journey.
• Own the core CX outcomes: satisfaction, responsiveness, turnaround, and collections health.
• Digitise and automate the partner experience (portal, call centre, self-service).
• Set the complaint-management and service-recovery discipline: speed, root-cause, closure.
• Lead Key Account Management for hospital and oncologist relationships.
• Partner with Finance to strengthen collections and reduce receivables cycles.
• Represent the voice of the customer in cross-functional and leadership forums.

Skills

CX strategy

Leadership

CX metrics

Automation

CRM capability

Executive presence

Diagnostics background

B2B/B2B2C

Collections experience

Cross-functional collaboration

Tools

CRM systems

Job description

1Cell.Ai is an AI-powered precision oncology diagnostics company on a mission to make advanced cancer testing faster, more reliable, and more accessible. Headquartered in Mumbai with operations across India, the US, and Africa, we're scaling rapidly postSeries A. For the oncologists, hospitals, and patients who depend on our reports, customer experience isn't a support function it is the product experience.

What you'll own

• Define and drive the CX strategy and operating model for a fast-scaling diagnostics business
• Build, lead, and develop the full CX organisation across the customer journey
• Own the core CX outcomes satisfaction, responsiveness, turnaround, and collections health
• Digitise and automate the partner experience (portal, call centre, self-service)
• Set the complaint-management and service-recovery discipline speed, root-cause, closure
• Lead Key Account Management for the most important hospital and oncologist relationships
• Partner with Finance to strengthen collections and reduce receivables cycles
• Represent the voice of the customer in cross-functional and leadership forums

What you bring

• 1215+ years in customer experience / service operations, with significant time in a leadership role
• Proven success building or transforming a CX function in a scaling, service-led business
• Deep command of CX metrics and the discipline behind them (CSAT, NPS, TAT, service SLAs)
• Track record of standing up automation, contact-centre, and CRM capability
• Executive presence credible with clinicians, hospital leadership, and an MD-level team
• Bias for building: comfortable creating structure where little exists
• Good to have - Background in diagnostics, pathology, healthcare, or clinical lab operations
• Experience with B2B / B2B2C key account management
• Exposure to collections / receivables improvement

Why this role

Why this role This is a build-and-lead mandate, not a caretaker seat. You'll shape a CX function that materially affects patient outcomes, with a direct line to the MD and the autonomy to set the standard for the industry. .