Chief Customer Officer

Ladders; New York (NY); On-site; USD 300,000 - 400,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with employer match

Equity incentives

Flexible vacation

Home office stipend

Internet reimbursement

Learning & development funding

Job summary

Ladders is seeking a Chief Customer Officer to lead customer operations and service delivery across the organization in healthcare. Based in New York, NY, this role partners with cross-functional teams to drive proactive service and scalable operations from implementation through ongoing support.

The executive will elevate clinician satisfaction, oversee end-to-end client programs, and shape a proactive operating model for growth.

Qualifications

• 5-10 years in customer operations or leadership roles.
• Proven experience in SaaS or healthcare technology at scale.
• Experience implementing service transformation initiatives.
• Experience with automation and AI in operational processes.

Responsibilities

• Own end-to-end customer implementations across multiple stakeholders.
• Ensure delivery on time and on budget.
• Enhance service quality and clinician retention through proactive measures.
• Transform service operations from reactive to proactive.
• Oversee day-to-day client operations and handoffs to critical teams.
• Drive cross-functional program management initiatives.

Skills

Customer ops leadership

SaaS healthcare exp

Service transformation

Automation & AI

Emotional intelligence

End-to-end delivery

Strategic foresight

Job description

For our client, we are seeking a Chief Customer Officer to join the team of a leader in the Healthcare space.

This executive will lead customer operations and service delivery across the organization, ensuring a seamless experience from implementation through ongoing support. The role will partner closely with cross-functional teams to improve efficiency, strengthen clinician retention, and elevate service quality. It is a highly visible opportunity to shape a more proactive, scalable operating model that supports growth and delivers measurable outcomes.

Location: New York, NY - US based candidates only, no visa sponsorship available

Compensation: $300,000 – $400,000 annually

Responsibilities

• Own end-to-end customer implementations across multiple stakeholders
• Ensure delivery economics are on time and on budget
• Enhance service quality and clinician retention through proactive measures
• Transform service operations from reactive to proactive
• Oversee day-to-day client operations and handoffs to critical teams
• Drive cross-functional program management initiatives

Qualifications

• 5-10 years of experience in customer operations or support leadership roles
• Proven track record in SaaS or healthcare technology at scale
• Strong background in implementing service transformation initiatives
• Experience with automation and AI in operational processes
• High emotional intelligence with an integrative leadership style
• Demonstrated ability to manage end-to-end service delivery successfully
• Proficient in strategic foresight and execution discipline

Benefits

• Comprehensive medical, dental, and vision coverage
• Employer contributions to a health savings account
• 401(k) retirement plan
• Equity incentive opportunities
• Company-wide bonus potential based on performance
• Flexible vacation policy with additional summer Fridays off
• Stipends for home office setup and wellness
• Monthly reimbursement for internet expenses
• Annual funding for learning and development opportunities

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.