Director Customer Excellence

Vibrant Wellness; California (MO); Hybrid; USD 145,000 - 160,000; Full time

Job summary

Vibrant Wellness, LLC in Santa Clara, California, seeks a strategic Customer Experience leader to shape the provider and patient journey. You will define service standards, triage design, and governance, partnering with Growth, Product, and Technology to deliver consistent, high-quality support across channels.

Lead a lean CX team, develop metrics, and advance AI-powered solutions while ensuring compliant, patient-centric service delivery that scales with demand.

Qualifications

• 8+ years in customer experience, support, success, or operations.
• 3+ years of people leadership with cross-functional collaboration.
• Experience designing complex customer journeys and KPIs.
• Ability to interpret dashboards and drive action.
• Experience with AI-powered chat or digital support is a plus.

Responsibilities

• Define CX strategy, service model, governance, and roadmaps.
• Map journeys, ownership gaps, and friction points with timelines.
• Create provider/patient personas to guide support and communications.
• Establish service standards, procedures, escalation paths, and visibility.
• Lead AI-powered chat deployments and measure impact.
• Develop demand forecasts, capacity plans, and channel strategies.
• Collaborate with Growth, Product, and Revenue Ops on releases.

Skills

CX strategy

Leadership

Data-driven

Stakeholder management

Change management

Executive communication

Problem solving

Empathy

Education

Bachelor's degree or equivalent

Tools

Zendesk

Power BI

HubSpot

CRM platforms

Case-management platforms

Job description

Vibrant America is a leading clinical diagnostics laboratory dedicated to transforming healthcare through advanced testing, innovative technology, and data-driven insights. We specialize in functional medicine and multi omics testing, offering comprehensive panels that support personalized patient care.

Our Vision

At Vibrant America, our vision is to empower healthcare providers and patients with actionable insights that drive better health outcomes. By integrating cutting-edge science, automation, and analytics, we aim to redefine preventive and personalized medicine.

Customer Experience Strategy & Operating Model

• Define the enterprise customer experience strategy, service model, governance, and roadmap across the provider and patient journeys.
• Map current-state journeys, handoffs, ownership gaps, and high-friction moments; translate findings into prioritized improvements with accountable owners and timelines.
• Create provider and patient personas that guide differentiated support, communications, education, digital experiences, and service expectations.
• Establish service standards, operating procedures, escalation paths, and decision rights that create a consistent experience across channels and teams.
• Build annual and semiannual plans for CX priorities, technology, capacity, budget, headcount, and measurable objectives.
• Monitor the end-to-end customer experience journey and lead timely client communications that prevent service disruptions and strengthen customer excellence.

Provider & Patient Support Operations

• Own the operating design for customer intake, triage, routing, follow-up, and closed-loop resolution across provider-, patient-, sales-, operational-, technical-, and clinical-adjacent inquiries.
• Ensure routine needs—including order status, specimen issues, tracking, account questions, and process guidance—are resolved accurately, efficiently, and with clear communication.
• Coordinate complex escalations with Leaders across Clinical Support, Laboratory Operations, Technology, Logistics, Sales, and other subject-matter experts within the Organization;
• Ensure clinical interpretation and advice are routed only to qualified clinical personnel.
• Create escalation of visibility and aging controls, so providers and patients receive proactive updates and do not need to chase multiple teams for resolution.
• Develop demand forecasts, capacity plans, quality controls, and channel strategies that balance service, cost, speed, and scalability.
• Provide forward-facing support for phlebotomy engagements and partnership touchpoints, ensuring customer-facing teams have the guidance, resources, and escalation support needed to deliver a consistent experience.

Voice of Customer, Insights & Measurement

• Build a structured voice-of-customer program that collects, synthesizes, and routes feedback from providers, patients, Sales, Support, Clinical teams, Product, and digital channels.
• Define a trusted CX scorecard, including customer satisfaction, first-response time, time to resolution, first-contact resolution, escalation volume and aging, repeat contacts, complaint trends, digital adoption, and provider activation indicators.
• Identify recurring pain points, service delays, digital defects, communication breakdowns, education gaps, and process failures; convert insights into root-cause actions.
• Establish regular business reviews and executive reporting that connect customer outcomes with operational performance, growth, risk, and investment decisions.
• Partner with Product and Engineering on release readiness, customer communications, adoption, feedback collection, and post-launch improvement.
• Own and improve the CX technology stack, knowledge resources, workflows, and reporting capabilities in partnership with Technology and Revenue Operations.
• Lead the implementation and ongoing optimization of AI-powered chat and support solutions, ensuring accurate responses, seamless escalation to human support, integration with knowledge and case-management systems, and measurable improvements in resolution speed, service quality, and customer satisfaction.
• Use automation and AI responsibly to reduce avoidable work, accelerate resolution, improve consistency, and preserve high-value human support where it matters most.
• Lead cross-functional improvement initiatives using clear problem statements, data, milestones, and change-management plans.

Growth & Lifecycle Partnership

• Partner with the SVP of Growth, Sales leadership, Marketing Lleadership, and Revenue Operations Leadership to improve lead qualification, routing, nurture, handoff, onboarding, activation, and conversion to active ordering providers.
• Connect customer journey insights to provider education, communications, digital tools, and commercial processes that improve adoption and long-term engagement.
• Represent customer needs in planning and prioritization while balancing clinical, operational, regulatory, financial, and technical considerations.

Team & Cross-Functional Leadership

• Build, lead, and develop a lean customer experience team with clear roles, performance expectations, coaching, and career paths.
• Serve as a trusted advisor to the Chief Operating Officer and partner closely with Growth, Product, Revenue Operations, Education, Engineering, Clinical Support, Laboratory Operations, Logistics, and Sales leaders.
• Create alignment across teams without relying solely on formal authority; surface tradeoffs, resolve ambiguity, and drive decisions to completion.
• Lead and coordinate Customer Experience Coordinators aligned to Regional Sales Managers across the Growth Team.
• Collaborate across domestic and international customer experience stakeholders to ensure consistent service expectations, feedback loops, and operating practices.

Required Qualifications

• 8+ years of progressive experience in customer experience, customer support, customer success, service operations, business operations, or a closely related function.
• 3+ years of people leadership experience, including building or scaling teams, establishing operating rhythms, service standards, and performance systems, and partnering with senior leadership to develop and present recommendations, business updates, and results.
• 3+ years of people leadership experience, including building or scaling teams, operating rhythms, service standards, and performance systems. Something including collaboration with senior leadership/presentations
• Demonstrated success designing and improving complex customer journeys, intake and escalation models, and cross-functional service operations.
• Experience using data to define KPIs, diagnose root causes, forecast demand, prioritize investments, and communicate recommendations to executives.
• Strong program leadership, executive communication, stakeholder management, and change-management skills.
• Experience with CRM (Zendesk Experience Preferred),case-management or help-desk platforms, analytics and reporting tools, workflow automation, customer knowledge systems, and visual dashboards such as Power BI, HubSpot, laboratory data dashboards, or internal documentation platforms.
• Ability to create and deliver Customer Excellence presentations, updates, and enablement materials for internal teams and customer-facing audiences.
• Experience in Customer Excellence within a software, B2B software, operations, or product-led environment is strongly preferred; experience outside clinical diagnostics is welcome when paired with strong customer focus, operational excellence, and customer service orientation.
• Demonstrated ability to interpret dashboards, operational data, customer feedback, and internal documentation to identify trends, communicate insights, and drive action.
• Demonstrated experience implementing and optimizing AI-powered chat, automation, or digital support solutions, including knowledge and case-management integration, responsible-use controls, seamless human escalation, and performance measurement to improve resolution speed, consistency, service quality, and customer satisfaction.
• Sound judgment, empathy, and discretion when handling sensitive providers, patient, operational, and business information.
• Bachelor’s degree or equivalent with practical experience; an advanced degree is welcome but not required.

Preferred Qualifications

• Experience supporting software releases, customer segmentation and lifecycle programs, voice-of-customer systems, AI-enabled service operations, or customer excellence initiatives in a B2B software environment.
• Experience using Zendesk or a comparable customer service and case-management platform.
• Experience supporting software releases, customer segmentation, lifecycle programs, voice-of-customer systems, AI-enabled service operations, or B2B software customer excellence programs.
• Advanced degree in business, healthcare administration, operations, or a related field.

Work Environment & Physical Requirements

This is a standard office-based Hybrid role in Santa Clara, California, with regular cross-functional interaction. This role has an onsite requirement in Santa Clara, CA for the first 90 days of employment supporting the transition to a 3 Day Onsite-Requirment thereafter.

The position involves regular computer use and periods of sitting or standing; occasional travel may be required based on business needs. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the role.

Compensation

The anticipated base salary range for this position is $145,000-$160,000 annually. Final compensation will be determined based on relevant experience, skills, qualifications, internal equity, business needs, geographic considerations, and applicable law. This range represents base salary only and does not include benefits or any incentive opportunity for which the role may be eligible.

Employment Notices

Vibrant Wellness, LLC is an Equal Opportunity Employer. We provide equal employment opportunities without regard to any characteristics protected by federal, state, or local law and prohibit discrimination and harassment of any kind. We comply with the Americans with Disabilities Act and applicable California law and will provide reasonable accommodations to qualified individuals with disabilities.

Employment with Vibrant Wellness, LLC is at will. This job description summarizes the general nature and level of work expected and does not create an employment contract or limit the company’s ability to assign other job-related duties, consistent with applicable law and reasonable accommodation obligations.