Director of Customer Experience 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 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.