Director of Customer Experience — Veteran-Focused, Hybrid

BrightonOne; Boston (MA); Hybrid; USD 120,000 - 180,000; Full time

Job summary

BrightonOne, a nonprofit social enterprise delivering healthcare, housing, and hope to veterans and military-connected families, seeks a Director of Customer Experience in a hybrid role in the Boston area. You will lead beneficiary and provider experiences with end-to-end accountability for service, digital touchpoints, and enrollment operations.

Reporting to the COO, Health Plan Operations & Compliance, you will shape service strategy, oversee portals, grievances and billing, build budget

Qualifications

• Bachelor's degree in healthcare administration, business, or a related field; Master's degree preferred.

Responsibilities

• Define and manage the multi-channel service strategy (phone, app/portal, written, escalation) with KPIs and SLAs.
• Develop the department budget, staffing model, and productivity/quality standards; forecast capacity.
• Translate voice-of-customer data and satisfaction results into prioritized policies and tech improvements.
• Serve as senior escalation authority for complex beneficiary and provider issues, ensuring root-cause resolution.

Skills

Leadership

Budgeting

Data analytics

Regulatory knowledge

Education

Bachelor's degree

Master's degree preferred

Tools

CRM platforms

Telephony

Portal technologies

Job description

BrightonOne, a nonprofit social enterprise delivering healthcare, housing, and hope to veterans and military-connected families, seeks a Director of Customer Experience in a hybrid role in the Boston area. You will lead beneficiary and provider experiences with end-to-end accountability for service, digital touchpoints, and enrollment operations.

Reporting to the COO, Health Plan Operations & Compliance, you will shape service strategy, oversee portals, grievances and billing, build budget