Customer Experience Manager, Telehealth

Enhanced US LLC • New York, NY

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About The Position

Enhanced is seeking a Customer Experience Manager to lead customer support for its direct-to-consumer telehealth business. This role manages CX agents and work assignments, maintains SOPs, evaluates performance, and steps in to handle tickets during staffing gaps or volume spikes. The manager owns clinical, operational, and vendor escalations, including high-risk tickets and issues involving pharmacy and telehealth partners.

The role owns customer experience metrics—including CSAT, first response time, resolution time, and contact volume by reason—and establishes baselines, reporting, and improvement targets. It also maps and improves the end-to-end customer journey to support satisfaction, conversion, and retention, and brings recurring customer issues and recommended root-cause fixes to product and operations.

The manager is expected to scale support through automation and AI, targeting fully automated first responses and resolutions for common ticket categories within the first year. They track SLA performance for internal agents and external suppliers, use performance data to manage the team and partners, and collaborate with external providers and internal product, marketing, and operations teams. The role requires authorization to work in the United States without sponsorship. Remote employees must be willing to travel to New York City occasionally.

Requirements

• At least 3 years managing customer experience for a direct-to-consumer brand.
• Hands-on experience with ticketing and helpdesk platforms.
• Experience managing CX agents and working with external vendors and contractors.
• Experience implementing CX automation or AI support tools with measurable deflection results.
• Experience tracking SLA performance for internal agents and external suppliers and using data to run a team.
• Experience collaborating with external partners, including telehealth providers, pharmacies, and software development, as well as internal product, marketing, and operations teams.
• Working knowledge of HIPAA and clinical escalation protocols.
• Must be authorized to work in the United States without sponsorship.
• If remote, must be willing to travel to New York City occasionally.

Nice To Haves

• Experience managing customer experience in telehealth or another regulated healthcare business.

Responsibilities

• Assign and manage work across CX agents, enforce SOPs, and evaluate team performance.
• Handle customer tickets directly during staffing gaps or volume spikes.
• Build and run escalation protocols for clinical, operational, and vendor issues, including pharmacy and telehealth partners; personally manage high-risk tickets.
• Own CSAT, first response time, resolution time, and contact volume by reason; establish baselines and reporting, set improvement targets, and bring recurring issues and recommended fixes to product and operations.
• Map and improve the end-to-end customer journey to drive satisfaction, conversion, and retention.
• Automate high-volume contact reasons and first touchpoints and use AI tools to scale support, aiming to automate first responses and resolutions for all common ticket categories within the first year.
• Track SLA performance for agents and external suppliers and use the data to manage the team and partners.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed