Director, Customer Experience

CareDx, Inc. • CA

82d • $146,000 - $190,000

About The Position

CareDx, Inc. is a leading precision medicine solutions company focused on the discovery, development, and commercialization of clinically differentiated, high-value healthcare solutions for transplant patients and caregivers. CareDx offers products, testing services, and digital healthcare solutions along the pre- and post-transplant patient journey, and is the leading provider of genomics-based information for transplant patients. The Director, Customer Experience will play a critical role in advancing our commitment to exceptional customer engagement. Reporting to the Vice President of Customer Experience, this role will oversee the daily operations of our Clinical Liaison team – providing oversight to a team of managers and field based Clinical Liaisons. The Director will support strategic initiatives while ensuring smooth execution of core services, customer journey optimization, and continuous improvement efforts.

Requirements

• Bachelor’s degree (Nursing degree preferred) in Business, Life Sciences, or related field (MBA or advanced degree a plus). Healthcare or lifescience degree highly preferred.
• 10+ years of relevant work experience, with minimum of 5+ years of direct line management of a field team, preferably focused on Customer Experience or Health Outcomes in life science industry.
• Proven track record of managing and growing high-performing teams in dynamic, customer-facing environments.
• Data-driven mindset with the ability to execute strategy and refine systems for scale.
• Demonstrated success working cross-functionally in a matrixed organization.
• Excellent communication, organizational, and analytical skills.
• Expertise in customer service technologies and platforms (e.g., CRM systems, customer feedback tools). Salesforce experience is a plus.
• Knowledge of the healthcare ecosystem, including regulatory requirements and patient-centric approaches.
• Ability to thrive in a fast-paced, mission-driven environment.

Responsibilities

• Lead, coach, and develop a team of customer experience managers, each overseeing approximately 10 team members.
• Execute and operationalize the customer experience strategy in alignment with the Vice President of Customer Experience - level priorities and company objectives.
• Monitor and optimize day-to-day operations, processes, and workflows to ensure high performance and service quality.
• Facilitate cross-functional collaboration with Sales, Marketing, Medical Affairs, and Operations to ensure integrated customer support.
• Oversee tactical execution of Voice of the Customer (VOC) programs and translate insights into actionable improvements.
• Track team performance through KPIs such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and case resolution metrics.
• Develop and refine SOPs, training, and service protocols to support team success and scalability.
• Serve as an advocate for customers and work collaboratively to resolve escalated issues and friction points.
• Provide data-driven reports and insights to executive leadership to support strategic planning and continuous improvement.

Benefits

• Competitive base salary and incentive compensation
• Health and welfare benefits including a gym reimbursement program
• 401(k) savings plan match
• Employee Stock Purchase Plan
• Pre-tax commuter benefits
• Living Donor Employee Recovery Policy allowing up to 30 days of paid leave annually for organ or bone marrow donation
• And more!

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees