Director of Client Experience

PurposeMed

4h•$140,000 - $170,000•Remote

About The Position

At PurposeMed, we believe healthcare should feel human, even at scale. We’re looking for a Director of Customer Experience to lead our patient support and success teams into our next chapter of growth. Reporting to our VP of Operations, this role will lead the frontline for both Freddie and Frida, ensuring our "11/10 experience" is backed by seamless, scalable systems. We’re looking for someone who can navigate the nuances of sexual health, HIV prevention and treatment, and mental health care while optimizing the systems behind the scenes. Someone who can coach teams to excellence, turn patient feedback into a strategic roadmap, and ensure that our care remains personal, proactive, and affirming. As the landscape of customer care changes in a world of AI and automation, we’re looking for a leader who can help us navigate this evolution in a thoughtful, human-centred way. Your mission is to ensure our patients always feel seen and heard—never like a case number.

Requirements

5+ years of experience leading CX, Support, or Success teams in a fast-paced, scale-up environment
A track record of delivering results with a people-first approach; coaching Managers and/or Team Leads to deliver excellence at the frontline
A deep respect for customer insights and leverages feedback to build and advocate for product and service improvements that retain customers for the long-term
Proven ability to develop support systems and processes that integrate seamlessly into the patient journey without losing sight of the human at the other end
Comfort navigating and optimizing CRM tools (Zendesk experience is a major asset), including designing workflows and building management reporting
A "scrappy but scalable" mindset, with a history of delivering big results even when resources are lean
A belief in deeply understanding how their teams work and a willingness to partner alongside their team members to get stuck in and solve problems together
Exceptional communication skills and the ability to move from high‑level strategy to the details of a process

Nice To Haves

Delivered AI workflow or support innovations that have unlocked scalability while ensuring a human-centred experience remains at the heart of customer support
Experience working in healthcare or another regulated industry
Familiarity with healthcare compliance and data privacy (PHIPA, HIPAA, or PIPEDA)
Experience managing external vendors to ensure our software and service commitments are consistently upheld

Responsibilities

Building a Culture of Care & Excellence through Team Development
Coaching and developing our support and success Team Leads and an Operations Specialist to balance high-volume support and SLA adherence with deep empathy
Defining and refining systems of performance accountability, including KPIs that balance service excellence, efficiency and cost control
Empowering teams to navigate the ever-changing scale-up environment with a growth-focused mindset
Regularly engaging directly with patients to keep your finger on the pulse, and acting as the final point of escalation for complex issues
Serving as the Voice of the Patient to the Senior Leadership Team to ensure their experience is consistently represented in business decision making
Scaling our Patient Experience through Technology
Building the CX roadmap for new services we launch to ensure our patient support systems evolve as fast as our clinical care, in collaboration with cross-functional teams
Analyzing ticket volumes and patient support trends to identify AI solutions, automation opportunities and process improvements that enable efficient scaling, while simultaneously working to address the reasons patients reach out for support.
Partnering with the CX Operations Specialist to optimize our tech stack (Zendesk, Zoho, Zapier, Slack) and deliver continuous improvements for our team and patients
Driving the strategy for CX knowledge management and internal documentation to ensure organizational context is preserved and accessible; ensuring this is seamlessly integrated with all patient-facing teams
Championing the business case for technical CX upgrades by quantifying the impact on patient loyalty and clinical outcomes
Keeping current with CX service and tooling best practices (including evolving applications of AI) to advocate for a best-in-class support offering to patients
Championing Long-Term Patient Success
Scaling our Patient Success function to improve clinical adherence and patient retention
Collaborating with cross-functional partners to design interventions at known drop-off points to ensure patients remain on their journey for as long as clinically indicated
Leveraging patient data to reduce barriers to refills and activation, deepening long-term loyalty and trust through targeted, high-touch outreach

Benefits

Work/life flexibility and time off:
Work flexibly within a team that’s remote friendly; we believe that work should fit around your life
20 vacation days and a team that will remind you to use them!
Annual winter break closure
Care for your physical and mental health:
Extended medical, dental, and vision care starting on your first day of work!
8 wellness days
$500 health and wellness spending account
$2,000 mental health coverage with additional free online counseling through Inkblot Therapy and FeelingBetterNow mental health assessments
$20,000 of lifetime coverage for gender-affirming care and procedures
Investment in your learning and growth:
$500 learning fund to use towards courses and other professional development
Our unique People Potential program, in which you'll partner with your manager to identify opportunities to grow and achieve your full potential
Family care:
$3,400 lifetime coverage for fertility drugs
Parental leave program for birthing and non-birthing parents–your choice of:
Short term: 4 weeks off to use flexibly in your first year of parenting
Long-term: 13 weeks EI top-up
Eligible team members and their dependents also receive no-cost access to PurposeMed’s services:
Freddie: PrEP assessment and follow-up appointments
Frida: ADHD assessment
Foria: Gender-affirming care services