Director of Customer Care
About The Position
We are seeking a Director of Customer Care to design, launch, and scale a high-performing customer care organization as we transition from development into commercialization. This is a foundational leadership role responsible for building and operating customer-facing functions that support patients, DME partners, and internal stakeholders across the full lifecycle—from first order and device onboarding through long-term engagement and retention. The role requires hands-on leadership in an early-stage, regulated environment and the ability to scale people, processes, and systems.
Requirements
- 8+ years of experience in customer care, customer success, or service operations leadership
- Experience supporting medical devices, digital health products, or regulated healthcare technologies
- Demonstrated success building and scaling customer-facing teams in early-stage, startup, or high-growth environments
- Experience supporting patients and healthcare partners, including DMEs or clinical organizations
- Strong operational, process-design, and systems-thinking skills
- Excellent written and verbal communication skills with the ability to explain technical concepts clearly and empathetically
- Experience using modern customer support platforms (CRM, ticketing, analytics, and knowledge bases), including AI-enabled tools
Nice To Haves
- Experience with CPAP, PAP therapy, respiratory care, or connected medical devices
- Familiarity with FDA complaint handling, post-market surveillance, and quality management systems (QMS)
- Experience launching and scaling customer care operations from pre-commercial to commercial stages
- Background working cross-functionally with Engineering, Clinical, Quality, and Regulatory teams
Responsibilities
- Customer Care Organization Leadership
- Technical Support & Patient Assistance
- Order Services & DME Support
- Patient Onboarding & Lifecycle Management
- Metrics, Analytics & Continuous Improvement
- Compliance, Quality & Regulatory Alignment
Benefits
- Be a founding leader shaping how patients experience a breakthrough medical technology
- Build teams, systems, and processes from the ground up
- Work in a mission-driven environment improving patient outcomes
- Join a company at a pivotal stage of commercialization and growth
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
