Director of Customer Experience

We are seeking a Director of Customer Experience at PathAI Diagnostics who will be responsible for leading the client service organization and aligning service objectives with the business strategy of the diagnostics division. The ideal candidate will have strategic thinking skills, leadership experience, and a background in diagnostics and client service. They will play a key role in driving customer satisfaction, product adoption, and business retainment. Additionally, this individual will be instrumental in optimizing service processes, implementing new technology applications, and building positive relationships with customers.

• Act as a key contributor on the Diagnostic Leadership team, advancing strategic initiatives and commercial success.
• Lead a team to deliver a high level of service, maintain customer health and satisfaction, and effectively manage internal and external customer expectations.
• Drive broader product adoption, customer outcomes, and customer experience through optimized service processes.
• Influence future lifetime value through higher product adoption, customer satisfaction, and business retainment.
• Leverage existing client service data and maximize automated reporting on key metrics to drive customer and operations insights.
• Identify strategic solutions to increase overall lab efficiency by implementing new technology applications.
• Act as a link between external customers and internal operations, demonstrating a positive and professional image through phone and email communications.
• Serve as part of an escalation path for issues, questions, and feedback.
• Build initiatives that are inclusive, drive connectivity and collaboration to positively impact the culture.
• Establish positive, collaborative relationships with customers and lead the team to proactively solve customer problems.
• Proactively identify and troubleshoot problems that may adversely affect customer success.
• Interview and collaborate with customers to design processes and trainings to meet unique customer needs.
• Document all communication and maintain appropriate records and database of customer information.
• Liaise with key operations stakeholders and serve as an on-site leader of coordinated activities.
• Collaborate with internal stakeholders and make trade-offs to balance critical customer needs with business resources and initiatives.
• Advocate for company roadmap additions and alterations given customer needs.
• Hire, develop, and retain qualified staff members.
• Enable and lead the team with formal training, training documents, and role clarity.
• Communicate strategy, set milestones, and regularly report updates to inspire confidence.
• Set overall strategy, key performance indicators, and clear expectations and coach to unleash the team's potential.
• Evaluate employee performance to ensure competency is maintained and documented.
• Operate in compliance with all regulatory requirements and company policies.

7-10+ years commercial experience, leading tea

Strategic thinker with leadership, diagnostic, and client service experience

Passionate about process optimization and new technologies

Strong collaboration skills

Ability to connect business needs with technology solutions

Experience in delivering a high level of service and maintaining customer health and satisfaction

Ability to effectively manage internal and external customer expectations

Experience driving product adoption, customer outcomes, and customer experience through optimized service processes

Experience leveraging client service data and maximizing automated reporting on key metrics

Ability to identify strategic solutions to increase overall lab efficiency

Positive and professional communication skills

Ability to build initiatives that drive connectivity and collaboration

Ability to establish positive, collaborative relationships with customers

Proactive problem-solving skills

Experience designing processes and trainings to meet unique customer needs

Strong documentation and record-keeping skills

Ability to liaise with key operations stakeholders and serve as an on-site leader

Ability to collaborate with internal stakeholders and make trade-offs to balance customer needs with business resources and initiatives

Advocacy for company roadmap additions and alterations based on customer needs

Experience in hiring, developing, and retaining qualified staff members

Ability to provide formal training, training documents, and role clarity to team members

Strong communication and reporting skills

Ability to set overall strategy, key performance indicators, and clear expectations for team members

Ability to evaluate employee performance and maintain documentation

Compliance with regulatory requirements and company policies

• Competitive salary and benefits package
• Opportunity to collaborate with customers and design processes to meet unique customer needs
• Documentation and record-keeping of customer information
• On-site leadership and coordination of activities
• Collaboration with internal stakeholders and advocacy for company roadmap additions and alterations
• Hiring, development, and retention of qualified staff members
• Formal training, training documents, and role clarity for team members
• Communication of strategy, milestone setting, and regular updates
• Evaluation of employee performance and maintenance of competency documentation
• Compliance with regulatory requirements and company policies
• 7-10+ years of commercial experience in healthcare or laboratory industry
• Experience in setting strategic plans, improving processes, and change management
• Ideally, experience in launching new technologies or innovations in client service/laboratories
• Bachelor's degree in Business, Marketing, or Life Sciences
• Computer proficiency, strong typing and data entry skills, attention to detail, and organizational skills
• Effective communication and ability to follow instructions
• Ability to handle multiple tasks and work in a fast-paced environment
• Ability to learn and use laboratory management systems
• Understanding of HIPAA and importance of patient data privacy
• Experience with phone-based support or call center experience
• Notable interpersonal skills and passion for providing unparalleled service
• Self-motivation and ability to thrive in a results-driven environment
• Equal opportunity employer with a commitment to a harassment-free and discrimination-free workplace
• COVID-19 vaccination requirement for in-office and off-site business activities, with accommodation requests subject to review and approval.