VP of Customer Experience & Growth

TELYRX MANAGEMENT LLC • Clearwater, FL

1h • Onsite

About The Position

The VP of Customer Experience & Growth leads the full CX department at TelyRx, with direct ownership of customer service operations, sales and revenue performance, and the patient experience across all channels. This role owns the department P&L, sets the strategic direction, and is accountable for integrating service delivery with revenue growth. The VP manages a Director of CX Quality and two CX Managers, and is responsible for building the team, setting targets, and ensuring operational execution, quality, and revenue are aligned to the company’s growth plan. The ideal candidate has scaled contact center organizations, has direct P&L experience, and knows how to run service and sales side by side.

Requirements

• 10+ years of contact center leadership experience, including 5+ years in a VP or senior Director-level role
• Proven track record of simultaneously leading both customer service and revenue-generating sales teams, with direct ownership of P&L, revenue, and retention targets
• Direct experience in healthcare, telehealth, pharmacy, or health insurance strongly preferred; familiarity with HIPAA, pharmacy regulations, and patient-facing operations is a significant advantage
• Strong operational leadership and performance management experience in a high-growth environment
• Data-driven mindset with experience building KPI frameworks and using analytics to drive strategic and tactical decisions
• Strong analytical skillset with the ability to interpret data, identify trends, and translate insights into action across operations, sales, and customer experience; experience owning a P&L or departmental budget required
• Hands-on experience with CRM platforms (e.g., HubSpot), contact center systems (e.g., Aircall), and workforce management tools; ability to evaluate, implement, and optimize CX technology
• Experience scaling teams from startup/growth-stage to mature operations

Nice To Haves

• Strong executive presence with the ability to build, motivate, and retain high-performing teams
• Commercial mindset—comfortable setting revenue targets and holding teams accountable to them
• Hands-on operator who can shift between strategic planning and tactical execution
• Ability to work cross-functionally with product, marketing, pharmacy, and operations at the executive level
• Experience working with or managing BPO partners
• Understanding of healthcare compliance requirements (HIPAA, state pharmacy regulations) and how they impact CX operations

Responsibilities

• Set and execute the strategic vision for the entire CX department, aligning service, quality, and revenue objectives with company goals
• Lead and develop a leadership team consisting of the Director of CX Quality and two CX Managers
• Own the CX department P&L, including headcount planning, budget management, and resource allocation
• Serve as the executive voice of the customer at the leadership table, advocating for patient-centered decisions across the business
• Build and maintain a high-performance culture rooted in accountability, empathy, and continuous improvement.
• Own revenue targets for inbound and outbound sales channels within the CX department
• Drive conversion, upsell, cross-sell, and retention strategies to maximize customer lifetime value
• Partner with marketing, digital, and product teams to improve lead quality, customer journey, and campaign effectiveness
• Develop and optimize sales playbooks, incentive structures, and performance frameworks that align agent behavior with revenue goals
• Identify and pursue new revenue opportunities through service interactions and data-driven insights
• Oversee day-to-day contact center operations across all channels (voice, SMS, chat, email), ensuring SLA and productivity targets are met
• Establish and manage KPIs across service and sales functions (SLA, AHT, conversion, retention, quality scores, CSAT, NPS)
• Drive accountability through reporting, coaching, and structured performance management processes
• Manage scheduling, workforce planning, and capacity forecasting to support growth
• Identify and address performance gaps across teams and channels
• Ensure seamless alignment between customer service and revenue objectives so agents deliver both exceptional care and commercial results
• Build a unified operating model where quality and revenue reinforce each other rather than compete
• Partner cross-functionally with pharmacy, operations, and product to remove friction and optimize the end-to-end patient journey
• Leverage data and reporting to identify operational insights, forecast trends, and drive strategic decisions
• Oversee CX technology stack including CRM (e.g., HubSpot), telephony (e.g., Aircall), and automation systems
• Drive workflow improvements, automation opportunities, and system enhancements that support scalability
• Partner with analytics and BI resources to enhance forecasting, reporting, and visibility into operations
• Ensure consistent and coordinated customer messaging across all channels
• Manage BPO/Itel partnership, ensuring external teams meet TelyRx performance, quality, and compliance standards
• Evaluate and onboard new vendor relationships as the organization scales

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 1-10 employees