Director of Client Experience
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Job Description
Director of Client Experience at PurposeMed ensuring exceptional patient support and experience across Canada. Leading teams focused on sexual health and mental health care optimization.
Responsibilities:
- 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
- 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
- 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
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.
Benefits:
- 20 vacation days and a team that will remind you to use them!
- Annual winter break closure
- 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
- $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
- $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
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