Customer Experience Manager, Telehealth

US Enhanced Personnel

. Lead the CX team by assigning and managing work across CX agents, enforcing SOPs, and evaluating performance .

Posted 10/16/2026full-timeNew York City • New York • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer experience within a regulated healthcare environment, focusing on performance metrics, automation, and cross-functional collaboration. Proficient in implementing escalation protocols and utilizing data-driven strategies to enhance customer satisfaction and operational efficiency.

Highest-signal resume keywords

Customer Experience ManagementCX Automation ImplementationPerformance Tracking Against SLAsCross-Functional CollaborationHIPAA Compliance Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Ticketing PlatformsHelpdesk PlatformsData AnalysisPerformance MetricsAutomation ToolsEscalation ProtocolsCustomer Journey MappingAI Tools for SupportOperational ImprovementHigh-Risk Ticket Management

Soft Skills

Team LeadershipWork ManagementProblem SolvingCommunicationVendor Management

Industry Keywords

TelehealthDirect-to-ConsumerHealthcareClinical ProtocolsCustomer Satisfaction (CSAT)

About the role

Key responsibilities & impact

Lead the CX team by assigning and managing work across CX agents, enforcing SOPs, and evaluating performance
Handle tickets directly during staffing gaps or volume spikes
Build and run escalation protocols for clinical, operational, and vendor issues, including pharmacy and telehealth partners
Personally handle high-risk tickets
Own CSAT, first response time, resolution time, and contact volume by reason
Establish baselines and reporting, set improvement targets, and bring recurring issues and recommended fixes to product and operations
Map the end-to-end customer journey and improve key touchpoints to drive satisfaction, conversion, and retention
Automate high-volume contact reasons and first touchpoints using AI tools to scale support without adding headcount
Work toward fully automated first response and resolution for common ticket categories within the first year
Track performance against SLAs for agents and external suppliers, run the team using data, and manage partners

Requirements

What you’ll need

3+ years managing customer experience for a direct-to-consumer brand, ideally in telehealth or another regulated healthcare business
Hands-on experience with ticketing and helpdesk platforms
Experience managing CX agents and working with external vendors and contractors
Track record of implementing CX automation or AI support tools with measurable deflection results
Experience tracking performance against SLAs for internal agents and external suppliers, and using data to run a team
Experience working cross-functionally with external partners, including telehealth providers, pharmacies, and software development, and internal product, marketing, and operations teams
Working knowledge of HIPAA and clinical escalation protocols
Must be authorized to work in the United States of America; no sponsorship required
If remote, must be okay with occasional travel to NYC