Head of Customer Experience at Aios Medical — Remote, $125k-$225k/yr + 0.2%-0.6%
125000 - 225000 USD per year
Company:Aios Medical (YC W20/S21)
Location:US, European timezones, EST, PST
Languages:English
Seniority level:Lead, 5+ years
Experience:5+ years
Skills:
LeadershipProject ManagementAgileArtificial IntelligenceData AnalysisMachine LearningPeople ManagementProduct ManagementSCRUMGoogle AnalyticsProduct OperationsCross-functional Team LeadershipOperations ManagementAmplitude AnalyticsStrategyBusiness OperationsAnalytical SkillsProblem SolvingCustomer serviceAgile methodologiesMentoringAttention to detailOrganizational skillsCritical thinkingTeam managementProcess improvementCustomer Success
Requirements:
5+ years leading in a high-calibre, high-volume D2C CX/sales/success/service/support role. Maniacal about metrics (Reorder %, Churn %, SLAs, reply times, NPS, CSAT). Strong process orientation. Willingness to get hands dirty in the trenches. Ability to build a team of strictly A-players. Recognize and utilize the revolutionary impact of LLMs for the job. Annoyingly capable at meta skills: autodidact, resourceful, organized, calm under uncertainty. Think in systems to fix underlying issues.
Responsibilities:
Run all customer-facing teams after a customer has purchased. Accountable for the entire system that powers customer communication. Treat AI as a force multiplier for automation and tooling. Run a 7-day operating rhythm with high standards for SLAs and reply times. Watch NPS and CSAT obsessively and translate feedback into improvements. Work with CX Team Leads to map capacity requirements and hire talent. Define roles, monitor performance, and ensure a positive team environment. Go beyond great service to trigger customer delight. Drive continuous improvement in customer satisfaction and retention.
