Head of Customer Experience at Aios Medical — Remote, $125k-$225k/yr + 0.2%-0.6%
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Aios Medical (YC W20/S21)Healthcare
US, European timezones, PSTFull-TimeLead
Salary125000 - 225000 USD per year
Job Details
- Languages
- English
- Experience
- 5+ years
- Required Skills
- LeadershipProject ManagementAgileArtificial IntelligenceData AnalysisMachine LearningPeople ManagementProduct ManagementSCRUMGoogle AnalyticsProduct OperationsCross-functional Team LeadershipOperations ManagementAmplitude AnalyticsStrategyBusiness OperationsAgile methodologiesAnalytical SkillsProblem SolvingCustomer serviceMentoringAttention to detailOrganizational skillsTeam managementCustomer SuccessCritical thinkingProcess improvement
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.
- Process-oriented with a systematic approach to workflows.
- Willing to get hands-on in operational tasks.
- Ability to build a team of strictly A-players.
- Recognize and utilize the revolutionary impact of LLMs for CX.
- Autodidact with impressive speed, resourcefulness, and organization.
Responsibilities
- Run all customer-facing teams after purchase.
- Automate repetitive tasks and optimize interactions with AI and tooling.
- Maintain a 7-day operating rhythm with tight SLAs and fast reply times.
- Obsessively track NPS and CSAT, identifying patterns and implementing improvements.
- Map capacity needs and hire extraordinary talent.
- Define roles, monitor performance, and ensure a positive team environment.
- Go beyond great service to trigger delight.
