Senior Director of Customer Experience

Our Mission

Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.

Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down.

We’re 16 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.

Your Impact on our Mission

Zocdoc’s most important asset is our people. As the Senior Director of Customer Experience, you’ll shape and enhance the customer journey. You'll ensure our service operations are efficient, innovative, and aligned with our mission to provide exceptional care. Your leadership will drive a customer-centric approach, integrating data-driven insights, fostering team engagement, and improving service delivery across all channels.

You’ll enjoy this role if you are…

• Autonomous, urgent, and creative. You love diving into details, developing new strategies, and executing them with precision while empowering your team
• Highly analytical and data-driven. You leverage data to set clear goals, measure performance, and drive impactful decisions
• Passionate about elevating customer experiences and fostering a positive, transparent work environment
• A strategic thinker. You thrive in environments that require both visionary planning and hands-on execution
• Serious about your work but not yourself. You balance serious commitment to work with a sense of humor, creating a fun and engaging atmosphere even in challenging times
  
  

Your day to day is…

• Leading a multi-channel service organization (phone, email, chat) and driving improvements in service quality, efficiency, and customer satisfaction
• Full ownership of designing and executing a comprehensive customer experience strategy that drives operational excellence
• Collaborating closely with Product, Sales, and Systems teams to ensure seamless service delivery and continuous improvement
• Driving the adoption of new tools, technologies, and processes to enhance service operations and customer experience
• Identifying opportunities to improve efficiency and productivity
  
  

You’ll be successful in this role if you have…

• A meaningful (10+ years) experience in leading large-scale service operations, ideally within a technology or SaaS environment, with a proven track record of managing complex, multi-channel customer service functions (Preference for experience in B2B environments, though B2C is also valued)
• A strong ability to use data and analytics for decision-making and performance improvement
• Deep experience with service operations and customer experience metrics. You’re capable of driving strategic initiatives and managing large-scale changes
• A bias toward action. You’re ready to tackle challenges and promote innovation and continuous improvement
• Excellent communication skills. You keep all stakeholders informed, using various communication methods for success
• A confident, consultative approach with a focus on compassion. You always put customers first
• Humility. You believe in treating all people with dignity and respect, regardless of title or tenure, and you recognize that happy team members contribute to happy customers
  
  

Benefits

• Flexible, hybrid work environment
• Unlimited PTO
• 100% paid employee health benefit options
• Employer funded 401(k) match
• Corporate wellness programs with Headspace and Peloton
• Sabbatical leave (for employees with 5+ years of service)
• Competitive parental leave
• Cell phone reimbursement
• In office perks including:
• Catered lunch everyday along with snacks
• Commuter Benefits
• Convenient Soho location
  

Zocdoc is committed to fair and equitable compensation practices. Salary ranges are determined through alignment with market data. Base salary offered is determined by a number of factors including the candidate’s experience, qualifications, and skills. Certain positions are also eligible for variable pay and/or equity; your recruiter will discuss the full compensation package details.

Remote Base Salary Range

$153,000—$217,000 USD

About Us

Zocdoc is the country’s leading digital health marketplace that helps patients easily find and book the care they need. Each month, millions of patients use our free service to find nearby, in-network providers, compare choices based on verified patient reviews, and instantly book in-person or video visits online. Providers participate in Zocdoc’s Marketplace to reach new patients to grow their practice, fill their last-minute openings, and deliver a better healthcare experience. Founded in 2007 with a mission to give power to the patient, our work each day in pursuit of that mission is guided by our six core values. Zocdoc is a private company backed by some of the world’s leading investors, and we believe we’re still only scratching the surface of what we plan to accomplish.

Zocdoc is a mission-driven organization dedicated to building teams as diverse as the patients and providers we aim to serve. In the spirit of one of our core values - Together, Not Alone, we are a company that prides itself on being highly collaborative, and we believe that diverse perspectives, experiences and contributors make our community and our platform better. We’re an equal opportunity employer committed to providing employees with a work environment free of discrimination and harassment. Applicants are considered for employment regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity, gender expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or any other class protected by applicable laws.

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