What are the responsibilities and job description for the Director Customer Experience position at TelyRx?
We're looking for a Director of Customer Experience to own and elevate the end-to-end customer journey. You'll lead a cross-functional effort to understand customer needs, close experience gaps, and turn insights into action - partnering closely with Support, Product, Marketing, and Sales to make every touchpoint feel intentional and consistent.
This is a hands-on leadership role: part strategist, part team builder, part voice of the customer inside the company.
Working on-site in our Clearwater, FL headquarters, you'll partner closely with our Customer Experience Team Members to drive an outstanding customer experience, delivered via emails and phone calls.
We're looking for a hands-on leader, proactive, highly communicative, part strategist, part team builder, and part voice of the customer inside the company.
If you're energized by building teams, solving recruiting challenges, and helping shape a growing company, we'd love to hear from you.
Responsibilities
- Define and lead the customer experience strategy across all channels (email support, telephone support, etc.)
- Map the end-to-end customer journey and identify friction points, gaps, and opportunities
- Own key CX metrics - NPS, CSAT, CES, retention / churn - and report on them to leadership
- Build and manage a team of CX managers and specialists
- Design and implement feedback loops (surveys, interviews, reviews, support tickets) to surface actionable insights
- Lead cross-functional initiatives with Pharmacy, Sales, Marketing, and Human Resources to resolve systemic customer pain points
- Develop and manage CX budgets, tools, and vendor relationships (e.g., survey platforms, CRM, helpdesk software)
- Train and coach teams across the company on customer-centric practices
- Present CX performance, trends, and recommendations to executive leadership
Non-negotiables (Must-Haves)
- 10 years of experience in customer experience, customer success, or related field, with at least 3 years in a leadership role
- Proven track record improving customer satisfaction, retention, or loyalty metrics
- Strong analytical skills - comfortable working with data to identify trends and prove ROI
- Experience with revenue-generation and monetization pertaining to CX
- Excellent cross-functional collaboration and stakeholder management skills
- Track-record of building or scaling a CX function, team, or program
- Strong communication skills, including presenting to senior leadership
- Experience with hiring great talent and performance management
- Skillsets including: proactive, communications, leadership, management, emotional intelligence, accountability and data-driven outcomes
- Experience with CRMs
Bonus Skills (Nice to Haves)
- Experience in Pharma or Healthcare
- Background in journey mapping or service design
What we offer
- Competitive base salary plus performance-based bonus opportunities
- Company-paid reimbursement for pharmacist licensure and renewal fees while employed
- Comprehensive medical, dental, and vision coverage
- Health Savings Account (HSA) eligibility
- 401(k) retirement savings plan
- Flexible scheduling options to support work-life balance
- Generous paid time off (PTO) program