Job Description

Job Description

POSITION SUMMARY:

Reporting to Notal Vision’s Vice President of Strategy & Operations, the Senior Director of Customer Relations and Experience is a transformative leader responsible for unifying and scaling Notal Vision’s customer facing functions, including onboarding, support, retention and success. This role plays a vital role in leading teams across patient services, customer engagement and call center operations to create a cohesive and elevated experience across every stage of the customer lifecycle/patient journey.

This role will champion a vision of customer obsession, guiding strategic programs that drive patient loyalty, patient satisfaction, and measurable business outcomes. Leveraging AI and Generative AI technologies, you will modernize the customer experience with automation, personalization, and initiative-taking service strategies, all while fostering a human-first, empathy-driven team culture.

ROLE AND RESPONSIBILITIES:

Lead and Inspire:

• Oversee daily operations of customer-facing functions, ensuring quality, consistency, and efficiency.
• Manage departmental budgets, forecasting, and performance reporting.
• Define the long-term vision and strategy for Customer Relations and Experience, from onboarding to retention and loyalty.
• Build, manage, and mentor high-performing teams across multiple functional areas (Onboarding and Engagement Center/Call Center) by leading change management initiatives, including team enablement, org redesigns, and tech adoption.
• Cultivate a culture of accountability, innovation, and empathy, rooted in customer advocacy.
• Serve as the senior point of escalation for complex customer challenges and high-impact relationships.

Design and Scale:

• Develop scalable and repeatable onboarding, engagement, and support programs using standardized methodologies.
• Balance enterprise readiness with personalized, high-touch experiences for patients and providers.
• Drive operational excellence through optimized workflows, knowledge systems, and self-service tools.

Drive Cross Functional Impact

• Partner with Product, Sales, Clinical, IT, and Operations to ensure an integrated customer journey.
• Influence product roadmaps based on customer insights, NPS feedback, and emerging needs.
• Champion secure, compliant, and ethical practices in handling patient and customer data. Assist in providing financial reporting and schedules as requested by management and operations.

Operational Success Programs

• Create performance frameworks and incentive models that align teams around OKRs such as: patient acquisition, retention, NPS and CSAT.
• Customer retention and revenue growth OKRs.
• Process efficiency and scalability.
• Collaborate with Finance and HR on compensation planning and team structure.

AI and Emerging Technology Leadership

• Lead the strategic integration of AI and Generative AI tools to optimize and scale customer interactions across onboarding, support, and engagement.
• Partner with teams to embed AI capabilities (chatbots, predictive sentiment analysis, virtual assistants) into the service architecture.
• Develop enablement and training content to upskill teams on using AI-powered solutions to enhance productivity and empathy-driven support.
• Monitor AI performance metrics to ensure technologies are meeting targets for response time, personalization, and first-contact resolution.
• Identify and evaluate new AI platforms and innovations that elevate the customer and patient experience, with a focus on automation and intelligent triaging.
• Performs other duties as assigned and required.

EXPERIENCE AND EDUCATION REQUIREMENTS:

• 8+ years of leadership experience in customer success, service, or engagement roles, preferably within SaaS or healthcare industry.
• Proven success managing cross-functional teams and leading customer experience strategy in complex, multi-stakeholder environments.
• Expertise in relationship development with executive-level stakeholders and decision makers.
• Strong business acumen with data-driven approach to improving customer outcomes and loyalty.
• Exceptional communication, presentation, and interpersonal skills.
• Demonstrated experience leveraging AI/automation in service or customer success functions.
• Familiarity with CRM platforms (e.g., MS Dynamics, Salesforce).
• Bachelor’s degree required, advanced degree or certifications in customer experience or AI technologies a plus.

KEY SKILLS / ABILITIES/ TRAITS

• Excellent communication and interpersonal skills.
• Excellent organizational and communication skills.
• Team-oriented & flexible, must be able to work closely with all levels of management.
• Must work well under pressure and be good at meeting deadlines.
• Excellent decision-making and problem-solving skills.

Ideal Candidate Profile

You are a strategic thinker and a hands-on leader. You can toggle between vision-setting and execution with

ease, influencing internal and external stakeholders alike. You thrive in dynamic environments and know how

to harness the power of AI without losing sight of human connection. You inspire cross-functional teams to

move with purpose, always putting customers at the center of innovation.

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