We are seeking a Vice President, Customer Experience to define and lead the next generation of how customers experience our company across every touchpoint.

This role is responsible for designing and scaling a modern, AI-first customer experience that blends human expertise with intelligent automation to deliver exceptional outcomes for both practitioners and patients.

You will own the end-to-end customer support journey and build the systems, teams, and capabilities required to deliver a consistently high-quality, low-effort physical and support experience at scale.

This is a highly strategic and operational leadership role, reporting to the Chief Customer Officer, with significant influence across Product, Operations, and Technology.

• Define and evolve the holistic customer experience vision across all touchpoints

• Translate company strategy into a clear, differentiated CX approach

• Design experiences that reduce friction, increase trust, and drive long-term retention

• Lead the design of an AI-first, human-enabled support model

• Own all customer support channels (voice, chat, email, async)

• Drive improvements in customer effort (CES), resolution quality, and speed

• Build a scalable service model that balances efficiency with high-touch care

• Own NPS, CSAT, and customer effort measurement systems

• Establish a closed-loop feedback system that drives action across the organization

• Leverage AI and analytics to identify root causes and systemic issues

• Ensure customer insights directly inform product, operations, and strategy

• Build and lead a high-performing team across:

  • Customer Experience & Journey Design

  • Customer Service / Support

  • VoC & Customer Insights

• Develop leaders who can operate at scale in a fast-growing environment

• Foster a culture of customer-centricity, accountability, and continuous improvement

• Partner closely with Product, Engineering, and Operations to eliminate customer pain points at the source

• Influence roadmap prioritization using customer data and insights

• Ensure alignment between digital experience and human support

• Own and improve key experience metrics:

  • NPS, CSAT, Customer Effort Score (CES)

  • First contact resolution, time to resolution

  • Cost to serve and support scalability

• Establish a data-driven operating cadence to track and improve performance

• 10+ years in customer experience, support, or service leadership in high-growth or scaled environments

• Proven experience leading end-to-end CX transformation, not just support operations

• Experience implementing or scaling AI-driven customer support and automation

• Background in health tech, SaaS, marketplace, or multi-sided platforms preferred

• Strategic thinker who can translate vision into execution at scale

• Strong operator with experience building systems, teams, and processes

• Deep understanding of customer behavior, journey design, and service models

• Data-driven mindset with experience using metrics to drive decisions

• Ability to influence across senior leadership and drive cross-functional change

• Builder mentality who thrives in ambiguity and transformation

• High ownership and accountability

• Strong communicator, able to align diverse stakeholders

• Passion for improving customer outcomes in healthcare

• Competitive compensation package
• RRSP matching (CAD) // 401K matching (US)
• Flexible PTO
• Flexible benefits package and additional perks
• Employee discount on Fullscript catalog of products for family & friends
• Continuous learning — training budget + company-wide initiatives.
• Work Where You Work Well — hybrid and remote flexibility.