Vice President of Customer Experience

<h1><strong>Vice President of Customer Experience</strong></h1> <p>At Rectangle Health, we believe that our team members are our most important asset. We grow our team by hiring best-in-class talent. We encourage all employees to contribute their individual talents and ideas to strengthen our team, our brand, and our services. We promote a culture that serves to empower and motivate employees beyond the standard corporate rhetoric one might see on motivational posters. Employees understand their individual roles in serving our customers, and this clarity of purpose encourages high job performance.</p> <h2><strong>Position Overview</strong></h2> <p>The Vice President of Customer Experience leads the execution and continuous improvement of the end-to-end post-sale customer experience strategy across all segments (SMB through Enterprise). This includes ownership of customer support, retention, and ongoing engagement to ensure a seamless, consistent, and high-quality customer journey.</p> <p>This role operates in close partnership with the Chief Operating Officer, aligning customer experience strategy with enterprise operating priorities, retention performance, and cross-functional execution. The Vice President is responsible for driving day-to-day execution and functional leadership of the Customer Experience organization, while ensuring alignment with broader operational, financial, and strategic objectives set by the COO.</p> <h2><strong>Primary Job Duties:</strong></h2> <ul> <li>Hire and train all customer care and concierge team members to provide world class service.&nbsp;</li> <li>Lead execution of the end-to-end post-sale customer experience strategy in partnership with the COO</li> <li>Own and scale all customer-facing support functions, including Customer Care, Concierge, Technical Support, QA/Training, and Retention</li> <li>Establish and enforce the CX operating model, including SLAs, escalation frameworks, and service standards</li> <li>Serve as a cross-functional partner, promoting a customer-centric approach across Sales, Product, Operations, and vendor interactions</li> <li>Drive customer retention strategy, including SMB-focused initiatives, proactive outreach, and lifecycle engagement programs</li> <li>Own the customer communication strategy across support functions to strengthen loyalty, transparency, and retention</li> <li>Define, track, and ensure accountability for core CX KPIs, including retention, CSAT (≥90%), NPS (≥40), response/resolution time, and cost-to-serve</li> <li>Lead data-driven improvements and operational efficiency, including CRM and telephony optimization, automation, and service scalability</li> <li>Drive the future-state service model, including multi-channel support, knowledge management, workforce planning, and proactive engagement strategies</li> <li>Own budgeting, capacity planning, and cost management for the CX organization</li> <li>Act as the voice of the customer, influencing cross-functional priorities and product improvements</li> <li>Build and lead a strong CX leadership team, fostering accountability, performance, and a customer-first culture</li> <li>Provide regular updates on CX performance, risks, and initiatives in alignment with COO priorities</li> <li>Lead a team of 4-6 direct reports, with responsibility for scaling multi-layer organization over time&nbsp;</li> </ul> <h2><strong>Minimum Qualifications:</strong></h2> <ul> <li>Bachelor’s degree in a related field or equivalent professional experience.</li> <li><strong>10–15+ years</strong> leading customer experience or support organizations.</li> <li>10–15+ years <strong>leading multi-layer teams</strong>, including Directors or equivalent leaders.</li> <li>Proven ability to scale customer-facing operations across multiple channels and customer segments in <strong>B2B environments.</strong></li> <li>Deep familiarity with <strong>multi-channel support models</strong>, including chat and digital channels.</li> <li>Expertise in establishing and managing service level agreements (SLAs).</li> <li>Proven track record <strong>driving customer retention</strong> and reducing churn through proactive and reactive strategies.</li> <li>Strong leadership and communication skills with the ability to influence <strong>cross-functional</strong></li> <li>Demonstrated ability to operate in a <strong>fast-paced, evolving environment</strong> and adjust priorities as needed.</li> <li>Track record of delivering high-quality customer service and <strong>improving customer satisfaction</strong></li> <li>Experience managing both <strong>onsite and remote support</strong></li> <li>Ability to <strong>lead teams</strong> with varied skillsets and levels of experience.</li> <li>Ability to present effectively to senior leadership.</li> <li>Ability to travel (~5-10%), typically 2-3 days every other month.</li> </ul> <h2><strong>Preferred Qualifications:</strong></h2> <ul> <li><strong>Experience in SaaS, payments/credit card processing</strong>, and/or healthcare environments.</li> <li>Demonstrated <strong>ownership of end-to-end post-sale customer experience strategies</strong> in partnership with executive leadership.</li> <li>A track record of <strong>building customer lifecycle and retention programs</strong>, including proactive outreach and engagement strategies.</li> <li>Experience leveraging data, analytics, and automation to <strong>improve operational efficiency</strong> and service scalability.</li> <li>Experience <strong>managing budgeting</strong>, capacity planning, and cost optimization for customer operations</li> <li>Proven ability <strong>to elevate</strong> the Voice of the Customer <strong>(VoC)</strong> to influence product and cross-functional priorities.</li> <li>Strong experience with CRM platforms (e.g., <strong>Salesforce/Talkdesk</strong>) and support technologies.</li> </ul> <h2><strong>Benefits Profile:</strong></h2> <ul> <li>Competitive Medical Health Plans, Low, Mid, High. <ul> <li><strong>Employer Paid </strong>Low Medical Plan for Employee &amp; Dependents (HSA Eligible)</li> <li><strong>Employer Paid</strong> Dental &amp; Vision for Employee&nbsp;</li> <li><strong>Employer Paid</strong> Life Insurance for Employee&nbsp;</li> <li><strong>Employer Paid</strong> Long-term Disability&nbsp;for Employee&nbsp;</li> <li><strong>Employer Paid </strong>Hospital Confinement for Employee ~ (If enrolled in Medical)&nbsp;</li> <li>+ Voluntary Supplemental Insurance Coverage Options</li> </ul> </li> <li>15 days PTO &amp;&nbsp;7 Sick Days Annually&nbsp;&nbsp;</li> <li>10 Fixed Paid Holidays Off Annually</li> <li>401(k) Matching up to 3%&nbsp;</li> </ul> <h2><strong>About Us:</strong></h2> <p>Rectangle Health, a leading financial technology company, empowers medical, dental and specialty practices with seamless and secure technology to drive revenue by increasing patient payments and streamlining practice management and payment processing. Since 1992, the company’s innovative solutions have reduced administrative burden and rebalanced the ledger for its thousands of healthcare providers in the U.S., reliably processing billions of dollars in payments annually.</p><div class="content-conclusion"><p><a href="https://www.rectanglehealth.com/california-applicant-privacy-notice/">View our CCPA disclosure notice here</a></p></div>