Senior Director of Customer Experience, Hazel Health
$155-180k
+ Stock options
More information about location
Remote physical and mental healthcare for K-12 students
Job no longer available
Remote physical and mental healthcare for K-12 students
201-500 employees
Job no longer available
$155-180k
+ Stock options
More information about location
201-500 employees
Company mission
To transform children's access to health care.
Role
Who you are
- 10+ years of experience in Customer Experience, Operations, or Care Delivery at a fast-paced start-up or high-growth organization
- Bonus: you have demonstrated success leading multi-functional customer-facing teams through growth or integration, ideally in digital health or ed-tech
- Strong operational and systems thinking - comfortable assessing people, process, and tech tradeoffs
- Deep empathy for families and children, with experience designing or improving service experiences that are personal and impactful
- Exceptional communication and collaboration skills with proven ability to influence across teams
- Experience using data and insights to drive decisions and measure success
- Familiarity with Salesforce, Zendesk, or similar customer engagement platforms
- If you’re excited about this role but your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyway
What the job involves
- We’re looking for a Senior Director of Customer Experience who will lead our customer-facing operations within the Care Delivery organization
- This leader will oversee multiple teams that serve as the front line for families, schools, and partners - spanning enrollment, family support, school partnership support, and ongoing success in care
- As the company integrates two legacy teams and systems, this role will play a critical part in unifying our customer experience ethos, optimizing people, processes, and platforms, and ensuring our operational model scales with both compassion and efficiency
- Supporting families as they begin and continue their care journey
- Partnering with schools and community organizations who refer families into care
- Managing inbound and outbound communication for enrollment and engagement
- Tracking outcomes and satisfaction to continuously improve the experience
- Define and operationalize a unified vision for Customer Experience across the merged organization
- Align teams and workflows to deliver a consistent, empathetic, and effective experience for families and partners
- Assess current customer operations (structure, technology, and workflows) and identify opportunities for integration, efficiency, and scale
- Partner with Clinical Operations, Product, and Data teams to improve tooling and automate core workflows where appropriate
- Oversee development and monitoring of KPIs across response time, satisfaction, conversion, and retention
- Lead a multi-layered organization including Managers and frontline staff
- Foster a high-performing, mission-driven culture rooted in empathy, accountability, and continuous improvement
- Develop clear role expectations and career growth pathways across teams
- Serve as the operational voice of the customer in leadership discussions
- Collaborate closely with Product and Account Management teams to align priorities and resource allocation
- Partner with Clinical Operations to ensure smooth handoffs and capacity alignment
- Champion the needs of families and schools across all touchpoints - from referral to care engagement, to graduation from care
- Lead initiatives to measure and enhance satisfaction, trust, and retention among families and referral partners
- Ensure the customer ethos remains human-centered as we scale quickly
Our take
Hazel Health aims to improve access to healthcare services for students, by making it possible for them to locate practitioners rapidly. The company has also assembled an array of experience in a variety of pediatric fields. As a result of this, Hazel Health has become the largest telehealth provider for K-12 schools, currently operating across over 14 states.
This is massively important at a time when the global telehealth market is projected to reach $560B by 2027. Hazel Health is well-placed to grow, having established a fertile demographic that makes it stand out from such rivals as Xiaowei Technology, Mikitsune, Hoop and Habyts.
Currently, Hazel Health provides healthcare access to over 1.5M children across the US, with the goal of providing for 78M students. While its an ambitious goal, the company is making exciting progress by focusing on strategic partnerships to drive its expansion and meet its goal.
Steph
Company Specialist at Welcome to the Jungle
Insights
113% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jun 2024
$1.5m
LATE VC
Oct 2022
$51.5m
SERIES C
Total funding: $86.5m
Company benefits
- Healcare coverage: Medial, dental, an vision plans (100% covered options)
- Financial wellness: 401(k) match of up ot 4% to build retirement savings
- Paid parental leave: Paid leave for new parents and a supprotive return-to-work plan
- Continuing education & development: malpractice insurance and CEU/CME coverage for part-time and full-time clinicians
- Wellness benefits: Access to subscriptions such as Headspace, Gympass and SPot
- Work-life alignment; Valuable time outside of work is essential to our team members' health and wellbeing
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Nick Woods
(Co-Founder & CTO)Previously an iOS Engineer and Senior Software Engineer/Architect at Apple. They also spent time at SEVEN Networks, Pivia, Actuate, Silicon Graphics, and Media Architects as a Software Engineer.
Josh Golomb
(Co-Founder & CEO)Former Consultant at Bain & Company, President at DaVita Rx, and CEO at Paladina Health.
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