Director of Care Experience

About the Role

As the Director of Care Experience, you will lead and oversee a high-performing contact center responsible for managing inbound and outbound calls, texts, emails, and internal requests from other teams. Your role is pivotal in ensuring the efficient and effective delivery of care services while continuously improving team performance, client experience, and overall operational excellence. You will drive strategy within the department, collaborating closely with internal stakeholders to enhance team efficiency, optimize workflows, and ensure our operations contribute meaningfully to the company's overall success.

Beyond operational oversight, you will work cross-functionally with our Admissions, Clinical, and Product teams to identify and implement scalable solutions that elevate team efficiency, maximize client outcomes, and create measurable value. You will also personally maintain relationships with our most valuable and strategic partners, ensuring seamless coordination and high-quality care delivery. Success in this role will be measured through client satisfaction (CSAT), client scheduling success rates, team performance, and team efficiency.

We are looking for a mission-driven leader who is energized by the opportunity to transform mental health care and build a high-impact, high-performance team. This is a unique chance to shape the future of the experience clients have during care while ensuring our operations are not just a cost center, but a critical driver of business and client success.

Responsibilities

• Plan, develop and implement processes related to enhancing overall client satisfaction in Charlie Health's clinical program
• Build a team of Care Experience Associates, along with any other management or supervision needed to balance the team structure
• Collaborate closely with Care Delivery, Care Strategy, Continuing Care, and Outreach to prioritize client success and manage relevant existing KPIs
• Supervise and support Care Experience team members through training and professional development
• Connect with Utilization Review and Revenue Cycle Management to plan, develop, and implement ways to improve communication with clients
• Develop and maintain new KPIs related to client experience and satisfaction to enhance your team's effectiveness

Requirements

Strategic Leadership & Business Impact

• Develops and executes a long-term strategy for the Care Experience team, ensuring alignment with company goals, client needs, and financial sustainability.
• Collaborates with Product and Technology teams to identify, implement, and optimize tools that enhance team efficiency and streamline client interactions.
• Optimizes workforce management to ensure proper staffing, minimize inefficiencies, and scale operations effectively.
• Leverages data-driven insights to drive continuous improvement in client experience and team productivity.

Operational Excellence & Performance Management

• Oversees daily contact center operations, ensuring seamless execution of inbound/outbound calls, texts, emails, and internal requests.
• Establishes and tracks KPIs for team performance, customer satisfaction, and operational efficiency, ensuring data-driven decision-making.
• Implements performance improvement strategies, coaching managers and frontline staff to meet and exceed key targets.
• Ensures compliance with industry regulations, internal policies, and best practices in client care and communication.

Cross-Functional Collaboration & Relationship Management

• Maintains relationships with key external partners, ensuring seamless experience throughout care and ongoing engagement.
• Partners with Admissions, Clinical, and Product teams to refine processes, improve service delivery, and enhance the client journey.
• Develops strong communication channels between the contact center and other departments to align priorities and optimize client outcomes.

Team Leadership & Development

• Leads, mentors, and develops a high-performing team of Managers, Leads, and Specialists, fostering a culture of accountability, growth, and excellence.
• Designs and executes training programs to enhance customer service skills, system proficiency, and professional development.
• Drives engagement initiatives that empower employees, reduce turnover, and enhance team satisfaction.

Qualifications

• Bachelor's degree required, (Masters preferred)
• 4 years of experience in contact center management, customer service leadership, or operations within a high-growth, client-facing environment (healthcare preferred).
• Proven ability to drive measurable impact on key business KPIs, including efficiency, client satisfaction, and financial performance.
• Experience optimizing processes, implementing automation, and leveraging technology to enhance operational effectiveness.
• Strong leadership skills, with the ability to build, develop, and inspire high-performing teams.
• Proficiency in data analysis and reporting, with experience in tools like Salesforce, Tableau, or similar platforms.
• Excellent cross-functional collaboration skills, with a track record of working with Product, Finance, and Clinical teams.
• Highly adaptable and strategic mindset, with the ability to thrive in a fast-paced, evolving environment.

Perks

Our mentality is to find the best, attract the best, and pay the best talent—which is why we prioritize quality over quantity of hires. While we offer zero-stress medical, dental, and vision coverage, competitive salaries, and a generous PTO policy, we're way more excited to tell you about a few "perks" that are unique to Charlie Health. We've spent time thinking through what it means to be a mental health company and how we can better align these additional perks with our mission and values.

First and foremost, we believe that no one should ever have to compromise on their mental or physical health. This is why we offer a fully paid subscription to the mindfulness, talk therapy, nutrition, or fitness app of your choice (Headspace, TalkSpace, Noom, Peloton, etc.). We also offer complimentary yoga sessions for you and your loved ones, twice per month, that are hosted by one of our licensed instructors. Our team is big on self-care, and we are committed to helping our employees live happy and healthy lives.

We also want you to live and see our mission in action. We encourage every employee—regardless of department—to shadow our vIOP sessions once per month. And while it's motivating to experience the care that we provide to patients, we also want to collectively celebrate their successes. This is why we host quarterly events to recognize alumni of our program and bring together patients and team members around shared experiences. Whether it be through a cooking class, a magic show, a comedy act, or a virtual talent competition, we want to uplift our patients and teammates, together.

So—what do you think?

If you've made it this far, well, we're excited to meet you too. Just one more thing that we want you to remember: we pride ourselves on our meritocratic, performance-driven culture. There are lives on the line, and we have teens to save. There's no room for complacency. Your scope of responsibility and opportunity to make a difference will be uncapped at Charlie Health, but we need your commitment that you will work tirelessly for our patients, parents, and partners. At the end of day, our team is committed to helping you succeed at Charlie Health because when you succeed, our patients succeed, and we get one step closer to solving the mental health crisis. We're hopeful that this role will give you the experience to go and do whatever you want in life but the fulfillment to make you never want to leave our team. We look forward to solving the mental health crisis, together.

Please do not call our public clinical admissions line in regards to this or any other job posting.

At Charlie Health, we value being an Equal Opportunity Employer. We strive to cultivate an environment where individuals can be their authentic selves. Being an Equal Opportunity Employer means every member of our team feels as though they are supported and belong. We value diverse perspectives to help us provide essential mental health and substance use disorder treatments to all teens and young adults.

Charlie Health applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation.