[Hiring] Director of Client Experience @PurposeMed

Permanent, full-time opportunity

Location - Remote (Canada)

Though we have an office based in Calgary, this is a remote position that is open to candidates across Canada. PurposeMed's office is located on the unceded and traditional territories of the peoples of the Treaty 7 region which includes the nations of the Siksika, the Piikani, the Kainai, the Îethka Stoney Nakoda which consists of the Chiniki, Bearspaw, and Good Stoney Bands, and people of the Tsuut’ina First Nation. The city of Calgary is also homeland to the historic Northwest Métis and to the Otipemisiwak Métis government, Métis Nation Battle River Territory, Nose Hill Métis District 5 and Elbow Métis District 6.

Who we hope to find:

At PurposeMed, we believe healthcare should feel human, even at scale. We’re looking for a Director of Customer Experience to lead our patient support and success teams into our next chapter of growth. Reporting to our VP of Operations, this role will lead the frontline for both Freddie and Frida, ensuring our "11/10 experience" is backed by seamless, scalable systems.

We’re looking for someone who can navigate the nuances of sexual health, HIV prevention and treatment, and mental health care while optimizing the systems behind the scenes. Someone who can coach teams to excellence, turn patient feedback into a strategic roadmap, and ensure that our care remains personal, proactive, and affirming. As the landscape of customer care changes in a world of AI and automation, we’re looking for a leader who can help us navigate this evolution in a thoughtful, human-centred way. Your mission is to ensure our patients always feel seen and heard—never like a case number.

In this role, you’ll make an impact by:

Building a Culture of Care & Excellence through Team Development

• Coaching and developing our support and success Team Leads and an Operations Specialist to balance high-volume support and SLA adherence with deep empathy
• Defining and refining systems of performance accountability, including KPIs that balance service excellence, efficiency and cost control
• Empowering teams to navigate the ever-changing scale-up environment with a growth-focused mindset
• Regularly engaging directly with patients to keep your finger on the pulse, and acting as the final point of escalation for complex issues
• Serving as the Voice of the Patient to the Senior Leadership Team to ensure their experience is consistently represented in business decision making

Scaling our Patient Experience through Technology

• Building the CX roadmap for new services we launch to ensure our patient support systems evolve as fast as our clinical care, in collaboration with cross-functional teams
• Analyzing ticket volumes and patient support trends to identify AI solutions, automation opportunities and process improvements that enable efficient scaling, while simultaneously working to address the reasons patients reach out for support.
• Partnering with the CX Operations Specialist to optimize our tech stack (Zendesk, Zoho, Zapier, Slack) and deliver continuous improvements for our team and patients
• Driving the strategy for CX knowledge management and internal documentation to ensure organizational context is preserved and accessible; ensuring this is seamlessly integrated with all patient-facing teams
• Championing the business case for technical CX upgrades by quantifying the impact on patient loyalty and clinical outcomes
• Keeping current with CX service and tooling best practices (including evolving applications of AI) to advocate for a best-in-class support offering to patients

Championing Long-Term Patient Success

• Scaling our Patient Success function to improve clinical adherence and patient retention
• Collaborating with cross-functional partners to design interventions at known drop-off points to ensure patients remain on their journey for as long as clinically indicated
• Leveraging patient data to reduce barriers to refills and activation, deepening long-term loyalty and trust through targeted, high-touch outreach

We need someone who has:

• 5+ years of experience leading CX, Support, or Success teams in a fast-paced, scale-up environment
• A track record of delivering results with a people-first approach; coaching Managers and/or Team Leads to deliver excellence at the frontline
• A deep respect for customer insights and leverages feedback to build and advocate for product and service improvements that retain customers for the long-term
• Proven ability to develop support systems and processes that integrate seamlessly into the patient journey without losing sight of the human at the other end
• Comfort navigating and optimizing CRM tools (Zendesk experience is a major asset), including designing workflows and building management reporting
• A "scrappy but scalable" mindset, with a history of delivering big results even when resources are lean
• A belief in deeply understanding how their teams work and a willingness to partner alongside their team members to get stuck in and solve problems together
• Exceptional communication skills and the ability to move from high‑level strategy to the details of a process

It would also be great if you have:

• Delivered AI workflow or support innovations that have unlocked scalability while ensuring a human-centred experience remains at the heart of customer support
• Experience working in healthcare or another regulated industry
• Familiarity with healthcare compliance and data privacy (PHIPA, HIPAA, or PIPEDA)
• Experience managing external vendors to ensure our software and service commitments are consistently upheld

Compensation:

• $140,000 - $170,000 CAD a year
• Earn stock options through our Equity Incentive Plan—connect your efforts to PurposeMed’s growth as we work together to improve the lives of our patients across North America.
• The compensation listed above refers to a yearly base salary that may vary depending on a candidate's relevant qualifications, knowledge, competencies and work experience, and other factors including market conditions. Base pay is just one aspect of our total rewards at PurposeMed—see our other exciting benefits below!

Do you think you could be our next Director of Client Experience? We look forward to seeing your application!

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