Director of Customer Experience - Remote

Overview

Hazel Health & Little Otter have joined forces to deliver comprehensive services to the children and families we serve, learn more here.

We’re building the future of pediatric and family mental health care - delivering high-quality, evidence-based support to children and families at home, in schools, and in their communities. Following the merger of two leading digital mental health organizations, we are combining our strengths to expand access, improve outcomes, and redefine how families experience care.

In Short

• Lead customer-facing operations within the Care Delivery organization.
• Oversee multiple teams serving families, schools, and partners.
• Unify customer experience ethos across merged organizations.
• Optimize people, processes, and platforms for operational efficiency.
• Support families in their care journey and manage school partnerships.
• Track outcomes and satisfaction to improve customer experience.
• Define a unified vision for Customer Experience.
• Lead a multi-layered organization focused on empathy and accountability.
• Collaborate with Product and Account Management teams.
• Champion the needs of families and schools across all touchpoints.

Requirements

• 10+ years of experience in Customer Experience, Operations, or Care Delivery.
• Experience leading multi-functional customer-facing teams.
• Strong operational and systems thinking skills.
• Deep empathy for families and children.
• Exceptional communication and collaboration skills.
• Experience using data to drive decisions.
• Familiarity with Salesforce, Zendesk, or similar platforms.

Benefits

• Market competitive total compensation.
• Base salary range of $155,000 - $180,000.
• 401k match.
• Healthcare coverage.
• Paid time off.
• Stock options.
• Broad range of other benefits and perks.