Director, Customer Experience

The Director, Customer Experience will play a critical role in advancing our commitment to exceptional customer engagement. Reporting to the Vice President of Customer Experience, this role will oversee the daily operations of our Clinical Liaison team - providing oversight to a team of managers and field based Clinical Liaisons. The Director will support strategic initiatives while ensuring smooth execution of core services, customer journey optimization, and continuous improvement efforts.

Key Responsibilities

• Lead, coach, and develop a team of customer experience managers, each overseeing approximately 10 team members.
• Execute and operationalize the customer experience strategy in alignment with the Vice President of Customer Experience - level priorities and company objectives.
• Monitor and optimize day-to-day operations, processes, and workflows to ensure high performance and service quality.
• Facilitate cross-functional collaboration with Sales, Marketing, Medical Affairs, and Operations to ensure integrated customer support.
• Oversee tactical execution of Voice of the Customer (VOC) programs and translate insights into actionable improvements.
• Track team performance through KPIs such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and case resolution metrics.
• Develop and refine SOPs, training, and service protocols to support team success and scalability.
• Serve as an advocate for customers and work collaboratively to resolve escalated issues and friction points.
• Provide data-driven reports and insights to executive leadership to support strategic planning and continuous improvement.
  
  

Qualifications

• Bachelor's degree (Nursing degree preferred)
  • Business, Life Sciences, or related field (MBA or advanced degree a plus). Healthcare or lifescience degree highly preferred.
• 10 +yrs of relevant work experience, with minimum of 5+ years of direct line management of a field team, preferably focused on Customer Experience or Health Outcomes in life science industry.
• Proven track record of managing and growing high-performing teams in dynamic, customer-facing environments.
• Data-driven mindset with the ability to execute strategy and refine systems for scale.
• Demonstrated success working cross-functionally in a matrixed organization.
• Excellent communication, organizational, and analytical skills.
• Expertise in customer service technologies and platforms (e.g., CRM systems, customer feedback tools). Salesforce experience is a plus.
• Knowledge of the healthcare ecosystem, including regulatory requirements and patient-centric approaches.
• Ability to thrive in a fast-paced, mission-driven environment.

Remote: US only roles

The anticipated base salary range plus incentive variable compensation in the United States is $146,000 to $190,000. The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and length of experience within the job, type and length of experience within the industry, education, etc. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units. CareDx is a multi-state employer, and this salary range may not reflect positions that work in other states.

Additional Details:

Every individual at CareDx has a direct impact on our collective mission to improve the lives of organ transplant patients worldwide. We believe in taking great care of our people, so they take even greater care of our patients.

Our competitive Total Rewards package includes:

• Competitive base salary and incentive compensation
• Health and welfare benefits including a gym reimbursement program
• 401(k) savings plan match
• Employee Stock Purchase Plan
• Pre-tax commuter benefits
• And more!

• Please refer to our page to view detailed benefits at https://caredx.com/company/careers/

In addition, we have a Living Donor Employee Recovery Policy that allows up to 30 days of paid leave annually to a full-time employee who makes the selfless act of donating an organ or bone marrow.

With products that are making a difference in the lives of transplant patients today and a promising pipeline for the future, it's an exciting time to be part of the CareDx team. Join us in partnering with transplant patients to transform our future together.

CareDx, Inc. is an Equal Opportunity Employer and participates in the E-Verify program.

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