POSITION SUMMARY:
Reporting to Notal Vision’s Vice President of Strategy & Operations, the Senior Director of Customer Relations and Experience is a transformative leader responsible for unifying and scaling Notal Vision’s customer facing functions, including onboarding, support, retention and success. This role plays a vital role in leading teams across patient services, customer engagement and call center operations to create a cohesive and elevated experience across every stage of the customer lifecycle/patient journey.
This role will champion a vision of customer obsession, guiding strategic programs that drive patient loyalty, patient satisfaction, and measurable business outcomes. Leveraging AI and Generative AI technologies, you will modernize the customer experience with automation, personalization, and initiative-taking service strategies, all while fostering a human-first, empathy-driven team culture.
ROLE AND RESPONSIBILITIES:
Lead and Inspire:
Design and Scale:
Drive Cross Functional Impact
Operational Success Programs
AI and Emerging Technology Leadership
EXPERIENCE AND EDUCATION REQUIREMENTS:
KEY SKILLS / ABILITIES/ TRAITS
Ideal Candidate Profile
You are a strategic thinker and a hands-on leader. You can toggle between vision-setting and execution with
ease, influencing internal and external stakeholders alike. You thrive in dynamic environments and know how
to harness the power of AI without losing sight of human connection. You inspire cross-functional teams to
move with purpose, always putting customers at the center of innovation.
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