Director of Patient Experience & Quality
Remote · Austin, Texas, United States
Job Summary
Director of Patient Experience & Quality: Own end-to-end QA of the patient lifecycle, design and execute a mystery shopping program, build a real-time Patient Experience Scorecard, establish patient experience standards, and partner across Lifecycle, Product, CX, Creative, and Clinical to surface and fix gaps. You will champion the patient voice in cross-functional meetings, audit onboarding and communications, identify compliance risks in patient-facing materials in partnership with Legal and Clinical, and benchmark Rugiet’s experience against best-in-class DTC brands. The role emphasizes Four Seasons-level care across email, SMS, push, app, checkout, packaging, and support, with responsibilities including maintaining living audits, scoring touchpoints, and driving improvements to impact retention, LTV, and brand reputation. Bonus points for telemedicine, HIPAA-compliant communications, CRM platforms experience, and experience building CX rubrics and experience standards documentation. Includes a plan for a 30/60/90-day rollout and measurable lift in NPS and refill rate. Competitive salary, equity, health benefits, 401(k), generous PTO, and remote flexibility.
Required Qualifications
- 5+ years in customer experience, CX strategy, quality assurance, or patient experience — ideally in a DTC, subscription, or healthcare context
- An almost pathological attention to detail — you notice the typo, the awkward pause, the email that arrived at the wrong time, and the checkout step that felt one click too long
- Proven experience building or managing QA frameworks for customer-facing products or communications
- Strong cross-functional instincts — you know how to raise a problem without pointing fingers and drive a fix without owning the roadmap
- Comfort with data — you can pull NPS trends, read a churn cohort, and connect experience observations to business outcomes
- Experience with or deep appreciation for premium consumer brands where the experience itself is the product (hospitality, luxury, or premium DTC)
- Excellent written communication — you will be reviewing copy daily and your feedback needs to be precise, constructive, and fast
- Self-directed and proactive — you don't wait to be asked, you find the problem first
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