Director, Customer Experience

Synapse Health | Who We Are

With the collective efforts of our epic team members, we’re trailblazing a new path in the DME industry. Synapse Health was founded in 2016 with a goal to fix the fractured DME ecosystem and completely transform the industry. Built on decades of industry and leadership experience, we’ve launched tech-based solutions that eliminate age-old DME headaches, resulting in a seamless experience for all. We are proud to offer work that matters, on a mission that matters. 

Intrigued? Learn more at SynapseHealth.com and on Synapse Health’s LinkedIn Page.

What We Need

The Director, Customer Experience will lead and drive Synapse Health’s strategy to create a world-class customer journey. This role is responsible for shaping and optimizing the customer experience across all touchpoints, ensuring a seamless, efficient, and compassionate interaction for patients and partners. As the strategic leader, you will oversee the development and execution of initiatives that enhance satisfaction, engagement, and service excellence. 

This role will collaborate cross-functionally with internal teams, external vendors, and key stakeholders to improve processes, streamline communications, and deliver an exceptional end-to-end experience. The Director, Customer Experience will focus on innovation, customer advocacy, and continuous improvement, ensuring Synapse Health sets the standard for excellence in the industry. 

What You Will Do

• Lead the Customer Experience strategy, ensuring a patient-first approach that enhances engagement, satisfaction, and loyalty. 
• Develop and implement initiatives that improve patient and provider interactions, leveraging data-driven insights to drive continuous improvement. 
• Collaborate with cross-functional teams including technology, operations, and vendor management to ensure seamless service delivery. 
• Act as the primary escalation contact for patient concerns, complex service issues, and vendor challenges, ensuring timely and effective resolution. 
• Oversee and analyze customer feedback and satisfaction metrics, using insights to enhance service quality and operational efficiencies. 
• Drive innovation by implementing new processes and technology solutions that elevate the customer experience and improve workflow efficiency. 
• Lead a team of customer experience professionals, providing mentorship, development, and performance management to cultivate a high-performing culture. 
• Optimize operational processes to enhance responsiveness and service excellence, ensuring Synapse Health remains a trusted partner in the DME space. 
• Monitor industry trends, regulatory changes, and best practices to proactively integrate improvements into the customer experience strategy. 
• Foster strong vendor relationships to maintain service excellence, negotiate service agreements, and resolve service challenges effectively. 

What You Need 

At Synapse Health we’ve intentionally built a culture of kindness, collaboration and creativity, and we consider those qualities to be table stakes for any new team member. In addition, this role requires:

• Start-up experience required: Demonstrated success in building and scaling customer experience initiatives in a fast-paced, start-up environment. 
• Omni-Channel implementation required. 
• Healthcare Experience required: In-depth understanding of the healthcare or durable medical equipment (DME) industry, with hands-on experience working within this space. 
• GENESYS experience required. 
• Experience with EMR/CRM Implementations. 
• Proven leadership experience in developing and managing high-performing teams focused on customer satisfaction and engagement. 
• Bachelor’s degree in a healthcare, business, or related field; Master’s degree preferred. 
• Strong analytical skills with the ability to interpret customer data, identify trends, and drive action based on insights. 
• Exceptional communication skills, with the ability to influence and collaborate across teams and with external partners. 
• Demonstrated ability to implement customer-centric initiatives, driving measurable improvements in experience and satisfaction. 
• Experience with CRM tools, patient engagement platforms, and technology-driven service solutions. 
• Strong project management skills with the ability to handle multiple initiatives simultaneously. 

 What Sets You Apart

• Customer Advocacy: Deep passion for customer satisfaction, with a track record of developing programs that enhance patient and provider experiences. 
• Strategic Vision: Ability to think long-term and design innovative solutions that elevate the overall service model. 
• Leadership Excellence: A leader who inspires, mentors, and empowers teams to reach their full potential. 
• Agility & Innovation: Comfortable working in a fast-paced, evolving environment while driving forward-thinking initiatives. 
• Commitment to Excellence: A relentless focus on operational improvements that create meaningful and lasting impacts. 

What Sets Us Apart

It’s no secret that most of us work to provide for ourselves and those we love, but just because we have to work, doesn’t mean we can’t enjoy it. In fact, at Synapse Health, we insist on it! We want our team members to thrive personally and professionally, which is why our benefits include: 

• Professional growth opportunities with compelling career paths
• Healthy work-life balance culture with paid time off (PTO)
• Medical, dental and vision insurance for full-time team members
• 401K savings plan with employer contribution match

Synapse Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Synapse Health, Inc will never request personal or sensitive information during the recruitment process. Please see our Careers Page for more information to protect yourself from scammers and to learn more about our recruitment process.