Top 4855 Director of process improvement Jobs in New York State

Director of Customer Experience
LifeMD —New York, NY
- $170,000 - $200,000 a year
- Full-time
- Remote
- HIPAA
- Analysis skills
- Senior level
- AD&D insurance
- Paid holidays
Quick Apply
Speech Pathologist
Community Resources of Staten Island —Staten Island, NY
- $70,000 - $74,000 a year
- Full-time
- English
- Mid-level
- Preschool
Quick Apply
Director of Care Management, Nurse Practitioner (PICU Experience Required)
Blythedale Children's Hospital —Valhalla, NY
- $160,000 - $190,000 a year
- Full-time
- Nursing
- Writing skills
- Inpatient
- Health insurance
- Dental insurance
Special Instructor (SI) Educator - Early Intervention
Bloomer Health —Westchester County, NY
- Up to $74 an hour
- Choose your own hours
- Background check
- Teaching Certification
- Mid-level
- Commuter assistance
- Health insurance
Quick Apply
Clinical Fellow Speech-Language Pathologist / SLP (Early Intervention)
Bloomer Health —Westchester County, NY
- Up to $60 an hour
- Choose your own hours
- Background check
- Mid-level
- Master's degree
- Continuing education credits
- Commuter assistance
Quick Apply
COTA / Pediatric Certified Occupational Therapist Assistant ( Early Intervention )
Bloomer Health —Westchester County, NY
- Up to $71 an hour
- Choose your own hours
- Background check
- Experience working with children
- Children
- Commuter assistance
- Health insurance
Quick Apply
Director of Resident Health and Wellbeing
International House —New York, NY
- $70,000 - $75,000 a year
- Email
- 5 years
- Licensed Clinical Social Worker
- Residential
- 403(b) matching
- Health savings account
OT / Pediatric Occupational Therapist (Early Intervention)
Bloomer Health —Nassau County, NY
- Up to $88 an hour
- Choose your own hours
- Background check
- Mid-level
- Experience working with children
- Commuter assistance
- Health savings account
Quick Apply
Rehab PT Field Supervisor
Girling Health Care of New York —Brooklyn, NY
- $115,000 - $125,000 a year
- Full-time
- Management
- Mid-level
- Home Health
- Paid holidays
- Health insurance
Quick Apply
SLP / Pediatric Speech Therapist (Early Intervention)
Bloomer Health —Manhattan, NY
- Up to $91 an hour
- Part-time
- Background check
- Mid-level
- Master's degree
- Commuter assistance
- Health insurance
Quick Apply
OT / Pediatric Occupational Therapist (Early Intervention)
Bloomer Health —Westchester County, NY
- Up to $83 an hour
- Choose your own hours
- Background check
- Mid-level
- Experience working with children
- Commuter assistance
- Health insurance
Quick Apply
Clinic Director (Licensed Physical Therapist) - HSS Center of Excellence
Ivy Rehab Physical Therapy —Water Mill, NY
- $100,000 - $125,000 a year
- Full-time
- Physical & Rehabilitation Medicine
- Outpatient experience
- Clinic
- Continuing education credits
- Loan repayment program
Quick Apply
SLP / Pediatric Speech Therapist (Early Intervention)
Bloomer Health —Westchester County, NY
- Up to $83 an hour
- Choose your own hours
- Background check
- Mid-level
- Master's degree
- Commuter assistance
- Health insurance
Quick Apply
Nurse Practitioner Hospital Medicine - Full Time
Thompson Health —Canandaigua, NY
- $64 - $72 an hour
- Full-time
- Nursing
- Inpatient
- Mid-level
Quick Apply
Assistant Director of Nursing
Verrazano Nursing and Post-Acute Center —Staten Island, NY
- $118,300 - $136,500 a year
- Full-time
- Background check
- CPR Certification
- Nursing
- Health insurance
- Dental insurance
Quick Apply
Latin & Debate Teacher (2026-2027)
Classical Charter Schools —Bronx, NY
- $52,000 - $90,000 a year
- Full-time
- School experience
- Classroom
- Teaching Certification
- Disability insurance
- Health insurance
Quick Apply
RESTART Program Specialist/Clinician (LMSW, LMHC, MSW-LP, MHC-LP)
Family Services Inc. —Poughkeepsie, NY
- $34 an hour
- Full-time
- Spanish
- Master of Social Work
- Writing skills
- 403(b) matching
- AD&D insurance
6d
Psychiatric Mental Health Nurse Practitioner (PMHNP)
Family Services Inc. —Dutchess County, NY
- $150,000 - $175,000 a year
- Full-time
- Nursing
- Psychiatry
- Mid-level
- 403(b) matching
- AD&D insurance
Nurse Manager - Hematology/Oncology Clinic
Albany Med Health System —Glens Falls, NY
- $109,512.00 - $166,904.49 a year
- Full-time
- Nursing
- RN License
- Writing skills
- Tuition reimbursement
Program Director - Green Street Residential Reintegration Program
Helio Health —Syracuse, NY
- $70,000 - $75,000 a year
- Full-time
- Management
- Licensed Clinical Social Worker
- Residential
- Paid holidays
- Disability insurance

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Director of Customer Experience

LifeMD -
New York, NY

Quick Apply

Job Details

Full-time
$170,000 - $200,000 a year

Benefits

AD&D insurance
Paid holidays
Disability insurance
Health insurance
Dental insurance
Paid time off
Vision insurance
Life insurance
Retirement plan

Qualifications

AI chatbots
Performance dashboard reports
Dashboard development
Fiscal management
Program design
Program management
Customer retention strategy
Texting/chatbox tools
Team supervision
Managing teams in a customer support role
Tooling
Customer satisfaction tracking
Dashboard creation support
Frontline customer support management
Supplier relationship improvement
Quality assurance experience within IT
QA/QC
Vendor relationship management
Technology budget management
Leading team collaboration initiatives
Customer support
Budget management in healthcare
Churn analysis
AI-driven automation
Customer satisfaction improvement
Call center management
Cross-functional communication
Operational budget management
Quality assurance experience within healthcare

Full Job Description

About us

LifeMD is a leading provider of virtual primary care, telehealth, and specialized treatment programs serving hundreds of thousands of patients nationwide. Our vertically integrated platform combines 50-state licensed providers, in-house pharmacy and lab integrations, and proprietary technology that enables safe, high-quality, and affordable care.

At the heart of this transformation is our team of developers, engineers, and tech innovators building state-of-the-art systems that make healthcare smarter, faster, and more accessible. From architecting scalable backend systems to crafting intuitive user experiences, we are pushing boundaries every day.

Recognized as one of the fastest-growing healthcare tech companies (#166 on Deloitte Fast 500 in 2023), LifeMD is not just a healthcare company — it's a tech company revolutionizing healthcare.

About the role

LifeMD is seeking a strategic, data-obsessed Director of Customer Experience to lead and elevate our remote customer operations. This role sits at the intersection of technology, clinical empathy, and operational excellence. We are looking for someone who has built and continuously evolved high-performing, technology-enabled CX organizations; deploying AI voice and chat tools, engineering data-driven performance cultures, and creating differentiated, concierge-level experiences that drive loyalty and growth.

Reporting directly to the SVP of Operations & Patient Experience, you will translate the executive team’s vision and strategy into operational reality,surfacing the voice of the customer, driving measurable performance, and partnering cross-functionally to embed customer insights into decisions across the organization. If you thrive in fast-moving health tech environments and believe exceptional customer experience is a commercial advantage, we want to hear from you.

Responsibilities

Remote Contact Center Leadership

Lead, scale, and continuously optimize a remote contact center team across multiple channels (voice, chat, email, SMS). Setting KPIs, driving performance expectations, and driving continuous improvement.
Set and enforce service level standards, workforce management practices, scheduling, capacity models, and escalation protocols
Build a high-accountability, coaching-first culture across team leads and frontline agents

Customer Experience

Develop and maintain service blueprints and experience standards across contact and service touchpoints that transform support from a transactional function into a driver of loyalty and advocacy
Champion a culture of empathy, accountability, and customer-centricity across the entire CX organization

AI & Technology Integration

Own the performance of AI-powered support functions including AI voice (conversational IVR), chatbots, and agent-assist tools — monitoring deflection rates, containment quality, sentiment signals, and escalation patterns
Partner with Product and Engineering to evaluate, implement, and iterate on AI tooling that augments agent performance and improves resolution rates without sacrificing human connection
Ensure deep integration between CX technology and broader customer-facing platforms including EHR, CRM, and marketing automation systems
- Stay current on emerging customer support technologies and serve as the internal subject matter expert on responsible AI use within a healthcare context

Data-Driven Performance Management

Define, track, and improve core CX metrics: first contact resolution, average handle time, CSAT, NPS, escalation rate, AI containment rate, retention, and reactivation
Monitor NPS trends surfaced through the CX function and partner with the Manager of Patient Experience to close the loop on customer feedback and drive operational improvements
Build and maintain dashboards and reporting cadences that provide real-time operational visibility to your team and to the SVP
Conduct root cause analysis on performance gaps and translate findings into structured improvement plans
Synthesize customer insights, VOC data, and operational trends into clear, executive-ready briefings

Commercial Impact & Customer Lifecycle

Align CX operations with revenue and retention goals, connecting CSAT, NPS, and resolution metrics to commercial outcomes including retention, upsell conversion, and reactivation
Identify patterns in customer friction that represent risk to renewal, referral, or acquisition, and advocate for fixes cross-functionally
Support onboarding and activation workflows that reduce time-to-value; contribute to behavioral engagement and churn prediction strategies

Quality Assurance

Design and maintain a rigorous QA framework covering interaction quality, compliance, empathy standards, and clinical accuracy
Establish calibration processes across QA reviewers to ensure scoring consistency and fairness
Use QA insights to inform targeted coaching, training curricula, and process improvement

Budget Management

Manage the CX department budget within parameters, including headcount planning, vendor contracts, and technology spend
Identify cost optimization opportunities without compromising service quality or customer outcomes; present trade-off analyses and recommendations

Remote Transition & Operational Build-Out

Lead the operational transition to a fully remote customer service model, owning the end-to-end migration across people, process, technology, and compliance workstreams
Partner with HR, IT, Legal, and Operations to execute the transition with minimal disruption to the customer experience, establishing remote workforce policies and tooling standards
Use the transition as an opportunity to redesign foundational processes and eliminate legacy inefficiencies

Team Leadership & Development

Recruit, develop, and retain a high-performing team of managers, team leads, QA specialists, trainers, and agents
Build workforce planning, career pathing, and succession pipelines within the CX organization
Design the management rhythms, coaching frameworks, and recognition programs that attract and retain top talent in a fully remote environment

Cross-Functional Partnership & Internal Alignment

Serve as a key operational partner to the Manager of Patient Experience, ensuring alignment between customer-facing service operations and the broader patient experience program
Collaborate closely with the Manager of Patient Experience to align on messaging touchpoints, technology integrations, and shared data — recognizing that the customer journey spans both functions and requires active coordination to deliver a coherent experience
Support the SVP of Operations & Patient Experience in executing the overall CX vision, roadmap, and resource planning
Collaborate with Product, Clinical, Marketing, Sales, and Finance to embed the customer perspective in upstream decisions
Prepare structured insights, trend analyses, and investment recommendations for the SVP to carry into executive forums

Requirements

7+ years of progressive CX, contact center, or customer operations leadership experience, with direct people management responsibility

Demonstrated experience leading remote or distributed teams of 50 or more across multiple channels and functions
Hands-on experience implementing or managing AI/automation in a customer service context (chatbots, conversational IVR, agent-assist tools)
Strong analytical skills — comfortable building dashboards, interpreting performance data, and translating insights into operational action
Proven track record connecting CX performance to commercial outcomes including retention, reactivation, and revenue
Experience managing vendor relationships including BPO partners and technology providers
Experience building or maturing QA programs in a regulated or compliance-sensitive environment
Demonstrated ability to manage a department budget, including headcount, vendor, and technology spend

Preferred

Background in health tech, digital health, telehealth, or healthcare services
Familiarity with HIPAA requirements as they apply to CX operations, technology platforms, and data handling
Experience with platforms such as Salesforce Service Cloud, Zendesk, Five9, Genesys, or similar CRM/WFM tools
Exposure to customer and patient experience frameworks (e.g., service blueprinting, NPS program design, churn prediction models)
Background in a direct-to-consumer or subscription-based business where CX plays a direct role in lifetime value

Benefits

Health Care Plan (Medical, Dental & Vision)

Retirement Plans
Life Insurance (Basic, Voluntary & AD&D)
Flexible PTO Policy
Paid Holidays
Short Term Disability
Training & Development

Quick Apply

Refine Your Search

director of process improvement jobs in new york state

Director of Customer Experience

Speech Pathologist

Director of Care Management, Nurse Practitioner (PICU Experience Required)

Special Instructor (SI) Educator - Early Intervention

Clinical Fellow Speech-Language Pathologist / SLP (Early Intervention)

COTA / Pediatric Certified Occupational Therapist Assistant ( Early Intervention )

Director of Resident Health and Wellbeing

OT / Pediatric Occupational Therapist (Early Intervention)

Rehab PT Field Supervisor

SLP / Pediatric Speech Therapist (Early Intervention)

OT / Pediatric Occupational Therapist (Early Intervention)

Clinic Director (Licensed Physical Therapist) - HSS Center of Excellence

SLP / Pediatric Speech Therapist (Early Intervention)

Nurse Practitioner Hospital Medicine - Full Time

Assistant Director of Nursing

Latin & Debate Teacher (2026-2027)

RESTART Program Specialist/Clinician (LMSW, LMHC, MSW-LP, MHC-LP)

Psychiatric Mental Health Nurse Practitioner (PMHNP)

Nurse Manager - Hematology/Oncology Clinic

Program Director - Green Street Residential Reintegration Program

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