Domain: Digital Health

‍Department: Patient Experience

‍Reports to: VP Patient Experience

‍Location: USA / Canada (EST time zone)

‍Type: Full-time

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We are a growing digital health startup developing hybrid drugs, combining pharmaceutical innovation and digital technology to improve patient outcomes.

Our solutions operate in a regulated, quality-driven environment where safety, accountability, and precision matter. At the same time, we are a small, ambitious team building meaningful technology with real-world impact.

We are looking for candidates who view this role as a long-term opportunity to build and grow a critical function within digital health. Because our products directly impact patient care, this role requires strong judgment, attention to detail, and a high sense of responsibility.

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What You’ll Do

Own and Deliver Patient Support Operations

• Serve as a primary point of contact for user support in early-stage operations
• Ensure timely, accurate, and empathetic communication with users, maintaining a high-quality patient experience
• Maintain high standards of documentation, quality, and patient safety across all interactions
• Oversee structured intake, classification, and handling of support requests, including potential safety-related issues
• Own support operations performance across all tiers (Tier 1, Tier 2, and Tier 3), including response and resolution times
• Ensure effective coordination and alignment of support and escalation activities across all tiers
• Establish and maintain user communication standards to ensure consistency, clarity, and quality across all interactions
• Ensure proper handling and escalation of critical or safety-related issues in accordance with defined processes
• Oversee the completion of root cause analysis (RCA) for Severity 1 or high-impact issues and ensure timely delivery to internal stakeholders and external partners
• Prepare and coordinate periodic internal and partner-facing reports on support performance, trends, and key issues

Build and Scale the Patient Experience Function

• Design and implement scalable support processes, workflows, and escalation models
• Define and monitor SLAs and operational performance metrics
• Establish best practices for documentation, complaint handling, and case management
• Prepare the support function for growth across multiple products, programs, and increasing user volumes
• Support the introduction of additional support channels (phone, live chat, AI-assisted tools) and evolving operational needs

Lead Cross-Functional Collaboration and Team Growth

• Work closely with Product, Engineering, Clinical, and Regulatory teams to ensure effective issue resolution and alignment
• Act as a bridge between user experience and internal stakeholders
• Define hiring needs and build the Patient Experience team over time
• Recruit, onboard, and manage support specialists
• Establish team processes, training frameworks, and quality standards

Who We’re Looking For

We operate in a high-accountability environment where precision, ownership, sound judgment, and follow-through are essential.

We are looking for a hands-on leader who is comfortable operating at both strategic and execution levels and is motivated to build and scale patient experience operations in a digital health environment.

Required

• Experience leading or owning support, operations, or customer/patient experience functions
• Strong experience working in structured, process-driven environments
• Excellent written and verbal communication skills in English
• Demonstrated ability to design, implement, and improve operational processes
• Strong judgment and decision-making skills, particularly in complex or ambiguous situations
• Experience building and leading support, operations, or customer experience teams
• Ability and willingness to operate hands-on in early-stage environments while building and scaling support operations

Preferred

• Experience in digital health, healthcare, medical device, or other regulated environments
• Familiarity with complaint handling, quality systems, or structured escalation workflows
• Experience with support platforms (e.g., Zendesk) and issue tracking tools (e.g., Jira)
• Experience scaling support operations in a startup or high-growth environment
• Exposure to patient-facing or clinical workflows

Who Will Thrive Here

• Structured and detail-oriented
• Service-minded, patient, and empathetic
• Strong ownership mindset
• Comfortable balancing execution and strategy
• Calm and thoughtful under pressure
• Motivated by meaningful healthcare impact
• Excited to build and grow within a small, fast-moving startup

Growth & Opportunity

This role offers the opportunity to:

• Build and own the Patient Experience function from an early stage
• Shape support operations across multiple digital health programs
• Work at the intersection of technology, pharmaceuticals, and patient care
• Build and lead a team as the organization scales

Make sure to include “Senior Manager of Patient Experience” in the subject line.

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