Customer Experience Manager

Customer Experience Manager

Nourish is on a mission to improve people's health by making it easy to eat well. Nutrition-related chronic disease is the largest and most overlooked crisis in the world. Food can be medicine : working with a Registered Dietitian is one of the most effective interventions available, but less than 1% of eligible Americans use their covered benefits. Nourish is building an AI-native, patient-friendly healthcare system centered on nutrition that improves outcomes, lowers costs, and helps people live healthier, longer lives. We launched three years ago, are live in all 50 states, and already have thousands of dietitians and hundreds of thousands of patients on the platform. We are growing quickly, have partnered with national health insurance companies and provider groups, and have raised $115M from top-tier VCs including JP Morgan Growth Equity, Thrive Capital, Index Ventures, Y Combinator, Maverick Ventures, Box Group, Atomico, G Squared, and Pinegrove Venture Partners. Our angel investors include world-class healthcare founders from Oscar, Rightway Health, Headway, Spring Health, and Alto Pharmacy, as well as soccer star Alex Morgan and the founders from Olipop and Notion.

About the Role

As the Customer Experience Manager at Nourish, you'll lead the charge in building and scaling a high-performing CX team at one of the fastest-growing healthcare start-ups. You'll help design and manage CX team performance and operational workflows - ensuring that every process not only drives operational excellence, but also delivers a best-in-class patient and provider experience.

You'll be at the forefront of innovation in healthcare operations, leveraging AI and technology to streamline workflows, and support Nourish's unique care model. Your work will directly shape how our CX function supports business growth, new product launches, and the future of the company.

This is a highly cross-functional role that sits at the intersection of operations, and the dietitian and patient experience. You'll manage and develop a team of CX Associates, collaborate with teams across Product & Engineering, Revenue Cycle Management and Provider Operations. You'll collaborate with external vendors and BPO partners, and lead critical operational projects from ideation to execution. This role reports directly to the Head of CX and will have a significant hand in shaping the success of CX at Nourish.

This is a full-time role. We prefer NYC-based candidates who can work from our Flatiron office 12 days per week, with some remote flexibility, but we're also open to fully remote candidates if it's the right fit.

Key Responsibilities :

• Manage and lead a team of CX Associates, providing ongoing performance feedback, coaching, and career development.
• Oversee day-to-day CX operations, ensuring workflows are executed with a high degree of accuracy and efficiency with a focus on putting patients and dietitians first.
• Lead hiring, onboarding, and training initiatives to scale the CX Associate team.
• Continuously identify and implement workflow optimizations to improve SLAs, CSAT and handle times.
• Act as a cross-functional liaison between RCM, Product, Provider Operations, and external vendors and BPOs
• Ensure smooth operational launches for new business lines.
• Own and drive ad-hoc operational projects to support business growth and process improvement.
• Develop and manage key performance metrics to track team productivity and workflow success.

We'd Love to Hear From You If :

Please note that you must be legally authorized to work in the U.S. for this position.