Rectangle Health

Customer Support

• Hire and train all customer care and concierge team members to provide world class service.
• Lead execution of the end-to-end post-sale customer experience strategy in partnership with the COO.
• Own and scale all customer-facing support functions, including Customer Care, Concierge, Technical Support, QA/Training, and Retention.
• Establish and enforce the CX operating model, including SLAs, escalation frameworks, and service standards.
• Serve as a cross-functional partner, promoting a customer-centric approach across Sales, Product, Operations, and vendor interactions.
• Drive customer retention strategy, including SMB-focused initiatives, proactive outreach, and lifecycle engagement programs.
• Own the customer communication strategy across support functions to strengthen loyalty, transparency, and retention.
• Define, track, and ensure accountability for core CX KPIs, including retention, CSAT (≥90%), NPS (≥40), response/resolution time, and cost-to-serve.
• Lead data-driven improvements and operational efficiency, including CRM and telephony optimization, automation, and service scalability.
• Drive the future-state service model, including multi-channel support, knowledge management, workforce planning, and proactive engagement strategies.
• Own budgeting, capacity planning, and cost management for the CX organization.
• Act as the voice of the customer, influencing cross-functional priorities and product improvements.
• Build and lead a strong CX leadership team, fostering accountability, performance, and a customer-first culture.
• Provide regular updates on CX performance, risks, and initiatives in alignment with COO priorities.
• Lead a team of 4-6 direct reports, with responsibility for scaling multi-layer organization over time.

Vice President of Customer Experience

Program Manager

• Establish and lead the Program Management Office (PMO).
• Develop standards, governance, and reporting processes for enterprise initiatives.
• Build and maintain visibility into all significant cross-functional projects and programs.
• Ensure initiatives are aligned to company priorities and business objectives.
• Provide executive leadership with portfolio-level reporting and insights.
• Own the centralized intake process for strategic and cross-functional initiatives.
• Facilitate initiative review, prioritization, and resource planning.
• Assess organizational impact, dependencies, risks, and capacity requirements.
• Ensure initiatives have defined objectives, ownership, timelines, and expected outcomes.
• Identify competing priorities and recommend sequencing decisions.
• Coordinate initiatives spanning multiple departments and business functions.
• Ensure impacted stakeholders are identified and engaged throughout planning and execution.
• Monitor progress against milestones, deliverables, and commitments.
• Escalate risks, blockers, and dependency issues requiring executive intervention.
• Drive accountability and follow-through across workstreams.
• Maintain enterprise initiative dashboards and reporting.
• Provide regular updates to COO and other executive leadership on initiative progress, risks, and outcomes.
• Support Board reporting and strategic planning activities.
• Track initiative performance against expected business outcomes.
• Partner with COO to drive enterprise-wide operational improvement, strategic initiatives, and transformation efforts.
• Translate executive priorities into executable programs, workstream, and implementation plans.
• Support organizational effectiveness, process redesign, automation, scalability, and operational maturity initiatives.
• Identify cross-functional risks, dependencies, and opportunities for improvement.
• Track initiative outcomes and ensure expected business benefits are realized.
• Facilitate alignment across business functions while maintaining focus on enterprise priorities established by the COO.
• Drive accountability, execution discipline, and visibility across major company initiatives.
• Manage Project Managers and future PMO resources.
• Develop program management capabilities and best practices.
• Foster a culture of accountability, transparency, and execution excellence.

Vice President of Customer Experience

Senior Director of Program Management