Senior Manager of Patient Experience
As we expand from an initial product to multiple programs and a growing user base, we are building a scalable, high-quality Patient Experience function. We are seeking a hands-on, Senior Manager of Patient Experience to lead and shape this function, owning support operations end-to-end while building the foundation for future team growth. This is a hands-on leadership role at an early stage. You will initially be deeply involved in day-to-day support operations, while designing processes, establishing standards, and preparing the organization for scale.
Domain: Digital Health
Department: Patient Experience
Reports to: VP Patient Experience
Location: USA / Canada (EST time zone)
Type: Full-time
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.
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.