VP, Customer Experience

Hims & Hers is the leading health and wellness platform, on a mission to help the world feel great through the power of better health. We are redefining healthcare by putting the customer first and delivering access to care that is affordable, accessible, and personal, from diagnosis to treatment to delivery. No two people are the same, so we provide access to personalized care designed for results. By normalizing health & wellness challenges and innovating on their solutions, we’re making better health outcomes easier to achieve. 

Hims & Hers is a public company, traded on the NYSE under the ticker symbol “HIMS.” To learn more about the brand and offerings, you can visit hims.com/about and hims.com/how-it-works . For information on the company’s outstanding benefits, culture, and its talent-first flexible/remote work approach, see below and visit www.hims.com/careers-professionals.

About the Role:

Hims & Hers Health, Inc. is redefining the future of healthcare through accessible, high-quality telehealth solutions. We are looking for a strategic and visionary Vice President of Customer Experience to lead our growing customer support organization. This role is instrumental in shaping how millions of customers interact with our brand, ensuring a seamless, empathetic, and efficient experience across every touchpoint.

As VP, Customer Experience, you will oversee a dynamic, global team, managing internal and outsourced partners to deliver world-class service across channels. You will play a key role in scaling operations, evolving our workforce management strategy, and optimizing BPO relationships to meet customer expectations while driving business outcomes.

This is a high-impact leadership position that demands a unique mix of operational rigor, technology acumen, customer obsession, and people-first values.

You Will:

• Lead and scale a world-class customer experience organization, owning end-to-end delivery of omnichannel support operations that consistently meet or exceed KPIs such as CSAT, NPS, resolution time, and cost efficiency.

• Build and operationalize a robust workforce management strategy by overseeing accurate forecasting, capacity planning, real-time management, and scheduling processes that ensure optimal staffing and service levels across all contact channels.

• Direct the execution and growth of our global BPO operations, managing partner performance against clearly defined SLAs, driving alignment with our quality standards, and optimizing cost while expanding international coverage and capabilities.

• Advocate for the voice of the customer, capturing and synthesizing feedback from all engagement channels to inform customer-centric product improvements and strategic initiatives across the business.

• Evaluate and enhance the customer experience technology stack, including CRM systems, helpdesk platforms, AI tools, and analytics solutions to ensure maximum efficiency, scalability, and ease of use for both customers and support agents.

• Collaborate cross-functionally with Product, Engineering, Growth, Legal, and Operations to develop and align on a holistic customer experience vision, ensuring seamless service integration throughout the user journey.

• Foster a high-performance culture by recruiting, developing, and mentoring top talent, cultivating a globally distributed team that embraces ownership, transparency, and continuous learning.

• Continuously identify and integrate innovative service models, technologies, and process improvements to future-proof the customer experience and differentiate Hims & Hers in the digital health space.

You Have:

• 12+ years of experience in Customer Experience, Operations, or Support leadership roles, including at least 5+ years at the executive level in a high-growth, digital-first company.

• Demonstrated success leading and scaling large global customer support teams, including oversight of Workforce Management and outsourced BPO operations in multiple regions.

• Deep expertise in customer support metrics, WFM planning tools (e.g., NICE, Verint, Teleopti), and operational analytics.

• Experience managing large BPO contracts and vendor performance in line with customer satisfaction, quality assurance, and budget targets.

• Proven track record of improving customer satisfaction and loyalty through transformational initiatives.

• Analytical, data-driven decision-maker with strong