Director, Patient Success & Contact Center Operations

In the U.S., 60% of adults – more than 133 million people – live with at least one chronic condition. These patients need frequent, proactive support to stay healthy, yet our care system isn’t built for that level of attention. With rising clinician shortages, strained infrastructure, and reactive care models, patients too often end up in the ER or the hospital when those outcomes could have been prevented.

At Cadence, we’re building a better system. Our mission is to deliver proactive care to one million seniors by 2030. Our technology and clinical care team extend the reach of primary care providers and support patients every day at home. In partnership with leading health systems, Cadence consistently monitors tens of thousands of patients to improve outcomes, reduce costs, and help patients live longer, healthier lives.

The Cadence Health team seeks a Patient Success Director to scale a customer service strategy that delivers a world-class, AI-enabled experience for patients and clients. 

WHAT YOU’LL DO:

• Provide day-to-day operational leadership to a multidisciplinary customer service organization, ensuring efficient execution of all service activities and consistently high performance.
• Develop and execute a comprehensive customer service strategy that delivers a world-class, AI-enabled experience for patients and clients.
• Define, optimize, and scale call center operations, including capacity planning, workforce utilization, performance management, and team efficiency.
• Oversee the implementation, optimization, and ongoing management of key systems and tools, including CRM, ticketing platforms, and workforce management solutions.
• Drive continuous improvement by applying industry best practices, data-driven insights, and emerging technologies in call center operations and patient engagement.
• Design and implement employee engagement and development strategies that enhance performance, satisfaction, and retention, while fostering a culture of continuous learning and accountability.

WHAT YOU’LL NEED:

• 10+ years of experience in customer service, contact center, or operations leadership, with at least 5 years in a senior leadership role.
• Proven experience leading large-scale, multi-channel customer service or call center operations, preferably in healthcare or health tech.
• Prior experience developing a BPO strategy and overseeing vendor management for a customer service center.
  High level of accountability, attention to detail, and commitment to delivering results.
• Experience driving change management initiatives and leading teams through growth and transformation.
• Excellent analytical, communication, and stakeholder management skills, with the ability to influence at the executive level.

WHO WE ARE:

Cadence Health was built around a simple promise: patients always come first. Our technology-enabled remote care model pairs continuous health insights with a highly skilled clinical Care Team, empowering seniors to stay healthier, avoid complications, and live more independent, fulfilling lives, all without the limits of a traditional office visit.

Your expertise is the heart of our system.

Nurse practitioners, registered nurses, medical assistants, patient-success coordinators, and other frontline clinicians are the face and beating heart of Cadence. You’ll bring warmth, clinical precision, and the empathy that turns a virtual touchpoint into a human connection. Every chat, phone call, and care plan you deliver shapes how patients experience “what healthcare should be.”

A modern toolkit to practice top-of-license care

We’ve replaced reactive visits with real-time data, intelligent workflows, and seamless collaboration tools. That means you can spend less time on busywork and more time practicing at the top of your license, coaching patients, spotting risks early, and coordinating with physicians to keep care proactive and personal.

Thriving in a fast-moving, mission-driven culture.

Change excites us. Innovation fuels us. If you’re energized by technology, eager to re-imagine care delivery, and motivated to improve outcomes for both patients and the providers who serve them, you’ll feel at home here. We invest in continuous learning, clinical mentorship, and transparent growth paths so you can advance your skills while making a measurable impact every day.

Join us in redefining healthy aging.

If you’re passionate about compassionate care and ready to transform how seniors across the country manage chronic conditions, recover after hospitalization, and age with confidence, let’s talk. Together, we’ll build a future where exceptional care is consistent