Sr. Director, Care 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:

As the Senior Director of Care Experience, you will lead the strategic vision and operational execution for delivering exceptional end-to-end experiences for our patients, members, and care teams. You will play a pivotal role in shaping how our healthcare services are delivered, ensuring that compassion, personalization, and operational excellence are at the forefront of every interaction. Reporting to executive leadership, you’ll champion a culture of continuous improvement and empathetic care delivery while working cross-functionally with Product, Clinical, Engineering, Marketing, and Operations teams.

This role demands a high level of strategic thinking, a customer-first mindset, and a strong grasp of healthcare systems and care delivery models. You will also serve as a thought leader in care innovation, leveraging data, insights, and customer feedback to drive initiatives that improve satisfaction, efficiency, and quality across all touchpoints.

You Will:

• Develop and lead the long-term strategy for patient and provider experience, aligning with broader company goals.

• Own and refine the care journey across all channels, including telehealth, customer support, care team interactions, and digital self-service.

• Partner with Product, Engineering, and Clinical leaders to build tools and workflows that support frictionless and scalable care delivery.

• Build and lead a high-performing, multidisciplinary team of care experience, service design, and operations professionals.
  Define and monitor KPIs related to experience, including NPS, CSAT, engagement, resolution times, and quality of care.

• Identify systemic pain points in the patient journey using qualitative and quantitative insights, and lead cross-functional initiatives to resolve them.

• Serve as the voice of the patient and care team in leadership meetings and strategy discussions.

• Lead initiatives focused on equity, inclusivity, and culturally competent care.

• Cultivate a feedback-driven culture where patient voices are integrated into process and product development.

• Champion innovation in digital health, including new approaches to personalized care, remote monitoring, and patient engagement.

You Have:

• 10+ years of experience in healthcare, care operations, patient experience, or service design, with at least 5 years in a senior leadership role.

• Bachelor's degree required; advanced degree (MBA, MHA, MPH, or similar) preferred.

• Deep knowledge of care delivery, especially in digital health, telemedicine, or hybrid models.

• Proven success building and leading large cross-functional teams and initiatives.

• Strong strategic and analytical thinking skills; ability to distill complex problems into clear plans of action.

• Exceptional interpersonal and communication skills, with the ability to influence at all levels of the organization.

• Experience working with data and insights to drive decision-making.

• Passion for delivering human-centered, equitable, and high-quality care.

Our Benefits (there are more but here are some highlights):

• Competitive salary & equity compensation for full-time roles

• Unlimited PTO, company holidays, and quarterly mental health days

• Comprehensive health benefits including medical, dental & vision, and parental leave

• Employee Stock Purchase Program (ESPP)

• 401k benefits with employer mat