Director of Customer Experience

Hazel Health & Little Otter have joined forces to deliver comprehensive services to the children and families we serve, learn more here.

We’re building the future of pediatric and family mental health care - delivering high-quality, evidence-based support to children and families at home, in schools, and in their communities. Following the merger of two leading digital mental health organizations, we are combining our strengths to expand access, improve outcomes, and redefine how families experience care.

Helping students and their families feel better takes a team of smart, dedicated people. As an integral member of the Hazel team, you will

• Make an Impact: Work with a team that is increasing equitable access to quality health care experiences for students and their families.
• Enable Scale: Work with a team that is building and professionalizing a high growth high impact social enterprise.
• Feel Valued: Work with a team that is being compensated competitively, developed professionally, and celebrated frequently for making a meaningful difference.

Check us out at Hazel Health Careers. 

The Role:

We’re looking for a Director of Customer Experience who will lead our customer-facing operations within the Care Delivery organization. This leader will oversee multiple teams that serve as the front line for families, schools, and partners - spanning enrollment, family support, school partnership support, and ongoing success in care.

As the company integrates two legacy teams and systems, this role will play a critical part in unifying our customer experience ethos, optimizing people, processes, and platforms, and ensuring our operational model scales with both compassion and efficiency.

You will lead and develop managers and teams responsible for:

• Supporting families as they begin and continue their care journey
• Partnering with schools and community organizations who refer families into care
• Managing inbound and outbound communication for enrollment and engagement
• Tracking outcomes and satisfaction to continuously improve the experience

Location: Remote

What You’ll Do:

Strategic Leadership:

• Define and operationalize a unified vision for Customer Experience across the merged organization.
• Align teams and workflows to deliver a consistent, empathetic, and effective experience for families and partners.

Operational Integration & Optimization:

• Assess current customer operations (structure, technology, and workflows) and identify opportunities for integration, efficiency, and scale.
• Partner with Clinical Operations, Product, and Data teams to improve tooling and automate core workflows where appropriate.
• Oversee development and monitoring of KPIs across response time, satisfaction, conversion, and retention.

Team Leadership & Development:

• Lead a multi-layered organization including Managers and frontline staff.
• Foster a high-performing, mission-driven culture rooted in empathy, accountability, and continuous improvement.
• Develop clear role expectations and career growth pathways across teams.

Cross-Functional Collaboration:

• Serve as the operational voice of the customer in leadership discussions.
• Collaborate closely with Product and Account Management teams to align priorities and resource allocation.
• Partner with Clinical Operations to ensure smooth handoffs and capacity alignment.

Customer Voice & Experience Design:

• Champion the needs of families and schools across all touchpoints - from referral to care engagement, to graduation from care.
• Lead initiatives to measure and enhance satisfaction, trust, and retention among families and referral partners.
• Ensure the customer ethos remains human-centered as we scale quickly.

What Excites Us:

• 10+ years of experience in Customer Experience, Operations, or Care Delivery at a fast-paced start-up or high-growth organization
• Bonus: you have demonstrated success leading multi-functional customer-facing