Job Title

About Us PurposeMed is a Canadian-founded healthtech company established in 2019 with a mission to improve access to complex care for underserved communities. We''''ve combined our clinical roots with a drive to scale, and now our exceptional team provides specialized care to thousands of patients every month. PurposeMed consists of three complex care business units: Freddie, Frida, and Foria, and partners with Affimring Care Pharmacy. Freddie improves sexual health through education, prevention, and treatment with a focus on the LGBTQ2S+ community. As the #1 rated PrEP provider in North America, were proudly dismantling barriers to sexual healthcare for patients across both Canada and the USA. Frida transforms the lives of patients through easier access to adult ADHD diagnosis and fast, affordable treatment. Foria provides trans, non-binary, and genderdiverse Canadians with specialized, genderaffirming healthcare. Affirming Care Pharmacy provides discreet, specialty prescription delivery across North America. Operating from Calgary, Mississauga, Toronto, and San Antonio, they provide our patients with an integrated, endtoend healthcare experience. We are proud to be ranked #2 on Deloittes 2024 list of Canadas 50 fastestgrowing tech companies and recognized as one of Canadas Most Admired Corporate Cultures for two consecutive years. Driven by a strong mission, our team is passionate about making healthcare accessible to those who need it mostand we make sure to have fun along the way! Permanent, fulltime opportunity Location Remote (Canada) Though we have an office based in Calgary, this is a remote position that is open to candidates across Canada. PurposeMeds office is located on the unceded and traditional territories of the peoples of the Treaty7 region which includes the nations of the Siksika, the Piikani, the Kainai, the ethka Stoney Nakoda which consists of the Chiniki, Bearspaw, and Good Stoney Bands, as well as the people of the Tsuutina First Nation. The city of Calgary is also homeland to the historic Northwest Mtis and to the Otipemisiwak Mtis government, Mtis Nation Battle River Territory, Nose Hill Mtis District5 and Elbow Mtis District6. Who we hope to find At PurposeMed, we believe healthcare should feel human, even at scale. Were looking for a Director of Customer Experience to lead our patient support and success teams into our next chapter of growth. Reporting to our VP of Operations, this role will lead the frontline for both Freddie and Frida, ensuring our ''''11/10 experience'''' is backed by seamless, scalable systems. Were looking for someone who can navigate the nuances of sexual health, HIV prevention and treatment, and mental health care while optimizing the systems behind the scenes. Someone who can coach teams to excellence, turn patient feedback into a strategic roadmap, and ensure that our care remains personal, proactive, and affirming. As the landscape of customer care changes in a world of AI and automation, were looking for a leader who can help us navigate this evolution in a thoughtful, humancentred way. Your mission is to ensure our patients always feel seen and heardnever like a case number. In this role, youll make an impact by: Building a Culture of Care & Excellence through Team Development Coaching and developing our support and success Team Leads and an Operations Specialist to balance highvolume support and SLA adherence with deep empathy. Defining and refining systems of performance accountability, including KPIs that balance service excellence, efficiency and cost control. Empowering teams to navigate the everchanging scaleup environment with a growthfocused mindset. Regularly engaging directly with patients to keep your finger on the pulse, and acting as the final point of escalation for complex issues. Serving as the Voice of the Patient to the Senior Leadership Team to ensure their experience is consistently represented in business decision making. Scaling our Patient Experience through Technology Building the CX roadmap for new services we launch to ensure our patient support systems evolve as fast as our clinical care, in collaboration with crossfunctional teams. Analyzing ticket volumes and patient support trends to identify AI solutions, automation opportunities and process improvements that enable efficient scaling, while simultaneously working to address the reasons patients reach out for support. Partnering with the CX Operations Specialist to optimise our tech stack (Zendesk, Zoho, Zapier, Slack) and deliver continuous improvements for our team and patients. Driving the strategy for CX knowledge management and internal documentation to ensure organisational context is preserved and accessible; ensuring this is seamlessly integrated with all patientfacing teams. Championing the business case for technical CX upgrades by quantifying the impact on patient loyalty and clinical outcomes. Keeping current with CX service and tooling best practices (including evolving applications of AI) to advocate for a bestinclass support offering to patients. Championing LongTerm Patient Success Scaling our Patient Success function to improve clinical adherence and patient retention. Collaborating with crossfunctional partners to design interventions at known dropoff points to ensure patients remain on their journey for as long as clinically indicated. Leveraging patient data to reduce barriers to refills and activation, deepening longterm loyalty and trust through targeted, hightouch outreach. We need someone who has 5+ years of experience leading CX, Support, or Success teams in a fastpaced, scaleup environment. A track record of delivering results with a peoplefirst approach; coaching Managers and/or Team Leads to deliver excellence at the frontline. A deep respect for customer insights and leverages feedback to build and advocate for product and service improvements that retain customers for the longterm. Proven ability to develop support systems and processes that integrate seamlessly into the patient journey without losing sight of the human at the other end. Comfort navigating and optimising CRM tools (Zendesk experience is a major asset), including designing workflows and building management reporting. A ''''scrappy but scalable'''' mindset, with a history of delivering big results even when resources are lean. A belief in deeply understanding how their teams work and a willingness to partner alongside their team members to get stuck in and solve problems together. Exceptional communication skills and the ability to move from highlevel strategy to the details of a process. It would also be great if you have Delivered AI workflow or support innovations that have unlocked scalability while ensuring a humancentred experience remains at the heart of customer support. Experience working in healthcare or another regulated industry. Familiarity with healthcare compliance and data privacy (PHIPA, HIPAA, or PIPEDA). Experience managing external vendors to ensure our software and service commitments are consistently upheld. Compensation $140,000 $170,000CAD a year. Earn stock options through our Equity Incentive Planconnect your efforts to PurposeMeds growth as we work together to improve the lives of our patients across North America. The compensation listed above refers to a yearly base salary that may vary depending on a candidates relevant qualifications, knowledge, competencies and work experience, and other factors including market conditions. Base pay is just one aspect of our total rewards at PurposeMedsee our other exciting benefits below! Do you think you could be our next Director of Client Experience? We look forward to seeing your application! Why you should join us Be part of a team of great people who dont take themselves too seriously. While were serious about the problems we solve, we believe in having fun along the way. Make an impact, every single day. Were providing compassionate, affirming care to many people who have never received the proper support before. Be confident in bringing your whole self to work. Inclusivity is core to how we take care of our patients, our teammates, and ourselves. We create spaces that are safe and affirming. What were offering (based on fulltime, permanent roles in Canada) Work/life flexibility and time off Work flexibly within a team thats remotefriendly; we believe that work should fit around your life. 20 vacation days and a team that will remind you to use them! Annual winter break closure. Care for your physical and mental health Extended medical, dental, and vision care starting on your first day of work. 8 wellness days. $500 health and wellness spending account. $2,000 mental health coverage with additional free online counselling through Inkblot Therapy and FeelingBetterNow mental health assessments. $20,000 of lifetime coverage for genderaffirming care and procedures. Investment in your learning and growth $500 learning fund to use towards courses and other professional development. Our unique People Potential program, in which youll partner with your manager to identify opportunities to grow and achieve your full potential. Family care $3,400 lifetime coverage for fertility drugs. Parental leave program for birthing and nonbirthing parentsyour choice of: Short term: 4 weeks off to use flexibly in your first year of parenting. Longterm: 13 weeks EI topup. Eligible team members and their dependents** also receive nocost access to PurposeMeds services: Freddie: PrEP assessment and followup appointments. Frida: ADHD assessment. Foria: Genderaffirming care services. PurposeMed is committed to being an equalopportunity employer, and we highly encourage those from excluded and marginalized communities to apply. This includes groups such as (but not limited to): Indigenous, Black, and racialised communities, trans and nonbinary, LGBTQ2S+, disabled, and HIVpositive people. You dont have to check every single box above. If the job description gets you excited and you think you could contribute your expertise to our team, we hope youll apply! Most of our roles are performed virtually from home across Canada and the USA. Team members working onsite at Affimring Care pharmacies do need to be physically present. Permanent team members (employees) and their dependents are eligible, however, the person receiving the assessment must live in a province or state in which Freddie, Frida, or Foria operates, and be over the age of 18. Additional restrictions apply. #J-18808-Ljbffr