Teams at Health-E Commerce

Leads Patiently’s customer experience function, managing frontline support performance, staffing, service levels, quality assurance, training, coaching, and escalations. Partners cross-functionally with clinical, pharmacy, product, engineering, marketing, compliance, and vendors to resolve issues and improve patient experiences. Uses support metrics and customer insights to identify root causes, improve workflows, maintain documentation, and scale CX operations.

Develop and maintain Salesforce Commerce Cloud ecommerce websites, integrations, feeds, and platform features. Design architecture, troubleshoot performance and caching, manage domains and repositories, ensure platform compliance, mitigate project risks, and optimize site infrastructure. Collaborate with agencies and cross-functional teams while developing and mentoring junior engineers.

Lead strategy and roadmap for two major ecommerce storefronts and a virtual care business. Own experimentation, personalization, conversion, contribution per session, checkout and mobile improvements, site operations, merchandising quality, and engineering prioritization. Manage a team of eight, develop managers, represent performance to executives, and establish an evidence-based product practice that improves measurable commercial outcomes.