Senior Manager, Customer Experience

As the Senior Manager, Customer Experience at Nourish, you’ll lead the charge in building and scaling a high-performing CX team at one of the fastest-growing healthcare start-ups. You’ll help design and manage CX team performance and operational workflows - ensuring that every process not only drives operational excellence, but also delivers a best-in-class patient and provider experience.

You’ll be at the forefront of innovation in healthcare operations, leveraging AI and technology to streamline workflows, and support Nourish’s unique care model. Your work will directly shape how our CX function supports business growth, new product launches, and the future of the company.

This is a highly cross-functional role that sits at the intersection of operations, and the dietitian and patient experience. You’ll manage and develop a team of CX Associates, collaborate with teams across Product & Engineering, Revenue Cycle Management and Provider Operations. You’ll collaborate with external vendors and BPO partners, and lead critical operational projects from ideation to execution. This role reports directly to the Head of CX and will have a significant hand in shaping the success of CX at Nourish.

This is a full-time role. We prefer NYC-based candidates who can work from our Flatiron office 1–2 days per week, with some remote flexibility, but we’re also open to fully remote candidates if it’s the right fit.

• Manage and lead a team of CX Associates, providing ongoing performance feedback, coaching, and career development.
• Oversee day-to-day CX operations, ensuring workflows are executed with a high degree of accuracy and efficiency with a focus on putting patients and dietitians first.
• Lead hiring, onboarding, and training initiatives to scale the CX Associate team.
• Continuously identify and implement workflow optimizations to improve SLAs, CSAT and handle times.
• Act as a cross-functional liaison between RCM, Product, Provider Operations, and external vendors and BPOs
• Ensure smooth operational launches for new business lines.
• Own and drive ad-hoc operational projects to support business growth and process improvement.
• Develop and manage key performance metrics to track team productivity and workflow success.

• You have 5+ years of experience, with at least 2 years managing a team of 3 or more.
• You excel at building relationships and cross-functional collaboration, with experience partnering across technical, operational, and external teams.
• You are a strong communicator with high EQ and know how to tailor messaging for different audiences.
• You approach problems with a patient-centric approach, focused on delivering best-in-class experience across a patient’s health journey
• You have a bias for action and are a proactive, independent problem-solver who thrives in dynamic environments.
• You’re tech-savvy, with experience using platforms like Front, Aircall, Intercom, and are quick to learn new systems.
• You are highly organized, detail-oriented, and can maintain structure even when processes evolve frequently.
• Experience in telehealth, healthcare operations, or healthtech companies is a strong plus.