VP, Customer 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.

Hims & Hers Health, Inc. is redefining the future of healthcare through accessible, high-quality telehealth solutions. We are looking for a strategic and visionary Vice President of Customer Experience to lead our growing customer support organization. This role is instrumental in shaping how millions of customers interact with our brand, ensuring a seamless, empathetic, and efficient experience across every touchpoint.

As VP, Customer Experience, you will oversee a dynamic, global team, managing internal and outsourced partners to deliver world-class service across channels. You will play a key role in scaling operations, evolving our workforce management strategy, and optimizing BPO relationships to meet customer expectations while driving business outcomes.

This is a high-impact leadership position that demands a unique mix of operational rigor, technology acumen, customer obsession, and people-first values.

• Lead and scale a world-class customer experience organization, owning end-to-end delivery of omnichannel support operations that consistently meet or exceed KPIs such as CSAT, NPS, resolution time, and cost efficiency.

• Build and operationalize a robust workforce management strategy by overseeing accurate forecasting, capacity planning, real-time management, and scheduling processes that ensure optimal staffing and service levels across all contact channels.

• Direct the execution and growth of our global BPO operations, managing partner performance against clearly defined SLAs, driving alignment with our quality standards, and optimizing cost while expanding international coverage and capabilities.

• Advocate for the voice of the customer, capturing and synthesizing feedback from all engagement channels to inform customer-centric product improvements and strategic initiatives across the business.

• Evaluate and enhance the customer experience technology stack, including CRM systems, helpdesk platforms, AI tools, and analytics solutions to ensure maximum efficiency, scalability, and ease of use for both customers and support agents.

• Collaborate cross-functionally with Product, Engineering, Growth, Legal, and Operations to develop and align on a holistic customer experience vision, ensuring seamless service integration throughout the user journey.

• Foster a high-performance culture by recruiting, developing, and mentoring top talent, cultivating a globally distributed team that embraces ownership, transparency, and continuous learning.

• Continuously identify and integrate innovative service models, technologies, and process improvements to future-proof the customer experience and differentiate Hims & Hers in the digital health space.

• 12+ years of experience in Customer Experience, Operations, or Support leadership roles, including at least 5+ years at the executive level in a high-growth, digital-first company.

• Demonstrated success leading and scaling large global customer support teams, including oversight of Workforce Management and outsourced BPO operations in multiple regions.

• Deep expertise in customer support metrics, WFM planning tools (e.g., NICE, Verint, Teleopti), and operational analytics.

• Experience managing large BPO contracts and vendor performance in line with customer satisfaction, quality assurance, and budget targets.

• Proven track record of improving customer satisfaction and loyalty through transformational initiatives.

• Analytical, data-driven decision-maker with strong business judgment and the ability to influence at the C-level.

• Exceptional leadership, communication, and change management skills.

• Passion for mentoring talent, fostering an inclusive team culture, and modeling values of empathy, transparency, and accountability.

• 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 matching contribution

• Offsite team retreats

We are committed to building a workforce that reflects diverse perspectives and prioritizes ethics, wellness, and a strong sense of belonging. If you're excited about this role, we encourage you to apply—even if you're not sure if your background or experience is a perfect match.

Hims considers all qualified applicants for employment, including applicants with arrest or conviction records, in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act, and any similar state or local fair chance laws.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Hims & Hers is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [email protected] and describe the needed accommodation. Your privacy is important to us, and any information you share will only be used for the legitimate purpose of considering your request for accommodation. Hims & Hers gives consideration to all qualified applicants without regard to any protected status, including disability. Please do not send resumes to this email address.

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