Chief of Staff - Customer Experience

Why join Nextech?

We are a leader in specialty healthcare technology solutions.

We are an ever-growing team, guided by our iCREATE values of Integrity, Collaboration, Respect, Empowerment, Accountability, Trust, and Excellence. We hold these values in high regard and are driven to succeed in all we do.

We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.

If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact [email protected].

Job Summary:

The Chief of Staff – Customer Experience is a pivotal member of Nextech’s senior leadership team, working closely with the Chief Customer Officer (CCO) to advance the organization’s strategic priorities. This role enhances the efficiency, alignment and impact of the Customer Experience team by managing key initiatives, fostering cross-functional collaboration and driving operational excellence. Reporting directly to the CCO, the Chief of Staff will oversee strategic planning, operational cadence and stakeholder alignment to ensure the Customer Experience team delivers maximum value to customers and achieves business objectives.

All activities must comply with Equal Employment Opportunity laws, HIPAA, ERISA, and other applicable regulations.

Essential Functions

• Strategic Planning

• Collaborate with the CCO and leaders across Implementation, Client Success, Support, Consulting and Business Operations to develop, execute and monitor the Customer Experience strategy in alignment with business objectives.

• Partner with the SVP of Strategy to facilitate monthly, quarterly and annual strategic planning processes.

• Project Management

• Oversee and manage key cross-functional projects, ensuring alignment with company goals and successful execution within timelines.

• Develop dashboards, provide regular progress updates and communicate key outcomes to stakeholders.

• Identify and mitigate risks, resolve roadblocks and keep high-impact projects on track.

• Operational Excellence

• Partner with ELT and Customer Experience leaders to drive transformation of the product operating model.

• Establish organizational cadence by leading key meetings, tracking action items and ensuring follow-through on strategic initiatives.

• Develop metrics and dashboards to monitor team performance, product portfolio success and overall effectiveness.

• Deploy agile workflows and technologies to ensure alignment with current and future customer needs while driving innovation.

• Stakeholder Alignment

• Serve as a liaison between Customer Experience and other departments, ensuring seamless communication and alignment on priorities.

• Represent Customer Experience leaders in cross-functional meetings and initiatives as needed.

• Work with C-Suite to evaluate organizational barriers, identify solutions, and ensure alignment of key goals and resource allocation.

• Drive alignment within the Customer Experience team by mapping business growth goals to clear action plans and regularly report progress.

• Team Enablement

• Support onboarding processes and foster a culture of high performance and collaboration within the Customer Experience team.

• Partner with HR to manage talent and succession planning, ensuring a strong leadership pipeline.

• Develop communication plans to promote transparency and alignment across all levels of the organization.

• Special Projects

• Lead critical, time-sensitive initiatives that require cross-functional coordination and organizational impact.

• Identify opportunities for improvement within the organization and implement innovative solutions.

Minimum Requirements

• Bachelor’s degree required; MBA or equivalent advanced degree preferred.

• 8 years of experience product development, management consulting or operational leadership, with a preference for healthcare tech experience.

• Proven ability to work closely with executives and manage high-stakes projects.

• Strong understanding of project management principles and methodologies.

• Exceptional communication, problem-solving, and organizational skills.

• Experience leading teams and fostering a culture of accountability and innovation.

Preferred Qualifications

• Healthcare Technology Experience: Direct experience in the healthcare technology industry, with a strong understanding of industry regulations and customer-centric strategies.

• Experience with customer experience frameworks and tools, such as Net Promoter Score (NPS) or customer journey mapping.

• Certification in project management methodologies.

Working Environments/Physical Demand

• Remote

• Long-distance or air travel as needed – not to exceed 25% travel. 

• Activities require a significant amount of work in front of a computer monitor.

Total Rewards

• Generous annual bonus opportunity

• 401(k) with Employer Match

• Flexible Time Off: take time off when you need it without worrying about available hours

• 10 paid holidays + 1 floating holiday

• Volunteer Time Off

• Insurance: Choice of Medical, Dental, and Vision plans

• Health Savings Account with employer match

• Flexible Spending Account

• 100% Company-Paid Parental leave

• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance

• iCREATE Employee Recognition Program

• Wellness Program including discounts on medical premiums

• Employee Assistance Program with free counseling sessions available

• Corporate Discounts on Retail, Travel, and Entertainment

• Pet Insurance options