People Matter

Director/Senior Director, Customer Experience

Pendulum Therapeutics

Pendulum Therapeutics

Customer Service, Sales & Business Development
San Francisco, CA, USA
Posted on Friday, April 12, 2024
About Pendulum
Pendulum® is on a mission to help people improve physical and mental health by creating a new category of products that target the microbiome. We are researching, developing and commercializing a novel class of rationally-designed Live Synbiotics™ (probiotics + prebiotics) that have demonstrated clinical efficacy to treat conditions like metabolic syndrome, inflammation and neurodegeneration.
Pendulum has created proprietary pipelines to build a unique discovery platform that identifies key, novel bacterial strains and the prebiotics that feed them.
We are a highly collaborative team of scientists, engineers, physicians, marketers and salespeople interested in improving human health by using the latest research from diverse fields, such as microbiology, molecular biology, high-throughput genomics, distributed computing, pharmaceutical development and nutrition. We believe strongly in an individual’s transparency and strong communication to enable the most effective and efficient path to team success.
If you’re interested in building a new category of products that will help improve the lives of people globally and you love working in a cross-functional, collaborative, inspiring environment, please continue reading!
Position Summary:
We are seeking a Senior Director of Customer Experience who excels in merging cutting-edge AI and data-driven strategies with a profound commitment to customer experience and brand building, social media engagement, and digital community cultivation. In this pivotal role, you will lead our customer experience journey, utilizing technology to analyze and enhance interaction points, while ensuring that each customer touchpoint is engaging, informative, and supportive. We are looking for a strategic thinker with a balanced expertise in both innovative technology and hands-on customer care, particularly within the healthcare, eCommerce, and dietary supplements sectors. This role will report to the Vice President of Consumer Revenue.

What You'll Do:

  • Manage and lead our Customer Experience team to deliver best in class experiences to our customers, resulting in high CSAT and NPS scores, and strong customer retention.
  • Develop and implement a comprehensive customer experience strategy that integrates AI technologies with a hands-on approach to ensure personalized, efficient, and scientifically grounded interactions.
  • Own Customer Experience Reporting, including sharing out with Executives and the team on how we are tracking to key metrics.
  • Collaborate with our Medical, R&D, Quality/Regulatory and Brand teams to incorporate our brand voice and accurate scientific information, resulting in clear and trustworthy communication with customers.
  • Use critical thinking and problem solving skills to determine appropriate processes, and actions in regards to handling customers.
  • Drive continuous improvement in customer experience, using data and insights.

Knowledge Requirements:

  • Bachelor’s degree in Business Administration, Marketing, Healthcare Management, or a related field is required; an advanced degree (MBA or equivalent) is highly preferred.
  • A minimum of 7 years of leadership experience in customer experience management, with a proven track record of successfully integrating AI, technology, and data-driven practices into customer service operations.
  • Extensive experience in direct customer support, social media engagement, and digital community building, particularly in the healthcare, eCommerce, or vitamins and supplements industries.
  • Demonstrated ability to use data and analytics to drive decision-making and improve customer service outcomes.
  • Strong background in leading cross-functional teams and collaborating effectively with marketing, science, medical, and regulatory departments to enhance customer satisfaction and trust.
  • In-depth knowledge of current customer service technologies, including CRM systems, social media platforms, and customer feedback tools, with a keen understanding of how to leverage these tools to enhance customer experience
  • Experience in managing and scaling customer experience in a fast-paced, growth-oriented environment
  • Strong drive and curiosity to learns.
  • Bonus– you have food, pharma or supplement experience!

Salary & Benefits

  • $176,985 - $250,000
  • Medical, Dental, and Vision
  • Commuter Benefits
  • Life & STD Insurance
  • Company match on 401 (k)
  • Flexible Time Off (FTO)
  • Equity
Pendulum Therapeutics, Inc. is committed to creating a diverse environment and is proud to be an equal
opportunity employer. All qualified applicants will receive consideration for employment without regard to
race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics,
disability, age, or veteran status. We welcome all to apply.