Salary: $100,000$130,000
About Science & Humans
Science & Humans is Canadas leading hormone health and longevity platform, providing evidence-based, personalized care to more than 50,000 patients nationwide. Our mission is to make hormone optimization, healthy aging, and wellness care accessible through a modern, digital-first model that integrates medical expertise and technology.
As we continue to grow, delivering a seamless and exceptional patient experience is central to our success.
The Opportunity
We are seeking a Head of Customer Experience to lead and scale our patient-facing support function.
This role is responsible for driving service excellence, improving operational processes, owning CX performance metrics, and mentoring a growing team. You will work cross-functionally with Clinical, Product, and Compliance teams to ensure patients receive timely, high-quality, and consistent support throughout their journey.
This is a hands-on leadership role ideal for someone who enjoys building structure, improving performance, and developing people in a fast-paced environment.
What Youll Do
Team Leadership & Development
- Lead, coach, and mentor the Customer Experience team.
- Build clear performance expectations and accountability frameworks.
- Oversee hiring, onboarding, and training of CX team members.
- Foster a culture of professionalism, empathy, and continuous improvement.
KPI Ownership & Performance Management
- Own and track CX metrics such as CSAT, NPS, response time, resolution time, and retention.
- Build reporting dashboards and establish weekly/monthly performance reviews.
- Implement quality assurance and feedback loops.
Process Improvement & Scalability
- Map and optimize the end-to-end patient journey.
- Develop and maintain SOPs and service playbooks.
- Identify inefficiencies and implement scalable solutions.
- Improve cross-functional workflows between CX, Medical, and Operations teams.
Tools & Systems Optimization
- Evaluate and optimize CX tools and CRM systems.
- Introduce automation where appropriate to improve response times and efficiency.
What You Bring
- 510 years of experience in Customer Experience, Customer Operations, or Service Operations.
- 3+ years of experience leading and developing a team.
- Strong track record of KPI ownership and performance improvement.
- Experience building processes in a growing or fast-paced environment.
- Strong communication, organizational, and leadership skills.
- Data-driven mindset with the ability to translate insights into action.
Nice to Have
- Experience in healthcare, digital health, or other regulated environments.
- Familiarity with CRM/support tools (Zendesk, Salesforce, HubSpot, etc.).
- Experience improving retention or lifecycle management in a subscription-based business.
Why Join Us
- Competitive compensation ($100K$130K) and benefits.
- Modern Mississauga office with on-site parking.
- Opportunity to build and scale the CX function at Canadas leading hormone health platform.
- Direct impact on patient experience and long-term growth.
Science & Humans is committed to building a respectful, inclusive, and high-performing workplace. If you require accommodations during the recruitment process, please let us know.
As part of our recruitment process, we may use AI tools to assist in the review of applications.
We thank all applicants for their interest; however, only those selected for an interview will be contacted.
