Head of Customer Experience and Operations

1. Twentyeight Health

Twentyeight Health (twentyeighthealth.com) is a mission-driven women's health start-up. Our goal is to empower all women with affordable and convenient access to reproductive and sexual health. Starting with birth control, our vision is to become a digital health companion for women through multiple life stages. We partner with Bedsider and the National Institute for Reproductive Health, donating 2% of our revenues to these national non-profits focused on increasing access to sexual health resources. 

Twentyeight is an end-to-end online platform where women can connect with licensed physicians about birth control, get a prescription & personalized medical advice, and receive fast at-home delivery. Best of all, our users stay connected with the doctors and can message them anytime with follow up questions. Additionally, we provide doctor-vetted sexual and reproductive health content. 

We are a passionate team of healthcare operators, advocates and clinicians eager to revolutionize the experience for patients. We have recently launched in NY and NJ, and are based in Dumbo, Brooklyn!

2. Role

As Head of Customer Experience and Operations, you will be responsible for ensuring that our customers get an outstanding experience and that our operations run smoothly. You will lead many aspects of the day-to-day business with our users, coordinating with doctors & our pharmacy partners, and also play an instrumental role in building our customer experience and operations functions. While leading day-to-day customer operations, we expect this individual to identify and drive continuous improvement to our Customer Experience and Operations functions. This role is central to Twentyeight Health’s success, creating meaningful impact on the organization everyday. We are looking for an individual eager to learn and grow, and over time, be building and leading the Customer and Operations team.

This is a full time position at our Headquarters in NYC. Remote or contract work is not an option. 

3. Manager

You will report directly to the CEO (Bruno Van Tuykom). Bruno comes with 8 years of experience from the Boston Consulting Group and is passionate about people development. You will also engage with all key people of the company.

4. Responsibilities

  • Manage end-to-end customer experience and effectively respond to customer inquiries

  • Proactively solve problems and find solutions for customers

  • Communicate with doctors and our pharmacy partner

  • Proactively identify and implement improvements to customer experience and operations

  • Set customer goals and track key metrics

  • Design and build Customer and Operation functions (processes, systems, KPIs, ...)

  • Opportunity to build and lead a team

5. Requirements

We are looking for exceptional candidates who are/have:

  • Passionate about healthcare and Twentyeight’s mission

  • Structured, organized, and detailed-oriented

  • Excellent written and verbal communicator with strong interpersonal skills 

  • Self-starter mentality: ability to make informed decisions, find creative approaches to difficult challenges, and deliver on commitments

  • Execution-focused ethos: a solutions-oriented problem solver and efficiency driven

  • Flexible, adaptable, and able to respond under the pressure of a fast-paced startup

  • Eager to learn, develop and grow into a leadership role

  • Collaborative, positive and great team player

  • 2-5 years of work experience

  • Bonus: fluency in Spanish 

6. Compensation & Benefits

  • Competitive salary

  • Equity

  • Great benefits

  • Fun team events & a chance to network with experienced professionals

  • Personalized professional development opportunities 

7. How to apply

Send your resume and a few paragraphs about your motivation to careers@twentyeighthealth.com. Please indicate the position you are applying for in the subject and how you heard about us in the email. Thank you!