Summary of Position

The Director, Operations & CX Intelligence will define and manage the operating rhythm, experiment portfolio, and customer experience intelligence model for Teladoc NeXT Studio. This role combines Studio operating discipline with a modern Voice of Customer and relationship intelligence capability, ensuring that rapid experiments, customer signals, research findings, and cross-functional insights are translated into clear priorities, executive decisions, and measurable experience improvements.

This role will help build the connective tissue between R&D, CX, Product, Operations, Clinical teams, Marketing, Analytics, and external partners. The position is responsible for ensuring that NeXT Studio is not only testing new ideas quickly, but also learning in a disciplined way, capturing evidence, identifying experience risks, and translating data into business recommendations.

This position operates in a startup-minded environment within a large enterprise. The role operates in a highly dynamic environment, requiring flexibility, iterative development, strong cross-functional coordination, and the ability to shape solutions as the problem space continues to evolve.

Essential Duties and Responsibilities

• Own the NeXT Studio operating model, including experiment intake, prioritization, planning, portfolio tracking, decision logs, readouts, and cross-functional operating rhythms.
• Manage the NeXT Studio experiment portfolio in partnership with Executive Leaders, Product, Clinical, Operations, Marketing, Analytics, Legal, and external partners to ensure work is focused on strategic business priorities and measurable learning.
• Improve CX Intelligence models that transforms traditional VOC into an integrated system for sensing customer needs, trust gaps, emotional friction, operational pain points, and opportunity areas.
• Establish and maintain a single VOC strategy and insight intake model to reduce redundant research, reconcile conflicting signals, and create a clearer enterprise view of customer, provider, buyer, and partner experience. Work cross functionally to implement.
• Partner with Director of CX Strategy & Enablement to translate customer insights and experiment learnings into journey maps, service blueprints, personas, playbooks, templates, governance recommendations, and experience standards.
• Develop experiment charters, success measures, ROI assumptions, risks, dependencies, and learning agendas to ensure NeXT Studio experiments produce decision-quality evidence.
• Synthesize research findings, operational signals, and experiment results into executive-level narratives that clearly articulate what leaders need to understand, decide, or change.
• Maintain an insight and learning repository that connects VOC findings, experiment outcomes, customer pain points, and Teladoc priorities.
• Identify and escalate systemic experience risks when customer signals, research findings, or experiment evidence are consistently ignored or contradicted by delivery decisions.
• Support internal storytelling, publishing, client-facing innovation updates, and leadership communications that promote NeXT Studio learnings and demonstrate business impact.
• Continuously evolve the Studio Operations and CX Intelligence model in alignment with changes in Teladoc's products, populations, operating model, customer expectations, and business priorities.

Supervisory Responsibilities

Yes. This role may directly or indirectly manage research, insight, project coordination, and Studio operations contributors as the NeXT Studio and CX functions scale.

Qualifications Expected for Position

• 10+ years experience in customer experience, operations, research, insights, service design, innovation, product strategy, program management, or related fields.
• Demonstrated experience building operating models, innovation programs, working in R&D functions, innovation portfolios, or insight programs from the ground up in fast-changing environments.
• Strong qualitative and quantitative research fluency with a bias toward synthesis, decision support, and executive storytelling.
• Experience managing complex cross-functional initiatives across Product, Operations, Clinical, Marketing, Analytics, Legal, and external partners.
• Ability to translate ambiguous business questions into clear learning agendas, experiment charters, research plans, success measures, and decision-ready recommendations.
• Experience influencing senior leaders through evidence, structured narratives, customer insights, and operational recommendations.
• Strong portfolio management, facilitation, communication, and prioritization skills.
• Background in healthcare is helpful but not required. Experience in hospitality, consumer services, subscription-based models, digital health, or enterprise transformation is strongly valued.
• Comfort operating in ambiguity and iterating as the organization learns.

The base salary range for this position is $170,000- $185,000In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here Teladoc Health Benefits 2026. Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.

We follow a Flexible Vacation Policy, intended for rest, relaxation, and personal time. All time off must be approved by your manager prior to use. You will also receive 80 hours of Paid Sick, Safe, and Caregiver Leave annually. This applies to full-time positions only. If you are applying for a part-time role, your recruiter can provide additional details.

As part of our hiring process, we verify identity and credentials, conduct interviews (live or video), and screen for fraud or misrepresentation. Applicants who falsify information will be disqualified.

Teladoc Health will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.