Manager, Customer Experience

Confirmed live in the last 24 hours

Zocdoc

Pune, Maharashtra, India

On-site

Posted April 1, 2026

Job Description

Our Mission

Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.

Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down.

We’re 18 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.

Your Impact on our Mission:

Zocdoc’s most important asset is our people. As a Manager, Customer Experience, you’ll play a meaningful role in making sure our providers receive best-in-class support, maximizing their value from Zocdoc, and fostering a high-performing, inclusive team environment.

You’ll enjoy this role if you are…

Personally motivated by developing talent and empowering a team to achieve ambitious goals.
Autonomous, urgent, and creative. You genuinely love solving complex challenges and driving continuous improvement in customer experience.
Highly empathetic and dedicated to fostering a positive and inclusive team culture.
Passionate about delivering exceptional customer service and driving high provider satisfaction.
A natural leader who thrives in a dynamic, fast-paced environment.
The kind of person who takes full ownership of their team's success and consistently strives for excellence.
Serious about your work, but not about yourself. Let’s face it - the way things are going, you kind of need a sense of humor.

Your day to day is…

Fully owning the leadership and management of a team of Customer Experience Specialists to deliver exceptional customer service.
Authentically coaching team members at various performance levels, fostering their growth and development.
Building and fostering relationships with your direct reports, cross-functional stakeholders, and senior leadership.
Identifying challenges and opportunities in the role and correctly identifying the primary ones that impact the business.
Solutionizing with senior leadership and effectively communicating with cross-functional stakeholders.
Creating bespoke Salesforce Reports (or Dashboards) to quickly diagnose team challenges and effectively communicating performance metrics to your manager and the leadership team.
Providing supervisor coverage and support, handling all escalated issues, including complex technical issues and staffing adjustments.

You’ll be successful in this role if you have…

An unrelenting desire to build more equitable, inclusive, and diverse workplaces. You view this role as an opportunity to create positive change.
Total 9-12 years of experience in the operations or customer experience side.
Meaningful (2+ years) experience in leading and managing operation teams preferably in customer experience or client success teams.
Passion

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