Director of Customer and Caregiver Advocacy

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Customer and Caregiver Advocacy based in United States.

The Director of Customer and Caregiver Advocacy will lead enterprise-wide efforts to strengthen the experience of customers, families, caregivers, and partners.

This highly visible leadership role will oversee complex complaints and escalations while ensuring concerns are addressed with empathy, urgency, consistency, and accountability.

You will transform customer and caregiver feedback into actionable insights that improve care delivery, service recovery, and operational performance.

Working across Operations, Clinical, Compliance, Human Resources, and senior leadership, you will identify root causes and drive sustainable improvements.

The role combines healthcare operations expertise, customer advocacy, compliance awareness, analytics, and strategic leadership.

You will establish scalable complaint-management processes, develop meaningful KPIs and reporting, and help reduce organizational and regulatory risk.

This is an opportunity to ensure every voice is heard while creating measurable improvements across a complex healthcare environment.

Accountabilities

• Lead the end-to-end management of complex customer and caregiver complaints, escalations, and sensitive service issues.
• Ensure concerns are thoroughly investigated, accurately documented, clearly communicated, and resolved with appropriate urgency, empathy, consistency, and accountability.
• Design, implement, and continuously improve standardized processes for complaint intake, triage, escalation, service recovery, investigation, documentation, and resolution.
• Partner with Clinical, Operations, Compliance, Human Resources, and other organizational leaders to identify root causes and develop sustainable corrective actions.
• Analyze complaint trends, customer feedback, caregiver concerns, and operational data to identify emerging risks, recurring issues, and opportunities for improvement.
• Develop dashboards, KPIs, metrics, and trend reports that provide leadership with clear visibility into advocacy performance, complaint activity, risks, and improvement opportunities.
• Support responses to regulatory inquiries, agency complaints, and other external concerns in collaboration with relevant internal stakeholders.
• Develop and maintain policies, standards, and guidelines governing complaint management, escalation practices, service recovery, documentation, and stakeholder communications.
• Translate individual customer and caregiver concerns into broader organizational insights and actionable improvements across markets and operational teams.
• Provide senior leadership with clear reporting, strategic insights, emerging trends, risk assessments, and recommendations for improving customer and caregiver experiences.
• Build strong relationships across departments and levels of leadership to promote accountability, collaboration, and consistent approaches to advocacy and service recovery.
• Help ensure sensitive customer, caregiver, and organizational information is handled in accordance with applicable privacy, security, and data-protection requirements.
• Promote a culture in which customer and caregiver feedback is treated as an important source of insight for improving care quality, operational performance, and service delivery.

Requirements:

• Bachelor’s degree in Healthcare Administration, Nursing, Social Work, Business, or a related discipline is required; a master’s degree in a relevant field is preferred.
• 7-10+ years of progressive leadership experience in home health, home care, hospice, post-acute care, healthcare operations, quality, compliance, customer experience, or a related healthcare environment.
• Demonstrated experience leading complaint management, complex escalations, service recovery, patient or customer advocacy, caregiver experience, or related programs.
• Strong combination of healthcare operations, customer advocacy, compliance, service recovery, and stakeholder management expertise.
• Knowledge of healthcare regulatory requirements, including CMS Conditions of Participation and applicable state regulations.
• Experience working within a regulated, multi-site, multi-market, or otherwise complex healthcare organization is preferred.
• Strong analytical capabilities, including experience using dashboards, KPIs, metrics, trend analysis, and other data to identify patterns and inform strategic decisions.
• Exceptional communication and conflict-resolution skills, with the ability to navigate sensitive and complex situations calmly, empathetically, and professionally.
• Strong stakeholder-management and relationship-building abilities, with the capacity to influence leaders and collaborate effectively across multiple functions.
• Ability to balance empathy with accountability and customer advocacy with operational requirements and risk management.
• Strong judgment and decision-making skills, particularly when handling sensitive complaints, escalations, regulatory matters, and high-impact customer concerns.
• Ability to translate individual experiences and qualitative feedback into broader organizational insights, measurable initiatives, and sustainable improvements.
• Strong organizational skills and the ability to manage multiple priorities, complex cases, and strategic initiatives simultaneously.
• Commitment to protecting sensitive information, following cybersecurity and privacy policies, completing required security training, and using authorized systems and access appropriately.

Benefits:

• Annual salary range of $150,000-$170,000 USD.
• Remote-based work opportunity within the United States.
• Comprehensive medical, dental, and vision coverage.
• 401(k) retirement plan.
• Paid time off and company holidays.
• Employee assistance programs and wellness initiatives.
• Flexible options designed to support work-life balance.
• Opportunity to lead high-impact customer and caregiver advocacy initiatives across a broad healthcare environment.
• Significant visibility with senior leadership and cross-functional business partners.
• Opportunity to influence service quality, operational performance, risk reduction, and customer experience at an organizational level.
• Meaningful leadership role focused on turning feedback and advocacy insights into measurable improvements in care and service delivery.