Director of Customer Experience

About Take Command

Take Command is a start-up on a mission to improve the healthcare system, starting with health insurance. Pragmatically speaking, we help employers reimburse employees for individual insurance instead of offering a traditional one-size-fits-all group plan. We believe this model can empower employees (when they have the right support) to be savvy healthcare consumers and have a transformative impact on the entire healthcare system.

Let’s be honest—health insurance is usually a confusing, frustrating, and even emotional experience for people. We want to fix that with a new model, great technology, and a superior user experience. We have made a great start, but we need your help to fully realize our long-term vision.

About The Role

We’re looking for a dynamic and empathetic leader to oversee the teams responsible for delivering a seamless, supportive, and human-centric experience across every touchpoint of the Take Command platform. This role will lead our Support, Insurance Policy Advising, and Advocacy functions, ensuring that every client interaction is not only efficient and effective but also rooted in trust, clarity, and compassion.

As the head of these critical customer-facing teams, you will shape the strategy, structure, and day-to-day operations that drive client satisfaction and retention. You’ll champion the voice of the customer across the organization, develop scalable processes that enhance service delivery, and empower your teams to deliver an exceptional experience that reflects our values and mission. This is a high-impact leadership role for someone passionate about making healthcare and benefits more accessible and understandable, one conversation at a time.

Responsibilities

• Lead and scale the Support team that assists employers, employees, and brokers with platform usage and technical inquiries.
• Build and manage the Insurance Policy Advising function, helping employees navigate plan selection and understand their coverage options.
• Evolve our Advocacy function, supporting employees post-enrollment as they access care, address denied claims, or face carrier complexity.
• Set team KPIs focused on customer satisfaction, NPS, resolution speed, and plan selection effectiveness.
• Partner with Product and Insurance Operations to identify common friction points and improve end-to-end experience.
• Develop a roadmap for value-added services that elevate Take Command's brand and retention.
• Foster a service-minded team culture grounded in empathy, precision, and efficiency.
  
  

Qualifications

• 7+ years in customer experience, member services, or operations leadership, ideally in a benefits, insurtech, healthcare, or SaaS environment.
• Experience leading multi-tiered support and advisory teams.
• Knowledge of health insurance markets, ACA, or ICHRA preferred.
• Proven ability to lead through growth and scale with 1:5–1:7 management ratios
• Strategic thinker with a bias for action and empathy.
  
  

Working at Take Command

We’re excited to build a team and culture that reflects our values! We offer competitive pay and health benefits to share with this position.

• A generously funded ICHRA for medical, dental, and vision premiums and medical expenses. You get to use our own product and we think that’s so exciting and rare!
• Unlimited personal vacation in addition to regular company holidays.
• 401(k): 90-day eligibility for 4% match that vests over 4 years with a one year cliff!
• We have two beautiful offices in Richardson, Texas (City Line) and Austin, Texas. The kitchen is well-stocked and we've designed the space to have lots of different areas to work--lounge on the couch, stand near your colleague at a kiosk desk or hole up in one of our phone rooms!
• Paid parental leave for new parents.
• Flexible on where you work – we hope to see you around the office on average 3 days a week especially when white-boarding or building relationships with your colleagues, but you also have the ability to work from home or wherever you'd like when you need to get focus work done.
  
  

More About Us

We secured our Series B funding in 2023 and are thrilled to be able to expand our team. Despite being a small startup in a land of health insurance giants, we’re the recognized industry leader for what we do (health insurance reimbursements) and passionate about bringing it to market because we know we can help fix a broken system and improve our clients’ wellbeing and health outcomes.

We’ve been featured in The New York Times, The Wall Street Journal, The Dallas Morning News, and other national healthcare publications and are excited about our growth opportunities.

Take Command knows diversity and inclusion among our teammates is integral to our company’s success and growth. Our vision is to recruit, develop, and retain the best team from a diverse candidate pool.

This has mostly been about us, but we’d love to hear from you--we can’t wait to hear your story!

• Take Command is an equal opportunity employer! We celebrate diversity and are committed to creating an inclusive environment for all employees.

Take Command is a start-up on a mission to improve the healthcare system, starting with health insurance. Pragmatically speaking, we help employers reimburse employees for individual insurance instead of offering a traditional one-size-fits-all group plan. We believe this model can empower employees (when they have the right support) to be savvy healthcare consumers and have a transformative impact on the entire healthcare system.