Head of Experience

About Rugiet Rugiet is one of the fastest-growing direct-to-consumer telemedicine companies in the US, revolutionizing men's health through bespoke compounded medications and a premium digital experience. We've built something rare: a product that genuinely works, patients who love it, and a brand with real momentum. Now we're building the team to make the patient experience truly world-class — from first click to long-term member. The Opportunity We are looking for a relentlessly detail-oriented Director of Patient Experience & Quality to own, audit, and elevate every touchpoint of the Rugiet patient journey. Think of yourself as our Chief Inspector — the person who mystery-shops our own product daily, finds the friction before patients do, and holds the entire organization accountable to a Four Seasons standard of care. If something feels off — an email subject line, a checkout flow, a refill reminder, a support response — you find it, flag it, and fix it. This is not a passive role. You will be the most important voice of the patient inside Rugiet, and your work will directly impact retention, LTV, and the brand's long-term reputation. What You'll Own The consultation experience: Concierge layer before/during provider calls. Quality-controlling provider video setup, warmth, follow-through. Digital experience QA: The "Four Seasons on the digital product" piece — every touchpoint from intake form to app to email notification to Trustpilot reviews. Feedback loop architecture: Turning patient interactions into structured intel. First line of defense on experience gaps. Cross-functional influence: Working across UX/UI, patient support, medical advisory, and customer lifecycle. Not owning those teams, but setting the experience standard they're held to. End-to-end QA of the patient lifecycle — from first ad impression through onboarding, first refill, ongoing retention, and every communication in between Maintain a living audit of every patient touchpoint across email, SMS, push, app, checkout, packaging, and support — scoring each against a defined standard of excellence Design and execute a rigorous mystery shopping program across Rugiet's full funnel, regularly experiencing the product as a patient would Partner with Lifecycle, Product, CX, Creative, and Clinical to surface gaps and drive rapid resolution — you identify the problem, they fix it, you verify it Build and own the Patient Experience Scorecard — a real-time dashboard tracking experience quality KPIs across every channel and touchpoint Establish and enforce Rugiet's Patient Experience Standards — a documented, living framework for what 'Four Seasons-level' means in practice at every stage of the journey Champion the patient voice in cross-functional meetings — translating patient feedback, NPS data, support tickets, and churn signals into concrete, prioritized improvements Own onboarding and communication audits — ensuring every message we send is accurate, on-brand, appropriately timed, and adds genuine value to the patient Identify compliance risks in patient-facing communications in partnership with Legal and Clinical Track and benchmark Rugiet's experience against best-in-class DTC brands across health and beyond What You Bring 5+ years in customer experience, CX strategy, quality assurance, or patient experience — ideally in a DTC, subscription, or healthcare context An almost pathological attention to detail — you notice the typo, the awkward pause, the email that arrived at the wrong time, and the checkout step that felt one click too long Proven experience building or managing QA frameworks for customer-facing products or communications Strong cross-functional instincts — you know how to raise a problem without pointing fingers and drive a fix without owning the roadmap Comfort with data — you can pull NPS trends, read a churn cohort, and connect experience observations to business outcomes Experience with or deep appreciation for premium consumer brands where the experience itself is the product (hospitality, luxury, or premium DTC) Excellent written communication — you will be reviewing copy daily and your feedback needs to be precise, constructive, and fast Self-directed and proactive — you don't wait to be asked, you find the problem first Bonus Points Background in telemedicine, digital health, or subscription healthcare Experience with lifecycle or CRM platforms (HubSpot, Braze, Klaviyo) Familiarity with HIPAA-compliant patient communications Experience designing or running mystery shopping or experience audit programs Prior work building CX rubrics, experience scorecards, or quality standards documentation 30 / 60 / 90 Day Plan Experience the full patient journey as a patient Map every touchpoint end-to-end Review NPS, CSAT, churn & support data Deliver a prioritized experience gap audit | Launch the Patient Experience Scorecard Draft Rugiet's Patient Experience Standards Establish mystery shopping cadence Drive first round of experience improvements | Weekly scorecard reporting to leadership Cross-functional QA reviews running smoothly Measurable lift in NPS and refill rate Roadmap for next 6 months of CX elevation Why Rugiet Rare chance to build a world-class patient experience function from the ground up, with real authority and executive support A product that patients genuinely love — you're not starting from a broken foundation Fast-moving team that ships quickly and takes quality seriously Competitive salary, performance bonus, equity participation, full health benefits, 401(k), generous PTO, and remote flexibility