Director/Senior Director, Customer Experience

San Francisco, CA
Marketing – Customer Support /
Full Time /
About Pendulum

Pendulum® is leading a revolution that is occurring around the world to improve physical and mental health by first understanding, then restoring and enhancing the human microbiome. 

Studies have shown that our microbiome (the bacterial communities in and on our bodies) is linked to everything from metabolism and diabetes, to longevity, weight loss, healthy immune systems, cancer prevention, feelings of well-being, inflammatory bowel disease, and even healthy skin.  We have just scratched the surface on understanding the impact that our microbiome has on our lives. During early life we develop a diverse and balanced microbiome that plays a critical role in shaping our long-term health.  Over our lives, a combination of diet, lifestyle, antibiotics, and aging can decrease the effectiveness of our microbiome.

Pendulum recognized the enormous impact they could have on people’s lives if they were able to address the imbalances in the microbiome. To accomplish this, Pendulum created proprietary probiotic pipelines and a  unique discovery platform to identify key, novel bacterial strains and the prebiotics that feed them. The company has also built and developed the world’s first manufacturing technology to produce bacteria in an anaerobic (oxygen-free) environment at scale.

The medical probiotics that Pendulum has formulated have transformed the consumer probiotics market into a new category of therapeutic offerings that deliver the power and efficacy of a pharmaceutical with the safety and accessibility of a natural probiotic. Due to Pendulum’s explosive revenue and customer growth over the last two years, the company  earned a spot on Forbes Magazine’s exclusive “The Next Billion Dollar Startups” list.
If you’re interested in improving the lives of people globally and you love working in a cross-functional, collaborative, inspiring environment, please continue reading.

Position Summary:

We are seeking a Senior Director of Customer Experience who excels in merging cutting-edge AI and data-driven strategies with a profound commitment to customer experience and brand building, social media engagement, and digital community cultivation. In this pivotal role, you will lead our customer experience journey, utilizing technology to analyze and enhance interaction points, while ensuring that each customer touchpoint is engaging, informative, and supportive. We are looking for a strategic thinker with a balanced expertise in both innovative technology and hands-on customer care, particularly within the healthcare, eCommerce, and dietary supplements sectors. This role will report to the Vice President of Consumer Revenue.

What You'll Do:

    • Manage and lead our Customer Experience team to deliver best in class experiences to our customers, resulting in high CSAT and NPS scores, and strong customer retention.
    • Develop and implement a comprehensive customer experience strategy that integrates AI technologies with a hands-on approach to ensure personalized, efficient, and scientifically grounded interactions.
    • Own Customer Experience Reporting, including sharing out with Executives and the team on how we are tracking to key metrics. 
    • Collaborate with our Medical, R&D, Quality/Regulatory and Brand teams to incorporate our brand voice and accurate scientific information, resulting in clear and trustworthy communication with customers.
    • Use critical thinking and problem solving skills to determine appropriate processes, and actions in regards to handling customers.
    • Drive continuous improvement in customer experience, using data and insights.

Knowledge Requirements:

    • Bachelor’s degree in Business Administration, Marketing, Healthcare Management, or a related field is required; an advanced degree (MBA or equivalent) is highly preferred.
    • A minimum of 7 years of leadership experience in customer experience management, with a proven track record of successfully integrating AI, technology, and data-driven practices into customer service operations.
    • Extensive experience in direct customer support, social media engagement, and digital community building, particularly in the healthcare, eCommerce, or vitamins and supplements industries.
    • Demonstrated ability to use data and analytics to drive decision-making and improve customer service outcomes.
    • Strong background in leading cross-functional teams and collaborating effectively with marketing, science, medical, and regulatory departments to enhance customer satisfaction and trust.
    • In-depth knowledge of current customer service technologies, including CRM systems, social media platforms, and customer feedback tools, with a keen understanding of how to leverage these tools to enhance customer experience
    • Experience in managing and scaling customer experience in a fast-paced, growth-oriented environment
    • Strong drive and curiosity to learns.
    • Bonus– you have food, pharma or supplement experience! 

Salary & Benefits

    •  $176,985 - $250,000
    • Medical, Dental, and Vision
    • Commuter Benefits
    • Life & STD Insurance
    • Company match on 401 (k)
    • Flexible Time Off (FTO)
    • Equity
Pendulum Therapeutics, Inc. is committed to creating a diverse environment and is proud to be an equal
opportunity employer. All qualified applicants will receive consideration for employment without regard to
race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics,
disability, age, or veteran status. We welcome all to apply.