Vice President, Customer Experience (Global)

At Nox, we are redefining sleep diagnostics and sleep care through innovation, data, and customer-focused solutions. To further strengthen our global leadership team, we are seeking a Vice President of Customer Experience to join our team in Reykjavík, Iceland.

This pivotal leadership role at a time of significant transformation. Nox is transitioning from supporting customers primarily through medical devices and software to operating and supporting our new global cloud infrastructure.

This role reports to the EVP Nox Medical & COO Medical Devices and is a key member of the Global Operations Management Team. As Vice President of Customer Experience, you will provide strategic and operational leadership across Nox Medical entities in Iceland, the United States, Canada, and Portugal. Your mission is to deliver an outstanding global customer journey — from distributor and healthcare provider success to direct client support and fulfillment — while ensuring our systems, processes, and governance structures are built for scalability, quality, and growth.

What You Will DoStrategic Leadership

• Define and execute Nox’s global customer experience strategy, ensuring a unified and seamless journey for distributors, healthcare providers, and direct clients across regions.

• Lead the evolution of customer support from device- and software-focused service to include robust global support for cloud systems and services.

• Build and scale a high-performing global Customer Experience organization to support medical devices, software, and cloud operations globally.

• Provide executive insights and data-driven recommendations to fuel business growth and enhance customer satisfaction and retention.

Operational Excellence

• Oversee all customer operations, including order fulfillment, returns management, and technical support, ensuring efficiency, compliance, and scalability.

• Develop and operationalize global, multi-layered support capabilities for cloud services, including real-time service monitoring, incident management, and 24/7 coverage.

• Build a support infrastructure that enables cloud services to operate reliably across all major regions.

• Champion data and process optimization through platforms such as CRM, Zendesk, and Power BI.

• Establish and manage a global 24/7, multilingual support model, leveraging workforce management practices to optimize staffing, scheduling, and service levels.

• Define, monitor, and continuously improve call center and support metrics (e.g., response time, resolution rate, CSAT, NPS, SLA adherence), embedding data-driven performance management across teams.

• Oversee customer operations, including order fulfillment, returns management, and technical support, ensuring efficiency, compliance, and scalability.

• Develop multi-layered technical support capabilities, with a focus on 24/7 global coverage and strong governance.

Cross-Functional Collaboration

• Collaborate closely with product & development centers in Reykjavík, Iceland and Porto, Portugal to align support models with product and cloud development roadmaps.

• Partner with operations teams in Reykjavik and Porto, to ensure operational excellence, service reliability, and rapid incident response.

• Partner with Quality and Regulatory Affairs to ensure all customer interactions meet regulatory and quality standards.

• Work with regional leaders to align customer experience with business priorities and operational goals.

• Lead continuous improvement initiatives to streamline workflows, reduce friction, and elevate service delivery across all touchpoints.

What You Will Bring

• Advanced degree in Engineering, Operations, Computer Science, or related discipline (or equivalent experience).

• Proven leadership in customer experience, operations, or related fields, ideally within medtech, healthcare, or SaaS-enabled businesses.

• A strong track record of building high-performance cultures, driving operational excellence, and improving customer satisfaction and retention.

• A global mindset with experience leading cross-border teams and harmonizing operations across multiple regions.

• Familiarity with customer experience and analytics platforms (CRM systems, Zendesk, Power BI) and a data-driven approach to decision-making.

• Excellent communication skills in English, with the ability to inspire and influence across diverse cultures.

• Proven ability to define, track, and improve key support and call center metrics, leading large global teams through data-driven performance management and accountability.
  
  

Why Join Us

At Nox, you will join a global team dedicated to improving sleep health worldwide. We combine innovation and empathy to deliver meaningful outcomes for patients, providers, and partners. As Vice President of Customer Experience, you will shape how we serve our customers globally across devices, software, and cloud services—building a world-class, future-ready organization that sets new standards for excellence in sleep diagnostics and sleep care