Job Description

We are Evenly!

Evenly is Orthodontics in-a-box for dentists. Our vision is to become the outsourced Orthodontic solution for every dental office in America and lead the transition to Invisalign Orthodontics for this $250 billion industry. Headquartered in the Washington D.C. area, Evenly is backed by the world’s leading venture capital investors. We are committed to the highest standards of patient care and clinical expertise in each of the dental practices we support.

About this Job

We are seeking a highly motivated and versatile Director of Customer Experience and Success to join our corporate team. This strategic and hands-on role partners directly with our Chief Operating Officer and other internal leadership to design, build, and optimize systems that elevate the customer and patient journey, enhance satisfaction, and ensure long-term retention and loyalty. This individual will work full-time, Monday-Friday, at our Bethesda, MD corporate office.

You’ll spearhead projects that shape a world-class support infrastructure, develop high-performing customer-facing teams, and implement scalable processes that deliver exceptional service and results. This is an ideal opportunity for a results-driven leader passionate about customer experience and building operational excellence from the ground up.

What you'll be doing

• Design, lead, and execute special projects aimed at improving the end-to-end customer and patient experience, with a focus on long-term satisfaction, retention, and success.

• Build and scale a high-performing Customer Service and Customer Success department, including team structures, tools, workflows, and KPIs.

• Evaluate and implement technology solutions (e.g., CRM, helpdesk, knowledge base) to support a seamless and efficient customer journey.

• Collaborate cross-functionally with operations, marketing, product, and clinical teams to ensure consistent and aligned customer touchpoints.

• Establish data-driven processes for gathering feedback and monitoring service quality, then use those insights to improve customer outcomes.

• Develop onboarding, engagement, and support strategies that reduce churn and increase customer lifetime value.

• Serve as an internal consultant to identify bottlenecks, improve service delivery, and standardize best practices across departments.

• Report directly to the COO, driving key initiatives with measurable impact on customer satisfaction, operational efficiency, and brand loyalty.

Who You Are and What You’ll Bring

• Customer-Centric Leader with a passion for designing and supporting customer experiences that delight and retain.

• Strategic Systems Thinker who can see the big picture while implementing the infrastructure needed to scale.

• Execution-Oriented Operator with a track record of driving initiatives from strategy to implementation with measurable outcomes.

• Excellent Communicator and Collaborator who can influence at all levels and rally stakeholders around shared goals.

• Experience building and scaling customer service and/or customer success teams, preferably in a fast-growth or healthcare-related environment.

• Tech-Savvy Problem Solver comfortable assessing and deploying software to improve workflows and performance.

• Operations or Consulting Background with experience in organizational transformation or customer experience design.

• Highly organized and versatile; must be effective at managing multiple projects in a fast-paced start-up environment.

Why You'll Love Working Here

Evenly is an energetic and passionate healthcare company built by the same management team that created Bluemercury, one of the nation's fastest-growing luxury retail chain. Evenly is changing how patients receive Invisalign orthodontic care. We put our dental practices and their patients first and we love seeing the astonishing results our patients realize when they’ve completed their treatment. If you want to be a part of this success story while changing people’s lives for the better, we’d love to hear from you.

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