Senior Director, Customer Care

Sequel, headquartered in Manchester, New Hampshire, is a company developing the next generation of transformative drug-delivery advancements starting with diabetes. Sequel’s approach is to look at diabetes management holistically to advance systems that make living with diabetes simpler and easier for all. Sequel’s flagship product, the twiist Automated Insulin Delivery (AID) System, launched in July 2025 for people with type 1 diabetes providing them with personalized diabetes management.  

The Senior Director, Customer Care is responsible for leading Sequel's customer support strategy and operations, ensuring an exceptional customer experience while optimizing efficiency, controlling costs, and building a scalable service model for future growth. As the senior-most leader of the Customer Care function, this role oversees customer interactions across phone, email, chat, and emerging digital channels, driving operational excellence, customer satisfaction, and business performance.

This leader translates business priorities into scalable customer support strategies, operating models, and continuous improvement initiatives that enable sustainable growth. The Senior Director will leverage customer insights, service data, operational metrics, and market trends to identify opportunities, solve complex problems, and proactively recommend innovative solutions that improve both the customer experience and business performance.

This individual must possess the judgment to build for today's needs while architecting an organization capable of supporting future growth. The Senior Director will define what an efficient Customer Care team looks like and continuously measure the team’s results against that model. The ideal candidate is an analytical, forward-thinking leader who understands how to drive efficiency, optimize resources, and thoughtfully scale people, processes, and technology without overbuilding.