Kevin Rath, former Head of Customer Experience at Warby Parker, shares why he joined Tomorrow Health to create a best-in-class customer experience in the home-health space.
10 years ago, I had the opportunity to join a small team at an eyewear startup. I supported the business in fielding customer inquiries and day to day operations, which eventually scaled into growing roles along the customer success pipeline. 10 years later, I found myself leading Customer Experience at Warby Parker with years of experience listening to customers and giving them a personalized experience.
On June 15, I hit another milestone — I left Warby Parker to join Tomorrow Health as Head of Customer Experience.
New opportunities came up during my time at Warby, but nothing felt like the right fit. I was spoiled a bit, to be honest! The company had a compelling mission, strong core values, and brilliant minds that I was fortunate enough to work with everyday. I told myself that unless something came along with all of those things, I would stay put.
When I heard about Tomorrow Health I wasn’t sure what I was opening myself up to. I met with Vijay about his vision and how he felt the company could make an impact in the world. I was intrigued. The healthtech industry has been ripe for change for years, with major gaps that directly affect patients. From a customer perspective, innovation in this space could mean the chance to meaningfully improve the care patients directly receive at the most critical points in their lives.
After meeting Vijay, I met with other members of the Tomorrow Health team. I was drawn in by their passion and shared commitment to the company’s vision. I knew after speaking with them that this company checked all the boxes for me. At Tomorrow Health I saw a great mission, a viable business model, strong core values, and the chance to impact millions of lives. I was excited to draw upon my years of building best in class customer experience at Warby Parker, and bring that to an industry that had fallen behind in truly centering patient’s needs. I got the sense that, if I did my job right, I could add to this foundation and help set the team up for a successful future. That excited me.
I’ve been with the company now for a little over a month and I can say that my instincts were right. I’ve been so impressed with my team members and how hard they work every day. There is a palpable sense that everyone shares the same goal and the willingness to go above and beyond to achieve that. I’m really enjoying it and am so excited for what’s to come.
As we’re now in the second half of 2021, I’m excited to build our team to scale. Over the next few months we’re looking to continue to improve our Customer Experience and are looking for people to help us do just that. We’ll be building out various areas of expertise for our team to better support patients, referring providers and our DME suppliers. We’ll be hiring analytical thinkers, training leaders, and building out technology roles that will help us create a best-in-class experience for all stakeholders in the home-health space. I look forward to shaping the future of home health with Tomorrow Health — come join us.