Director, Customer Service
Core
Build and lead patient-facing support operations for a global digital healthcare company, managing teams across phone, chat, and email channels to support patients with obesity and chronic conditions.
Role type
Director, Customer Service (Operations Leadership)
Builds
Scalable support operations, knowledge management systems, and patient care delivery workflows.
Domain
Digital Healthcare / Health-tech / Patient Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Operations leadership, team building and scaling, knowledge management, CRM/ticketing systems expertise, data analysis, change management, cross-functional collaboration, strategic planning, performance metrics management, hybrid team leadership
Preferred skills
SQL proficiency, healthcare industry experience, experience in high-growth environments
Technologies
Zendesk, Salesforce, Freshdesk, Confluence, Notion
Responsibilities
Optimize daily operations for Patient and Medical Support teams; Build and formalize operational backbone including workflows and reporting; Establish vision and roadmap for the support function; Lead and coach managers and supervisors; Implement quality assurance programs; Build data dashboards and present operational updates to senior leadership.
Seniority
Director, strategic leadership with hands-on operational oversight
