Director of Customer Service
Core
Lead strategy, operations, and performance for a patient-centric customer support function in a healthcare technology company, ensuring seamless access to medications and high service quality.
Role type
Director of Customer Service Operations (Healthcare Tech)
Builds
Scalable customer support systems and patient experience workflows for a pharma-to-patient cloud platform
Domain
Healthcare technology / Prescription supply chain
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic planning, team leadership, operations management, process optimization, data analysis, cross-functional partnership, compliance management, workforce planning, vendor management, analytical problem solving
Preferred skills
Healthcare or pharmacy industry experience, HIPAA knowledge, BPO/vendor management experience
Technologies
CRM, ticketing systems, contact center platforms, automation tools
Responsibilities
Build and lead high-performing support teams; develop and execute customer service strategy; oversee end-to-end operations (inbound/outbound); drive process and technology improvements; manage performance metrics (SLs, FCR, CSAT); analyze customer data for insights; partner with product, clinical, and compliance teams; ensure regulatory compliance; manage capacity and resource allocation.
Seniority
Director, strategic leadership with hands-on operational oversight
