Customer Service Operations Manager
Core
Lead and optimize a high-volume customer service team to resolve patient medication access issues across phone, email, and chat channels while driving operational efficiency and product improvements.
Role type
Senior Customer Service Operations Manager
Builds
Scalable customer support operations and patient experience workflows for a healthcare technology platform
Domain
Healthcare technology / Patient services
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership and coaching, operational management, performance metrics analysis, process improvement, cross-functional collaboration, CRM and ticketing tool optimization, crisis management
Preferred skills
Spanish language proficiency, healthcare or pharmacy domain knowledge
Technologies
CRM systems, ticketing platforms, support automation tools
Responsibilities
Lead, coach, and develop a team of customer service reps and team leads; Own day-to-day operations ensuring timely resolution across all channels; Monitor and optimize key performance metrics (CSAT, NPS, FCR); Drive end-to-end process improvement initiatives to reduce customer effort; Partner with engineering and product teams to translate customer insights into system enhancements; Manage staffing levels and anticipate capacity surges
Seniority
Senior, hands-on IC with team leadership
