Director, Customer Operations
Core
Lead a team of managers and customer service representatives to oversee customer operations, including call management, email handling, and proactive outreach for patient report data collection.
Role type
Senior leadership IC (Customer Operations Director)
Builds
Customer service workflows and operational processes for a precision medicine platform
Domain
Healthcare / Precision Medicine / Customer Operations
Deliverable
Dashboards & analysis | client delivery
Required skills
Team leadership, process improvement, project management, cross-functional collaboration, stakeholder management, data fluency, change management, risk mitigation
Preferred skills
Healthcare/diagnostics/life sciences experience, AI/automation workflow experience, advanced degree (MBA)
Technologies
None explicitly stated
Responsibilities
Lead and develop the Customer Operations team, oversee execution of core customer operations (calls, emails, outreach), maintain operational metrics and drive improvement, coach functional leaders, partner across Sales/Product/Technical teams, lead cross-functional projects
Seniority
Director, hands-on leadership
