We are looking for a Director, Customer Operations who will lead a team of managers and customer service representatives.
Duties and Responsibilities:
Lead and develop the Customer Operations team, providing direct management to managers who oversee supervisors and Customer Service Representatives (CSRs).
Oversee the execution of core customer operations, including managing incoming customer calls, addressing customer emails, and directing proactive outreach to customers to secure missing information needed for patient reports.
Maintain a pulse on operational metrics across all client workflows. Understand root causes of performance gaps and partner with managers to drive improvement
Coach and develop functional leaders, helping managers move from executing against direction to setting their own vision, seeking alignment, and delivering
Partner across Customer Operations, Sales, Product, and technical teams to prioritize, escalate, and resolve issues that affect customer satisfaction and value
Lead cross-functional projects and stakeholder relationships:
Other duties as assigned
Required Experience:
Minimum:
10+ years of leadership experience in operations, customer service, or a related field
Demonstrated track record of process improvement and operational discipline in a high-volume, service-oriented environment
Strong project management skills, with the ability to lead complex, cross-functional initiatives from concept through execution
Preferred:
Experience in a healthcare, diagnostics, or life sciences environment
Experience building agentic workflows and tools or applying AI/automation to operational problems
Experience leading change management and organizational or systems integration
Advanced degree (e.g., MBA)
Ideal candidates will possess:
Strong operational discipline and a bias toward building durable processes, systems, and tools rather than one-off fixes
Excellent stakeholder management skills and the ability to build cross-functional relationships and influence without authority
A track record of developing and mentoring people, including growing managers into strong, independent leaders
Data fluency—comfort using metrics to diagnose problems, prioritize, and measure improvement
A proactive, entrepreneurial mindset; thrives in a high-growth, rapidly evolving environment and can operationalize solutions quickly
Sound judgment around risk mitigation and the ability to anticipate downstream consequences of operational decisions
The ability to form genuine connections with team members and lead with empathy
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$120,000 - $170,000
The expected salary range may vary for other locations. Actual salary may vary based on qualifications and experience. Tempus offers a full range of benefits, which may include incentive compensation, restricted stock units, medical and other benefits depending on the position.
