The Role: The Patient Services Operations team is at the forefront of the company mission to bring affordable prices and deliver the best possible experience for all of our patients. We compete in an industry where minutes matter, and are looking for a gritty, tech-forward leader to own the strategy, operations, and performance of the customer support function, ensuring a seamless and patient-centric experience across pharmacy services. This role oversees inhouse and outsourced support teams handling patient, provider, and partner inquiries, with a strong focus on access to medications, issue resolution, and service quality. Combining strategic leadership with hands-on operational rigor, leveraging data, technology, and cross-functional partnerships to scale systems, improve performance, and drive continuous improvement in a fast-paced, high-growth environment.
What you'll do:- Lead your team: Build and lead a high-performing, inclusive organization across customer support functions, fostering accountability, coaching, and continuous development.
- Own strategic planning: Develop and execute a comprehensive customer service strategy across inbound and outbound channels to improve access, engagement, retention, and overall customer experience while supporting business growth.
- Oversee operations end-to-end: Ensure seamless execution of both inbound support (e.g., issue resolution, inquiries, care coordination) and outbound engagement (e.g., follow-ups, education, proactive outreach), with a focus on quality, efficiency, and scalability.
- Drive process and technology improvements: Identify, implement, and optimize tools, systems, and processes (e.g., CRM, ticketing, automation) to enhance both inbound and outbound efficiency and effectiveness.
- Drive performance management: Establish and monitor Key Performance Indicators (KPIs) such as Service Levels (SLs), First Contact Resolution (FCR), Customer Satisfaction (CSAT), quality scores, and productivity; use insights to continuously improve team and operational performance.
- Leverage data & insights: Analyze customer interactions, feedback, and operational metrics to identify trends, root causes, and opportunities to enhance service delivery and customer satisfaction.
- Partner cross-functionally: Collaborate closely with operations, product, clinical, compliance, and growth teams to align on priorities, improve workflows, and advocate for the customer experience across the organization.
- Ensure compliance & quality: Maintain adherence to healthcare regulations and internal quality standards, ensuring consistent, accurate, and compliant communication across all customer touchpoints.
- Manage capacity & planning: Oversee workforce planning, forecasting, and resource allocation to meet demand across channels while maintaining service levels and cost efficiency.
- Thrive in a start up environment: roll up your sleeves to solve problems directly when needed, while also building repeatable systems. Navigate ambiguity, shifting priorities, and rapid growth with a solutions-oriented mindset. Balance speed with quality, ensuring scalability without sacrificing execution.
A successful applicant will fit the following criteria:- Bachelor's degree or equivalent experience.
- 10+ years of experience in Customer Service Operations, with proven success leading inbound and outbound teams.
- 5+ years of experience managing large-scale, multi-channel support organizations (phone, chat, email) in a fast-paced, high-growth environment.
- Experience in healthcare, pharmacy, or other regulated industries (e.g., HIPAA) strongly preferred.
- Demonstrated ability to own and improve key performance metrics (e.g., SLs, CSAT, FCR, AHT).
- Strong operational expertise in workforce planning, capacity management, and service delivery at scale.
- Proven experience leading cross-functional initiatives and influencing product, operations, and commercial stakeholders.
- Strong analytical skills with the ability to translate data into actionable insights and measurable improvements.
- Experience implementing and optimizing customer service tools and systems (e.g., CRM, contact center platforms).
- Excellent communication, presentation, and stakeholder management skills.
- Strong coaching and leadership capabilities, with a track record of building and developing high-performing teams.
- Experience managing external vendors or Business Process Outsourcing (BPO) partners is a plus.
- Proven track record of delivering measurable business impact, including customer satisfaction, efficiency gains, and growth.
