The North Star for this role:

Continuously improve the processes, systems, tools, and capabilities that enable exceptional customer operations.

Duties and Responsibilities:

Lead and develop the Customer Operations support and strategy functions, with direct management of the following teams:

• Operations Enablement – metric oversight and improvement, workforce management and capacity planning, and translation of new tools from development into production

• Training & Knowledge Management – new hire onboarding and ongoing education of the team on workflow changes across all lines of business

• Launches – serving as the Customer Operations stakeholder as new products, features, and partnerships are launched, and ensuring requirements are operationalized into workflows

• Quality Assurance – building and running a robust QA program that produces regular, CSR-level quality metrics

• Other duties as assigned

Drive operational performance and process improvement:

• Maintain a pulse on operational metrics across all functions, identifying the right levers to pull to drive improvement and partnering with managers to execute

• Build out the process improvement capabilities of the Customer Operations organization - both in directly leading projects and coaching others in process improvement

• Build feedback loops between QA and Training so recurring performance gaps are identified and addressed through targeted training solutions

• Partner with development teams to translate new capabilities (e.g., workforce management, QA tooling, agentic solutions) into production, and own future iterations of this work as it transitions to the team

Build team capability and leadership:

• Coach and develop functional leaders, helping managers move from executing against direction to setting their own vision, seeking alignment, and delivering

• Design and deliver training and development programs for supervisors and managers

• Establish competency and certification processes that ensure team members are prepared before working new workflows

Lead cross-functional projects and stakeholder relationships:

• Lead and manage projects that enable customer self-service and improve the customer experience

• Partner across Customer Operations, Sales, Product, and technical teams to prioritize, escalate, and resolve issues that affect customer satisfaction and value

• Leverage prior integration experience —on the technical, operational, and people side—as legacy organizations and workflows come together

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

• “Real life” experience interacting with customers (care team or sales)

• 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

$127,000- $171,000

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.