Process Operations Manager, Customer Support

Role Overview

• Improve end-to-end patient support workflows, from first contact through resolution and follow-up.
• Analyze support and call center metrics to uncover trends, pain points, and operational gaps — and turn insights into action.
• Translate frontline data (QA themes, ticket trends, call patterns, CSAT, escalations) into process improvements that measurably improve patient experience.
• Partner closely with our Support Operations leaders to feed frontline learnings into process improvements.
• Champion and evolve our QA program — ensuring we’re not just scoring interactions, but using them to elevate performance and consistency.
• Work cross-functionally with Clinical, Product, Patient Experience, and Engineering to improve patient journeys across departments — not just within Support.

Requirements

• 5+ years in Customer Support Operations, Call Center Operations, or Support Leadership in a scaled environment (healthcare a plus).
• Deep understanding of support metrics and how they inform operational direction.
• Prior management or team leadership experience (direct or dotted-line).
• Experience running or partnering closely with QA programs.
• Strong process mapping and documentation skills.
• Comfort working cross-functionally and influencing without authority.
• Bias toward action — you don’t just diagnose problems, you fix them.

Benefits

• Health, dental and vision
• Paid holidays
• Flexible time off