Process Operations Manager, Customer Support

Midi Health is on a mission to redesign care for women in midlife and is seeking a Process Operations Manager in Customer Support. This role focuses on improving workflows, analyzing metrics, and enhancing the patient experience through structured operational excellence.

Responsibilities:

• 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
• Design, refine, and govern support workflows to ensure clarity, consistency, compliance, and patient safety
• Identify inefficiencies and drive structured improvements that reduce friction for both patients and agents
• Understand how support and call center metrics tell a story — volume drivers, contact rate trends, handle time, repeat contacts, escalations, quality trends, CSAT — and use them to guide strategic improvements
• Move the team from reactive to proactive
• Design and strengthen the structure of our QA program by developing scorecards, calibration standards, and reporting that enable Team Leads to run QA effectively
• Identify themes from QA findings and translate them into workflow improvements and training opportunities
• Map patient pain points across the full journey
• Identify breakdowns between teams and lead improvement projects that enhance continuity, clarity, and trust in care
• Drive adoption of new processes and improvements through structured rollout, communication, measurement, and iteration

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