Customer Service Operations Manager

• Lead, coach, and develop a team of customer service reps and team leads — holding the bar high while investing in each person's growth.
• Drive a performance culture built on accountability, candid feedback, and real development — not just annual reviews.
• Create an environment where people do their best work, feel ownership over outcomes, and genuinely care about the patients they serve.

• Own the day-to-day: ensure timely, high-quality resolution of customer issues across all channels (phone, email, chat) — at speed and at scale.
• Tackle complex, ambiguous escalations head-on with sound judgment and customer-first instincts.
• Build and enforce policies, processes, and SLAs that are rigorous but human — protecting the customer experience while enabling a fast-moving team.
• Stay ahead of capacity: monitor workload, adjust staffing, and anticipate surges before they become fires.

• Own the metrics that matter — CSAT, NPS, FCR, response time, resolution time — and use them to tell a story, not just report numbers.
• Surface trends in customer behavior and pain points; turn those insights into action with product, engineering, and operations.
• Implement Quality Assurance programs that raise the floor on service quality, every week.

• Relentlessly question the status quo: identify friction in workflows, eliminate steps that slow agents down, and reduce customer effort at every touchpoint.
• Lead improvement initiatives end-to-end — design, pilot, measure, iterate.
• Bring the customer's voice to cross-functional teams, ensuring it shapes product decisions and business strategy.

• Evaluate, implement, and optimize CRM, ticketing, and support tooling — with a bias toward automation and efficiency.
• Partner with engineering and vendor teams to push system enhancements that keep our support infrastructure ahead of our growth curve.
• Treat data integrity as non-negotiable: if the data isn't clean, the decisions aren't sound.

We want someone who runs toward hard things. You'll thrive here if:

• You have 5+ years of leadership experience in fast-paced, high-volume customer service or call center environments.
• You have 2+ years in customer service, healthcare, pharmacy, or a related field — you understand the stakes when a patient can't get their medication.
• You're a builder of teams and systems — not just a manager of tasks.
• You use data instinctively: you know which metrics to watch, how to find the story in the numbers, and how to translate insights into action.
• You thrive in ambiguity. When priorities shift (and they will), you recalibrate fast and keep the team grounded.
• You communicate with clarity and conviction — up, down, and across the org — and you do it with respect and patience.
• You have a low ego and a high standard. You'll do whatever it takes, including jumping on the phones when the team needs it.
• Spanish bilingual is preferred — for supporting diverse customers and teams.
• You have a bachelor's degree in Business, Communications, or equivalent real-world experience.