Operations Manager - Customer Service
Summary: LumiMeds, a fast-growing telehealth startup focusing on weight management and long-term metabolic health, is seeking an Operations Manager to lead our Customer Service function. This role is pivotal in ensuring the delivery of exceptional patient experiences in a high-volume, high-growth environment. The Operations Manager will be responsible for optimizing customer support processes, leading a dedicated team, and collaborating with cross-functional departments to address root issues and drive continuous improvement.
Responsibilities:
Own end-to-end performance of the Customer Service function, ensuring support coverage, quality, and SLAs align with company growth.
Lead, coach, and develop the customer service team, including hiring, onboarding, and performance management of representatives and team leads.
Design and continuously improve support workflows, escalation paths, staffing, and scheduling to enhance efficiency and reduce cost-to-serve.
Act as the senior escalation point for complex or sensitive patient and customer issues, ensuring resolutions meet healthcare brand standards.
Partner with Payments, Fraud, Fulfillment, and Pharmacy Operations to address billing, shipping, and order issues at their root.
Translate recurring patient friction points into actionable feedback for Product, Clinical, and Compliance teams.
Own key performance metrics — CSAT, response/resolution times, volume, and team productivity — and report progress to leadership.
Build and maintain the operational foundation (tools, processes, documentation) that allows Customer Service to scale reliably.
Required Skills:
2+ years of experience in a BPO or call center environment managing inbound customer service or support operations, including direct people management.
Proven track record of meeting SLA, quality, and CSAT targets in a high-volume inbound phone, chat, or email environment.
Experience in building or improving call center workflows, scripts, staffing, and scheduling to handle fluctuating inbound volume.
Strong analytical skills, with the ability to use call center reporting and data for coaching and operational decisions.
Excellent written and verbal communication skills in English, with comfort working in a fast-paced, evolving startup environment.