Director, Customer Operations

Elephas•Madison, WI

3d•Onsite

About The Position

Elephas, a Madison, WI based biotechnology company, is seeking a Director of Customer Operations to design and build our customer service infrastructure and manage day-to-day customer service functions. This critical role supports a multi-segment commercial model spanning CLIA LDT, pharma CRO services, in-house platform placements, and commercial distributors. The ideal candidate has deep experience in life sciences or diagnostics customer operations, is hands-on by nature, and thrives in a fast-paced startup environment—personally handling customer interactions while simultaneously building the systems and team that scale with the business.

Requirements

Bachelor’s or Master’s degree in a business or life sciences discipline
7+ years in customer service or operations
At least 3 years in diagnostics, medical devices, biotech, or clinical laboratory settings
Demonstrated experience designing or rebuilding a customer service function from the ground up
Hands-on, administrative-level proficiency in HubSpot Service Hub, including pipelines, automation, SLA configuration, knowledge base, and reporting
Experience selecting and implementing telephony platforms (e.g., Aircall, RingCentral, Dialpad) with CRM integration; familiarity with AI chatbot platforms for triage and deflection
Strong cross-functional communication skills; equally effective engaging patients, oncologists, PhD scientists, pharma partners, and engineering teams
Self-directed and operationally rigorous; energized by building structure in an ambiguous, fast-changing startup environment with minimal supervision

Nice To Haves

Working knowledge of HIPAA and demonstrated experience handling PHI compliantly a plus
Experience in a CLIA laboratory, LDT, or in vitro diagnostics commercial environment strongly preferred
Pharma/CRO service delivery experience a plus

Responsibilities

Partner with IT to design and implement a HubSpot Service Hub CRM/ERP with multi-segment ticket pipelines, SLA configuration, automation workflows, and reporting dashboards
Select and deploy an integrated telephony platform and AI chatbot for triage and first-touch resolution across all customer channels
Build and maintain a comprehensive knowledge base covering clinical, scientific, billing, and engineering topics
Establish fully auditable customer interaction records compliant with HIPAA/PHI, GCP, and applicable regulatory standards
Design distinct service workflows, SLAs, and escalation paths for each customer segment
Personally triage and resolve inbound contacts spanning entire scope of offerings
Ensure every contact is classified, routed, documented, and resolved within defined SLA windows with full auditability
Adverse event and compliance management
Define and manage a KPI framework covering first-contact resolution, time-to-resolution, CSAT/NPS, SLA compliance, escalation rate, and adverse event cycle time
Build and maintain live dashboards providing leadership with real-time visibility into customer experience quality and operational health
Document all workflows, scripts, and escalation logic from day one to enable clean handoff as the team scales with commercial growth
Define hiring roadmap tied to commercial milestones; lead recruiting, onboarding, and training when headcount is approved