Director, Customer Operations

Tempus AI•Chicago, IL

3d•$120,000 - $170,000•Remote

About The Position

Passionate about precision medicine and advancing the healthcare industry? Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way. Tempus' proprietary platform connects an entire ecosystem of real-world evidence to deliver real-time, actionable insights to physicians, providing critical information about the right treatments for the right patients, at the right time. We are looking for a Director, Customer Operations who will lead a team of managers and customer service representatives.

Requirements

10+ years of leadership experience in operations, customer service, or a related field
Demonstrated track record of process improvement and operational discipline in a high-volume, service-oriented environment
Strong project management skills, with the ability to lead complex, cross-functional initiatives from concept through execution
Strong operational discipline and a bias toward building durable processes, systems, and tools rather than one-off fixes
Excellent stakeholder management skills and the ability to build cross-functional relationships and influence without authority
A track record of developing and mentoring people, including growing managers into strong, independent leaders
Data fluency—comfort using metrics to diagnose problems, prioritize, and measure improvement
A proactive, entrepreneurial mindset; thrives in a high-growth, rapidly evolving environment and can operationalize solutions quickly
Sound judgment around risk mitigation and the ability to anticipate downstream consequences of operational decisions
The ability to form genuine connections with team members and lead with empathy

Nice To Haves

Experience in a healthcare, diagnostics, or life sciences environment
Experience building agentic workflows and tools or applying AI/automation to operational problems
Experience leading change management and organizational or systems integration
Advanced degree (e.g., MBA)

Responsibilities

Lead and develop the Customer Operations team, providing direct management to managers who oversee supervisors and Customer Service Representatives (CSRs).
Oversee the execution of core customer operations, including managing incoming customer calls, addressing customer emails, and directing proactive outreach to customers to secure missing information needed for patient reports.
Maintain a pulse on operational metrics across all client workflows. Understand root causes of performance gaps and partner with managers to drive improvement.
Coach and develop functional leaders, helping managers move from executing against direction to setting their own vision, seeking alignment, and delivering.
Partner across Customer Operations, Sales, Product, and technical teams to prioritize, escalate, and resolve issues that affect customer satisfaction and value.
Lead cross-functional projects and stakeholder relationships:
Other duties as assigned