Director, Customer Operations
About The Position
Tempus is seeking a Director, Customer Operations to lead a team of managers and customer service representatives. The role oversees core customer operations, including customer calls, email inquiries, and proactive outreach to obtain missing information needed for patient reports. The Director monitors operational metrics across client workflows, identifies causes of performance gaps, and works with managers to improve results. They also develop functional leaders and partner with Customer Operations, Sales, Product, and technical teams to address issues affecting customer satisfaction and value, while leading cross-functional projects and stakeholder relationships.
Requirements
- At least 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, including the ability to lead complex, cross-functional initiatives from concept through execution.
Nice To Haves
- Experience in healthcare, diagnostics, or life sciences.
- Experience building agentic workflows and tools or applying AI or automation to operational problems.
- Experience leading change management and organizational or systems integration.
- Advanced degree, such as an MBA.
- Strong operational discipline and a preference for building durable processes, systems, and tools rather than one-off fixes.
- Excellent stakeholder management skills and ability to build cross-functional relationships and influence without authority.
- Track record of developing and mentoring people, including helping managers become strong, independent leaders.
- Data fluency and comfort using metrics to diagnose problems, prioritize, and measure improvement.
- Proactive, entrepreneurial mindset and ability to thrive in a high-growth, rapidly evolving environment and operationalize solutions quickly.
- Sound judgment around risk mitigation and ability to anticipate downstream consequences of operational decisions.
- Ability to form genuine connections with team members and lead with empathy.
Responsibilities
- Lead and develop the Customer Operations team, directly managing managers who oversee supervisors and Customer Service Representatives (CSRs).
- Oversee incoming customer calls, customer emails, and proactive outreach to obtain missing information needed for patient reports.
- Monitor operational metrics across client workflows, identify root causes of performance gaps, and partner with managers to drive improvements.
- Coach and develop functional leaders, helping managers build their own vision, seek alignment, and deliver results.
- Partner with Customer Operations, Sales, Product, and technical teams to prioritize, escalate, and resolve issues affecting customer satisfaction and value.
- Lead cross-functional projects and stakeholder relationships.
- Perform other duties as assigned.
Benefits
- Incentive compensation may be offered.
- Restricted stock units may be offered.
- Medical and other benefits may be offered, depending on the position.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
