Director of Customer Operations

Simplex•Austin, TX

About The Position

Our client is a fast-growing technology company. Compensation package will include base, generous equity, bonus, as well as 100% paid Health insurance, vision, and dental coverage.

Requirements

You are a strong people leader and know how to motivate a team to perform.
Fast-paced, external, customer-facing Operations / CX / Implementation experience.
Experience working in resource-constrained environments. Doing more with less.
Hungry and scrappy. Able to independently make things happen without hand-holding.
Nimble thinker and problem solver. You can figure things out.
An appreciation for the risk/reward of an early-stage startup. Someone who naturally biases towards equity vs guaranteed salary and winning together.
Ability to travel throughout the US as-needed.

Nice To Haves

Science background is appreciated - The ability to pragmatically digest evidence and make decisions based on facts and data

Responsibilities

Manage a multidisciplinary operations team
Define team OKRs, set performance targets, and hold regular performance reviews.
Foster a culture of accountability, collaboration, and professional growth.
Act as the primary client point of contact for all new implementations.
Lead cross-functional coordination (clinical, product, operations) to ensure seamless deployment and readiness.
Travel to client sites as needed to support launches, training, and quality assurance.
Own end-to-end operations for existing clients — efficiency, quality, and KPI management.
Develop and monitor key operational metrics (SLA compliance, utilization, cost per engagement, satisfaction scores).
Drive continuous improvement through root-cause analysis and process optimization.
Serve as the point of contact for escalated customer issues, ensuring timely resolution and communication.
Define hiring priorities and staffing models based on volume forecasts and strategic initiatives.
Collaborate with internal recruiters and external agencies to meet timelines and quality standards.
Oversee candidate evaluation standards
Own new-hire onboarding processes ensuring operational compliance, readiness, and scalability.
Continuously refine training content and delivery methods to enhance clinical, operational, and cultural alignment.
Monitor productivity and quality metrics; identify performance gaps and execute improvement plans.
Analyze profitability drivers (utilization, time allocation, client mix) and recommend optimizations.
Collaborate with Finance and Data teams to align resource allocation with business goals.
Partner with Product and Engineering to identify technology and automation opportunities.
Manage operational ROI reporting.
Analyzing billable hour data and optimizing for profitability and compliance.
Support leadership in long-term capacity planning and organizational design.