Director of Operations, CS

Tempus AI•Chicago, IL

12d

About The Position

Tempus is seeking a Director, Customer Operations to drive operational excellence across the Customer Operations organization. This role is responsible for continuously improving the processes, systems, tools, and capabilities that enable an exceptional customer experience. The Director will lead the functions that keep Customer Operations running and scaling—Operations Enablement, Training & Knowledge Management, Launches, and Quality Assurance—while building the team, structure, and playbooks that support Tempus’ continued growth and integration. The North Star for this role is to continuously improve the processes, systems, tools, and capabilities that enable exceptional customer operations.

Requirements

Minimum: 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
“Real life” experience interacting with customers (care team or sales)
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 support and strategy functions, with direct management of the following teams: Operations Enablement – metric oversight and improvement, workforce management and capacity planning, and translation of new tools from development into production; Training & Knowledge Management – new hire onboarding and ongoing education of the team on workflow changes across all lines of business; Launches – serving as the Customer Operations stakeholder as new products, features, and partnerships are launched, and ensuring requirements are operationalized into workflows; Quality Assurance – building and running a robust QA program that produces regular, CSR-level quality metrics.
Drive operational performance and process improvement: Maintain a pulse on operational metrics across all functions, identifying the right levers to pull to drive improvement and partnering with managers to execute.
Build out the process improvement capabilities of the Customer Operations organization - both in directly leading projects and coaching others in process improvement.
Build feedback loops between QA and Training so recurring performance gaps are identified and addressed through targeted training solutions.
Partner with development teams to translate new capabilities (e.g., workforce management, QA tooling, agentic solutions) into production, and own future iterations of this work as it transitions to the team.
Build team capability and leadership: Coach and develop functional leaders, helping managers move from executing against direction to setting their own vision, seeking alignment, and delivering.
Design and deliver training and development programs for supervisors and managers.
Establish competency and certification processes that ensure team members are prepared before working new workflows.
Lead cross-functional projects and stakeholder relationships: Lead and manage projects that enable customer self-service and improve the customer experience.
Partner across Customer Operations, Sales, Product, and technical teams to prioritize, escalate, and resolve issues that affect customer satisfaction and value.
Leverage prior integration experience —on the technical, operational, and people side—as legacy organizations and workflows come together.