Director of Operations, CS

Tempus AI•Chicago, IL

12d•$127,000 - $171,000

About The Position

Tempus is seeking a Director, Customer Operations to drive operational excellence within the Customer Operations organization. This role focuses on continuously improving processes, systems, tools, and capabilities to ensure an exceptional customer experience. The Director will oversee key functions including Operations Enablement, Training & Knowledge Management, Launches, and Quality Assurance, while also building the necessary team, structure, and playbooks to support the company's growth and integration. The primary goal is to enhance customer operations through continuous improvement of all supporting elements.

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.
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 Operations Enablement, Training & Knowledge Management, Launches, and Quality Assurance teams.
Drive operational performance and process improvement by monitoring operational metrics, identifying improvement levers, and executing improvement plans.
Build out the process improvement capabilities within the Customer Operations organization, both by leading projects and coaching others.
Establish feedback loops between Quality Assurance and Training to address performance gaps with targeted training.
Partner with development teams to translate new capabilities into production and manage future iterations.
Build team capability and leadership by coaching functional leaders, designing and delivering training programs for supervisors and managers, and establishing competency and certification processes.
Lead cross-functional projects and stakeholder relationships, including 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 affecting customer satisfaction.
Leverage prior integration experience to manage the convergence of legacy organizations and workflows.