Sr Manager, Program Management - Operational Excellence

Hims & Hers

About The Position

We’re seeking an experienced Sr. Program Manager, Operational Excellence to drive process innovation and partner performance within the Care Experience organization. This role leads the design and implementation of new operational flows for customer care teams—driving efficiency, quality, and seamless coordination between internal stakeholders and outsourced partners. You’ll play a key role in shaping how we support our customers at scale. This role combines process design, vendor management, and execution excellence—turning complex operational challenges into streamlined, scalable solutions. You’ll partner closely with operations leaders to deliver initiatives that make customer support more efficient, consistent, and impactful. This role requires international travel 2-3x per year.

Requirements

8-12+ years of experience leading operational programs, process improvement, or vendor management in fast-paced technology-enabled service organizations.
4+ years of experience specifically managing outsourced partners (BPOs) or building customer support operations at scale.
Demonstrated success driving operational transformation from conception to execution with measurable improvements in efficiency and customer experience.
Deep understanding of contact center operations, support workflows, and workforce management principles.
Proven ability to translate strategic vision into actionable process maps and deliver through influence across technical and non-technical teams.
Exceptional stakeholder management and negotiation skills, with the ability to manage external partners and internal leadership expectations.
Strong systems thinking, Six Sigma/Lean methodology exposure, and change management expertise.
Adept at operating in fast-paced, ambiguous environments, balancing detailed process work with high-level strategy.
Bachelor’s degree required

Nice To Haves

PMP, COPC, or Six Sigma certification is a plus.

Responsibilities

Own the operational excellence strategy for Customer Care, ensuring alignment with company growth goals and service level standards.
Manage and optimize outsourced partner relationships (BPOs), establishing rigorous performance standards and driving accountability for quality and efficiency.
Design and launch new operational flows, creating the standard operating procedures (SOPs) and workflows required to support new product launches and service expansions.
Drive the execution of cross-functional initiatives, ensuring seamless collaboration across Product, Engineering, Clinical, and Customer Care teams to tool and automate support processes.
Establish and monitor success metrics, tying program outcomes directly to Customer Satisfaction (CSAT), Average Handle Time (AHT), and First Contact Resolution (FCR).
Partner with support and clinical leaders to identify friction points in the customer journey and remove operational barriers through process re-engineering.
Champion process improvement and standardization, enhancing how support teams operate and how vendor performance is measured across the Care Experience organization.
Oversee launch readiness for new support channels, embedding feedback loops and data insights to refine agent training and partner workflows.
Represent the Care Experience organization in vendor business reviews, influencing external stakeholders and guiding strategic resource planning.
Foster a culture of continuous improvement, transparency, and operational rigor across the internal and external support ecosystem.

Benefits

Competitive salary & equity compensation for full-time roles
Unlimited PTO, company holidays, and quarterly mental health days
Comprehensive health benefits including medical, dental & vision, and parental leave
Employee Stock Purchase Program (ESPP)
401k benefits with employer matching contribution
Offsite team retreats

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