Operations Manager - Customer Service

Summary: LumiMeds, a fast-growing telehealth startup focusing on weight management and long-term metabolic health, is seeking an Operations Manager to lead our Customer Service function. This role is pivotal in ensuring the delivery of exceptional patient experiences in a high-volume, high-growth environment. The Operations Manager will be responsible for optimizing customer support processes, leading a dedicated team, and collaborating with cross-functional departments to address root issues and drive continuous improvement.

Responsibilities:

• Own end-to-end performance of the Customer Service function, ensuring support coverage, quality, and SLAs align with company growth.
• Lead, coach, and develop the customer service team, including hiring, onboarding, and performance management of representatives and team leads.
• Design and continuously improve support workflows, escalation paths, staffing, and scheduling to enhance efficiency and reduce cost-to-serve.
• Act as the senior escalation point for complex or sensitive patient and customer issues, ensuring resolutions meet healthcare brand standards.
• Partner with Payments, Fraud, Fulfillment, and Pharmacy Operations to address billing, shipping, and order issues at their root.
• Translate recurring patient friction points into actionable feedback for Product, Clinical, and Compliance teams.
• Own key performance metrics — CSAT, response/resolution times, volume, and team productivity — and report progress to leadership.
• Build and maintain the operational foundation (tools, processes, documentation) that allows Customer Service to scale reliably.

Required Skills:

• 2+ years of experience in a BPO or call center environment managing inbound customer service or support operations, including direct people management.
• Proven track record of meeting SLA, quality, and CSAT targets in a high-volume inbound phone, chat, or email environment.
• Experience in building or improving call center workflows, scripts, staffing, and scheduling to handle fluctuating inbound volume.
• Strong analytical skills, with the ability to use call center reporting and data for coaching and operational decisions.
• Excellent written and verbal communication skills in English, with comfort working in a fast-paced, evolving startup environment.