Director, Customer Operations

Passionate about precision medicine and advancing the healthcare industry?

Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way. Tempus' proprietary platform connects an entire ecosystem of real-world evidence to deliver real-time, actionable insights to physicians, providing critical information about the right treatments for the right patients, at the right time.

We are looking for a Director, Customer Operations who will lead a team of managers and customer service representatives.

Duties and Responsibilities

• Lead and develop the Customer Operations team, providing direct management to managers who oversee supervisors and Customer Service Representatives (CSRs).
• Oversee the execution of core customer operations, including managing incoming customer calls, addressing customer emails, and directing proactive outreach to customers to secure missing information needed for patient reports.
• Maintain a pulse on operational metrics across all client workflows. Understand root causes of performance gaps and partner with managers to drive improvement
• Coach and develop functional leaders, helping managers move from executing against direction to setting their own vision, seeking alignment, and delivering
• Partner across Customer Operations, Sales, Product, and technical teams to prioritize, escalate, and resolve issues that affect customer satisfaction and value
• Lead cross-functional projects and stakeholder relationships:
• Other duties as assigned

Required Experience

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

Preferred

* Experience in