Note: The job is a remote job and is open to candidates in USA. Tempus AI is a precision medicine and healthcare technology company whose platform uses real-world evidence and AI to support clinical care. The Director, Customer Operations will lead customer operations managers and representatives, oversee service workflows, improve operational performance, and drive cross-functional initiatives that enhance customer satisfaction and value.
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
Skills
- 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
- Experience in a healthcare, diagnostics, or life sciences environment
- 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)
Benefits
- Incentive compensation
- Restricted stock units
- Medical and other benefits depending on the position
Company Overview