Note: The job is a remote job and is open to candidates in USA. 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
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
- This role requires professional-level English communication and availability to work U.S. business hours
Company Overview