LumiMeds

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Operations Manager - Customer Service

Added

21 days ago

Location

Type

Full time

Salary

Salary not provided

Related skills

data analytics staffing workflow design call center bpo

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📋 Description

Own end-to-end CS performance, ensuring coverage, quality, and SLAs.
Lead and develop the CS team, including hiring and onboarding.
Design and improve support workflows, escalation paths, staffing, and scheduling.
Act as senior escalation point for complex patient issues; ensure resolutions meet standards.
Partner with Payments, Fraud, Fulfillment, and Pharmacy Ops to address root causes.
Translate recurring friction points into actionable feedback for Product, Clinical, and Compliance.

🎯 Requirements

2+ years in BPO or call center ops managing inbound CS and people.
Proven SLA, quality, CSAT targets in high-volume support.
Experience building call center workflows, staffing, and scheduling.
Strong analytical skills; use data for coaching and decisions.
Excellent English; comfortable in a fast-paced startup.

🎁 Benefits

Remote-first, globally distributed team.
Fast-paced, ownership-driven culture.
Direct impact on patient experiences.
Cross-functional collaboration opportunities.

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