Biotech Customer Operations Director

Elephas; Madison (WI); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Life insurance

401(k) plan

Stock options

Job summary

Elephas, a Madison, WI based biotechnology company, is seeking a Director of Customer Operations responsible for building customer service infrastructure and managing daily functions. This role is crucial for supporting a multi-segment model that includes CLIA LDT and pharma CRO services.

The ideal candidate has significant experience in life sciences customer operations, thrives in a fast-paced environment, and can handle customer interactions while developing scalable systems.

Qualifications

• 7+ years in customer service or operations, with at least 3 years in diagnostics, medical devices, biotech, or clinical laboratory settings.
• Experience designing or rebuilding a customer service function from the ground up.
• Working knowledge of HIPAA and handling PHI compliantly.

Responsibilities

• Partner with IT to implement a HubSpot Service Hub CRM/ERP.
• Design service workflows and SLAs for customer segments.
• Define and manage a KPI framework for customer service performance.

Skills

Customer service function design

HubSpot Service Hub proficiency

Telephony platforms experience

Cross-functional communication

Operational rigor

Education

Bachelor’s or Master’s in business/life sciences

Tools

HubSpot Service Hub

CRM integration platforms

Job description

Elephas, a Madison, WI based biotechnology company, is seeking a Director of Customer Operations responsible for building customer service infrastructure and managing daily functions. This role is crucial for supporting a multi-segment model that includes CLIA LDT and pharma CRO services.

The ideal candidate has significant experience in life sciences customer operations, thrives in a fast-paced environment, and can handle customer interactions while developing scalable systems.