Customer Operations & Implementation Leader

GraphiteRx Inc.; Nashville (TN); On-site; USD 170,000 - 230,000; Full time

Benefits offered by this job

Strong compensation

Great benefits

Collaborative culture

Job summary

A healthcare innovation company in Nashville is seeking a Customer Operations & Implementation Leader to design scalable systems for customer operations, manage teams, and leverage AI tools. The ideal candidate will have over 8 years of experience in customer operations and a strong track record in building operational efficiencies. This role offers a competitive compensation package and the opportunity to drive change in U.S. healthcare. Applicants must be authorized to work in the U.S. and the position is primarily onsite with some remote work on Fridays.

Qualifications

• 8+ years of experience in customer operations or implementation leadership.
• Proven experience in building scalable operational systems.
• Experience managing both human workflows and workflow automation.
• Hands-on experience deploying AI or automation tools in real operational settings.
• Strong cross-functional communication and execution discipline.
• Ability to operate in ambiguity and build structure from scratch.

Responsibilities

• Develop repeatable onboarding and implementation playbooks.
• Lead implementation execution with strong project discipline.
• Build, manage, and develop a team responsible for customer delivery.
• Lead implementation with strong project discipline.
• Drive excellence across onboarding and support functions.
• Establish escalation paths, milestones, and documentation standards.
• Manage a team delivering customer outcomes and AI-enabled workflows.
• Define KPIs and dashboards surfacing trends and opportunities.
• Collaborate with Product and Engineering to improve readiness.

Skills

Customer operations leadership

AI tools management

Cross-functional communication

Process standardization

Project discipline

Tools

AI agents deployment

Job description

Customer Operations & Implementation Leader

Nashville, TN
Full-time | Reports to: CEO

About Us

At GraphiteRx, we’re transforming how pharmaceuticals and medical supplies are distributed and making them more accessible and affordable. We partner with innovators like the Mark Cuban Cost Plus Drugs Company and top-tier health systems to drive change at scale.

The Role

We are seeking an experienced operator to own and scale GraphiteRx’s customer operating system. This leader will design, deploy, and continuously improve operational processes that drive onboarding, implementation, and support. You will build and lead a team of people and design, deploy, and manage AI agents that augment and scale our customer operations.

This role is about building systems and infrastructure that enable world-class delivery at scale — not inheriting a finished playbook.

What You’ll Do

Operational System Design

Develop repeatable onboarding and implementation playbooks

Build operational workflows and tooling that ensure consistency and quality

Standardize processes that improve time-to-launch and customer experience

Delivery & Execution Leadership

Lead implementation execution with strong project discipline

Drive operational excellence across onboarding and support functions

Establish escalation paths, milestones, and documentation standards

People + AI Workforce Management

Build, manage, and develop a team responsible for customer delivery

Design, deploy, and manage AI agents that support customer operations

Define clear boundaries and collaboration patterns between humans and automation

Establish QA, governance, and performance standards

Define KPIs that measure operational health and delivery outcomes

Build dashboards and reporting that surface trends and opportunities

Run optimization cycles grounded in real operational data

Cross-Functional Collaboration

Partner with Product, Engineering, and other functions to improve operational readiness

Translate customer delivery insights into actionable recommendations

How This Role Is Different

You will build the customer operating system, not inherit one

You will manage both people and AI agents as part of core operations

You will craft systems capable of supporting rapid growth and scale

What We’re Looking For

Required

8+ years of experience in customer operations, implementation, or support leadership

Track record building scalable operational systems in growth environments

Experience leading teams and managing both human workflows and workflow automation

Hands-on experience deploying or managing AI or automation tools in real operational settings

Strong cross-functional communication and execution discipline

Comfort operating in ambiguity and building structure from scratch

Preferred

Experience in healthcare, supply chain, marketplaces, or complex B2B products

Role Why GraphiteRx?

Shape What’s Next: Solve critical problems in U.S. healthcare, fast

Work with the Latest: From AI analytics to workflow automation, we experiment and adopt what works

Collaborative Culture: Autonomy, mentorship, and momentum

Competitive Package: Strong compensation, great benefits, Nashville-based team

How to Apply

Send your resume and a short note to [e-mail] highlighting an AI automation workflow you implemented (including measurable impact) and tell us what excites you about this position!

Note: this position is onsite in Nashville, TN (Fridays remote). Applicants must be authorized to work in the U.S. We cannot sponsor work visas.