Director, Customer Operations — Remote Healthcare Leader

Tempus; Chicago (IL); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

incentive compensation

restricted stock units

medical and other benefits depending

Job summary

Tempus is seeking a Director, Customer Operations to lead a team of managers and CSRs, and to drive high-volume, data-driven customer service initiatives.

The role requires deep experience building durable processes, strong stakeholder management, and a track record of mentoring leaders in a fast-growing, healthcare tech environment.

Expected salary ranges from $120,000 to $170,000 with comprehensive benefits. Location flexibility includes remote possibilities within the United States.

Qualifications

• Minimum 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.

Responsibilities

• Lead and develop the Customer Operations team, providing direct management to managers who oversee supervisors and CSRs.
• Oversee the execution of core customer operations, including managing incoming calls, addressing emails, and proactive outreach to secure missing information 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 toward independent leadership.
• Partner across Customer Operations, Sales, Product, and technical teams to prioritize, elevate, and resolve issues affecting customer satisfaction and value.
• Lead cross-functional projects and stakeholder relationships.
• Other duties as assigned.

Skills

Leadership

Customer Operations

Process Improvement

Project Management

Stakeholder Management

Data Fluency

Change Management

Education

MBA (preferred)

Job description

Tempus is seeking a Director, Customer Operations to lead a team of managers and CSRs, and to drive high-volume, data-driven customer service initiatives.

The role requires deep experience building durable processes, strong stakeholder management, and a track record of mentoring leaders in a fast-growing, healthcare tech environment.

Expected salary ranges from $120,000 to $170,000 with comprehensive benefits. Location flexibility includes remote possibilities within the United States.