Head of Customer Operations & Process Excellence

Tempus AI; Chicago (IL); On-site; USD 127,000 - 171,000; Full time

Benefits offered by this job

Benefits package

Job summary

Tempus AI in Chicago is seeking a Director of Customer Operations to drive excellence across the customer operations organization and scale the team, processes, and tools.

Reporting to Customer Operations leadership, you will lead Operations Enablement, Training & Knowledge Management, Launches, and Quality Assurance, building playbooks to support growth and integration with internal partners. The role emphasizes people leadership and process optimization.

Qualifications

• 10+ years of leadership experience in operations, customer service, or related field.
• Proven 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

• Oversee operations enablement, metrics oversight, capacity planning, and translation of new tools from development into production.
• Lead onboarding and ongoing education of the team through Training & Knowledge Management.
• Own launches of new products, features, and partnerships and translate requirements into workflows.
• Build and run a robust QA program with CSR-level quality metrics.
• Manage cross-functional projects and stakeholder relationships to prioritize and resolve issues affecting customer satisfaction.
• Drive process improvement and establish feedback loops between QA and Training for targeted solutions.
• Partner with development teams to translate new capabilities into production and own future iterations.

Skills

Leadership experience

Process improvement

Project management

Operations management

Stakeholder management

Education

Advanced degree (MBA)

Job description

Tempus AI in Chicago is seeking a Director of Customer Operations to drive excellence across the customer operations organization and scale the team, processes, and tools.

Reporting to Customer Operations leadership, you will lead Operations Enablement, Training & Knowledge Management, Launches, and Quality Assurance, building playbooks to support growth and integration with internal partners. The role emphasizes people leadership and process optimization.