Head of Customer Ops & Process Excellence

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

Benefits offered by this job

Incentive compensation

Restricted stock units

Medical benefits

Job summary

Tempus AI, Inc. is seeking a Director, Customer Operations to drive operational excellence across the Customer Operations organization.

You will lead the functions of Operations Enablement, Training & Knowledge Management, Launches, and Quality Assurance while building a scalable team and playbooks to support growth. The role focuses on continuous process and tool improvements, cross-functional collaboration with Sales, Product, and engineering, and delivering an exceptional customer experience

Qualifications

• Minimum: 10+ years of leadership experience in operations, customer service, or related field.
• Proven track record of process improvement and operational discipline in high-volume environments.
• Strong project management skills and ability to lead cross-functional initiatives.

Responsibilities

• Lead and develop the Customer Operations strategy and teams: Operations Enablement, Training & Knowledge Management, Launches, and QA.
• Drive operational performance via metrics, levers, and cross-functional collaboration.
• Build and mentor leaders, design training programs, and establish competency/certification processes.
• Partner with product and technical teams to translate capabilities into workflows and improve customer experience.

Skills

Leadership

Process improvement

Project management

Stakeholder management

Change management

Education

MBA or advanced degree

Tools

QA tooling

Job description

Tempus AI, Inc. is seeking a Director, Customer Operations to drive operational excellence across the Customer Operations organization.

You will lead the functions of Operations Enablement, Training & Knowledge Management, Launches, and Quality Assurance while building a scalable team and playbooks to support growth. The role focuses on continuous process and tool improvements, cross-functional collaboration with Sales, Product, and engineering, and delivering an exceptional customer experience