[Hiring] Operations Manager @Lumimeds

Role Description

We're looking for an Operations Manager who thinks like an engineer. You'll run day-to-day Customer Support alongside our existing team leads — but your real job is figuring out how to remove work from the team, not just manage the work they already have.

• Customer Support Operations — chat, email, phone performance across a globally distributed team
• AI-Powered Automation — identifying where LLMs and agents can replace manual workflows
• Systems & Tooling — partnering with engineering to design, spec, and build the infrastructure that makes support scale
• Process & Quality — SOPs, QA, escalation logic, and the metrics that hold it all together

Qualifications

• 3–5+ years in Customer Support Operations, Support Management, or an adjacent ops/systems role
• Hands-on AI use — you've automated your own work, built something with an LLM, or designed a prompt/workflow that replaced a manual task
• Strong systems thinking — you can diagnose where a process breaks, not just notice that it did
• Ability to write specs and requirements engineers and AI coding agents can execute with minimal back-and-forth
• Strong grasp of support metrics, ticketing systems, and workflow tools
• Proven experience managing remote or distributed teams
• High attention to detail — both at the ticket level and the systems level
• Comfortable in a high-growth, startup environment
• Excellent written and verbal English
• Ability to work U.S. business hours consistently

Requirements

• Experience designing internal tools or partnering closely with engineering teams (nice to have)
• Familiarity with AI tooling (Claude, ChatGPT, Claude Code, Cursor, LangChain, n8n, Zapier, etc.) beyond casual use (nice to have)
• Experience in telehealth, healthcare, SaaS, or other regulated industries (nice to have)
• Working understanding of medicine, prescriptions, pharmacy workflows, or clinical terminology (nice to have)
• Strong logical reasoning — you break problems down, test hypotheses, and think in clear steps (nice to have)
• A side project, automation, or system you can point to and explain in detail (nice to have)

Benefits

• Hard problems. Global support, regulated environment, real humans on the other end, no room for sloppy.
• AI-native from day one. We don't use AI as branding. Our engineers ship with AI coding agents in production. We expect our ops leaders to do the same.
• Real scope. You're not managing a queue — you're redesigning how the queue works.
• Direct impact. Every system you ship shows up in CSAT, in resolution times, and in how many agents we need to hire next quarter.

How to Apply

If this role sounds like a fit, we’d love to hear from you. Please submit your application in English and ensure your resume reflects relevant experience for the role.

This position is open to candidates based in approved locations, depending on the role and business needs. Qualified applicants will be contacted for next steps.

LumiMeds is an equal opportunity employer. We hire based on skills, experience, and alignment with our values.

Please note: This role requires professional-level English communication and availability to work U.S. business hours.