[Hiring] Operations Manager @Lumimeds

Role Description

LumiMeds, a fast-growing telehealth startup focusing on weight management and long-term metabolic health, is seeking an Operations Manager to lead our Customer Service function. This role is pivotal in ensuring the delivery of exceptional patient experiences in a high-volume, high-growth environment. The Operations Manager will be responsible for:

• Owning end-to-end performance of the Customer Service function, ensuring support coverage, quality, and SLAs align with company growth.
• Leading, coaching, and developing the customer service team, including hiring, onboarding, and performance management of representatives and team leads.
• Designing and continuously improving support workflows, escalation paths, staffing, and scheduling to enhance efficiency and reduce cost-to-serve.
• Acting as the senior escalation point for complex or sensitive patient and customer issues, ensuring resolutions meet healthcare brand standards.
• Partnering with Payments, Fraud, Fulfillment, and Pharmacy Operations to address billing, shipping, and order issues at their root.
• Translating recurring patient friction points into actionable feedback for Product, Clinical, and Compliance teams.
• Owning key performance metrics — CSAT, response/resolution times, volume, and team productivity — and reporting progress to leadership.
• Building and maintaining the operational foundation (tools, processes, documentation) that allows Customer Service to scale reliably.

Qualifications

• 2+ years of experience in a BPO or call center environment managing inbound customer service or support operations, including direct people management.
• Proven track record of meeting SLA, quality, and CSAT targets in a high-volume inbound phone, chat, or email environment.
• Experience in building or improving call center workflows, scripts, staffing, and scheduling to handle fluctuating inbound volume.
• Strong analytical skills, with the ability to use call center reporting and data for coaching and operational decisions.
• Excellent written and verbal communication skills in English, with comfort working in a fast-paced, evolving startup environment.

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.