Associate Director, Customer Operations

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Overview Job Title: Associate Director, Customer Operations Location: Stuart, Florida Schedule: Monday-Thursday Onsite | Fridays Remote Employment Type: Full-time The Associate Director, Customer Operations will be a key leader in driving the success of our direct-to-consumer business by delivering exceptional customer service and operational excellence. This role is responsible for overseeing all aspects of customer interactions—including patients, healthcare providers (HCPs), and insurance payers—ensuring best-in-class service, compliance, and efficiency. You will guide a high-performing Customer Service team, align operational strategy with broader business objectives, and continuously optimize customer operations within the healthcare sector.
Key Responsibilities
Lead and manage the Customer Service team to achieve both short- and long-term departmental goals in alignment with the company’s strategic initiatives.
Develop and execute monthly, quarterly, and annual sales operations plans supporting business growth and customer satisfaction.
Design and implement scalable call center procedures and policies in collaboration with compliance, technology, and legal teams.
Track and report key performance indicators (KPIs), daily operational metrics, and sales targets; drive accountability and performance outcomes.
Identify and implement best practices and continuous process improvements to enhance customer experience, reduce operational costs, and drive team efficiency.
Recruit, mentor, and develop top talent; provide ongoing performance management, feedback, and professional development support.
Oversee day-to-day business operations ensuring compliance with all regulatory requirements and internal quality standards.
Serve as a liaison across cross-functional teams to ensure alignment and execution of customer-focused initiatives.
Required Qualifications
Education: Bachelor’s degree required (Business, Marketing, Life Sciences, or related field). MBA strongly preferred.
Experience: Minimum 8 years of customer service, call center, or direct-to-consumer experience, preferably within the healthcare industry. Minimum 5 years in a supervisory/management role. Proven success in leading high-performing teams and driving measurable improvements.
Technical Skills: Proficient in data analytics and reporting tools (Excel, Tableau, Power BI). Experience with CRM systems (preferably Salesforce) and billing software. Strong Microsoft Office skills (Word, Excel, PowerPoint, Outlook).
Additional Skills: Excellent interpersonal and communication skills, detail-oriented with strong data entry and proofreading abilities. Bilingual (Spanish) a plus.
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Location:
Florida, NY, United States
Job Type:
FullTime
Category:
Management & Operations

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