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Salary: USD 127,000 - 171,000 / annual
Tempus is seeking a Director of Customer Operations to lead operational excellence across the Customer Operations organization. This role reports into Customer Operations leadership and is responsible for continuously improving the processes, systems, tools, and capabilities that enable exceptional customer experience.
You will lead and develop four key functions: Operations Enablement (metric oversight, workforce management, capacity planning, tool implementation), Training & Knowledge Management (new hire onboarding, ongoing education), Launches (product/feature/partnership launches), and Quality Assurance (QA program and CSR-level quality metrics). You will build the team structure, playbooks, and processes that support Tempus' continued growth and integration.
Key responsibilities include: leading and managing functional teams with direct reports; maintaining operational metrics across all functions and identifying improvement levers; building process improvement capabilities through direct project leadership and coaching; establishing feedback loops between QA and Training to address performance gaps; partnering with development teams to translate new capabilities into production; coaching and developing functional leaders; designing training and development programs for supervisors and managers; establishing competency and certification processes; leading cross-functional projects that enable customer self-service; and partnering across Customer Operations, Sales, Product, and technical teams to resolve issues affecting customer satisfaction.
Required: 10+ years of leadership experience in operations, customer service, or related field; demonstrated track record of process improvement and operational discipline in high-volume, service-oriented environments; strong project management skills for complex, cross-functional initiatives.
Preferred: healthcare, diagnostics, or life sciences experience; direct customer interaction experience; experience building agentic workflows and applying AI/automation to operational problems; change management and systems integration experience; advanced degree (MBA).
Ideal candidates demonstrate strong operational discipline, excellent stakeholder management, track record of developing and mentoring people, data fluency, proactive entrepreneurial mindset, sound judgment around risk mitigation, and ability to lead with empathy.
