Head of Patient Success & Service Delivery

Del Mar, CA (On-site)

$160,000 – $195,000 base

TrimRx is building the first truly managed GLP-1 care model — one that takes responsibility for what happens after a prescription is written.

Most telehealth companies optimize for speed and volume.

We optimize for outcomes, trust, and long-term patient success.

We believe guidance is the product.

We are scaling quickly — and our patient experience needs to evolve just as fast. If you’ve ever looked at a broken support system and immediately started redesigning it in your head, this role is for you.

Today, like many high-growth companies, parts of our support and care model are still reactive. Patients reach out when something goes wrong.

That’s not the future we’re building.

This role exists to:

• Shift us from reactive support → proactive care
• Build systems that anticipate patient needs before they escalate
• Ensure patients feel supported, confident, and guided throughout their journey

Your mandate is to rebuild how care is delivered after enrollment — turning a high-volume, reactive support system into a proactive, structured care model that patients can rely on.

The entire post-enrollment patient experience — across phone, email, and messaging channels.

This includes:

• Leading Patient Success teams across the U.S. and Mexico
• Operating within a high-volume call center environment (~10,000 calls/week)
• Building proactive outreach models (not just ticket-based support)
• Improving response times, queue management, and patient clarity
• Creating clear escalation paths between support and clinical teams
• Partnering with Revenue, Product, and Clinical to fix systemic issues upstream

This is a hands-on operator role — you will be expected to go deep into workflows, queues, and performance data. You will be:

• Redesigning team structure and workflows
• Setting and enforce performance standards across teams
• Influencing or changing external partners if needed
• Working directly with executive leadership to prioritize fixes

• This role requires monthly travel to Guadalajara, Mexico to work directly with call center and support teams
• Success in this role depends on in-person leadership, coaching, and operational oversight

• Reduced refund-driven churn and patient drop-off
• Increased proactive patient outreach vs. reactive tickets
• Improved SLA adherence and response times
• Higher patient confidence (CSAT/NPS) across key lifecycle moments
• Stronger partnership and cleaner handoffs with Clinical

• Led Customer Experience, Patient Success, or Care Ops teams at scale
• Managed managers and built high-performing frontline teams
• Transformed a support org from reactive → proactive
• Operated in a high-growth, fast-changing environment
• Worked in healthcare, telehealth, or another trust-sensitive space (highly desired)

This is:

• A builder role with real ownership
• A chance to define how care is delivered at scale
• A highly cross-functional leadership position

This is not:

• A call center management role
• A purely strategic or advisory position
• A revenue-driven “save at all costs” function

• You’ll build something from the ground up — not inherit a finished system
• You’ll work directly with executive leadership and shape company direction
• You’ll have real impact on patient outcomes, not just metrics
• You’ll help define what “good” looks like in a rapidly growing category

If you’re someone who sees broken systems and instinctively starts rebuilding them — we want to talk.