Associate Director, Customer Operations

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'll be instrumental in guiding a high-performing Customer Service team, aligning operational strategy with broader business objectives, and continuously optimizing our 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 Client'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 a 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 of experience in a supervisory or management role within a customer service team.
• Proven success in leading high-performing teams and driving measurable customer service improvements.
• Technical Skills:
• Proficient in data analytics and reporting tools such as Excel, Tableau, Power BI.
• Experience using CRM systems, preferably Salesforce, and billing software.
• Strong Microsoft Office skills (Word, Excel, PowerPoint, Outlook).
• Additional Skills:
• Excellent interpersonal and communication skills, both verbal and written.
• Detail-oriented with outstanding data entry and proofreading skills.
• Bilingual (Spanish) is a plus.
  
  

Recruiter Submission Template - Associate Director, Customer Operations

Full Name:

Bachelor's Degree - University & Year (Required):

MBA - University & Year (Preferred):

Total Years of Experience (Customer Operations / Call Center):

Years of Experience in Healthcare Industry:

Years of Experience Managing Customer Service Teams:

Experience with Direct-to-Consumer Operations:

Experience in Healthcare Call Center Setting:

Experience with CRM Tools (Salesforce Preferred): (Yes/No - Specify Tools Used)

Experience with Reporting Tools (Excel, Tableau, Power BI): (List Tools & Proficiency Level)

Experience Creating and Implementing SOPs / Call Center Policies:

Experience Managing KPIs, Sales Targets & Metrics: (Yes/No - Specify Scope)

Experience Hiring & Developing High-Performance Teams: (Yes/No - Specify Team Size Managed)

Process Improvement / Cost Optimization Experience: (Yes/No - Provide Example if Available)

Compliance Knowledge in Healthcare Operations:

Bilingual (Spanish) - Written & Spoken Proficiency:

Experience with Insurance Payers & HCP Coordination:

Experience with Direct Patient Customer Service:

Willing to Work Onsite in Stuart, FL (Mon-Thurs):

Contact Number:

Email ID:

LinkedIn Profile:

Full Address (Street, City, State, Zip Code):

Notice Period / Start Date:

Current Work Authorization (US Citizen, Green Card, etc.):

Expected Salary:

Willing to relocate on your own expenses and Work Onsite in Stuart, Florida: