VPL · 16 hours ago
Director of Customer Operations
WESTERVILLE, Ohio, United States
Full-time
Hybrid
Director/ExecutiveVPL is a company that enhances clinical supply chains by providing visibility and efficiency in procurement and fulfillment processes. They are seeking a Director of Customer Operations to lead their Customer Care team, ensuring exceptional service delivery and operational excellence across customer support for healthcare supply chain and pharmacy services.
Health CareInformation ServicesInformation Technology
Responsibilities
Lead our Customer Care team focused on supporting software and services for both healthcare supply chain and direct-to-patient pharmacies, including specialty, home infusion, and central fill
Define the strategic vision and operating model for the Customer Care department, aligned with the company's overall objectives and customer experience standards
Define and manage goals, KPIs, and performance metrics to measure success and drive continuous improvement aligned with best practices, workflows, and automation to streamline processes and maximize productivity
Oversee the day-to-day operations of the Customer Care department, ensuring timely and efficient handling of customer inquiries, incidents, complaints, and escalations across all tiers
Champion a customer-obsessed approach to service delivery, striving to exceed customer expectations at every touchpoint. Develop initiatives to enhance the overall customer experience, drive satisfaction and loyalty, and proactively identify and address potential issues through data-driven insights
Build and optimize operational workflows for customer support, including designing scalable processes for tier 1 (frontline inquiries) and tier 2 (complex, technical escalations), integrating tools for efficient ticket management, and ensuring seamless handoffs between support levels
Partner with other departments such as Account Management, Billing, Supplier Relations, Product Development, and Engineering representing the voice of the customer to identify opportunities for process optimization, product improvements, and alignment of customer care strategies with business objectives. Act as a key liaison to foster strong cross-functional partnerships
Utilize data-driven insights to monitor performance, identify trends, root causes, opportunities for improvement to make informed decisions. Generate regular reports on key metrics, trends, and customer feedback to inform strategic planning and decision-making
Lead and support initiatives aimed at enhancing operational efficiency, and service quality. Drive process improvements, technology enhancements, and training initiatives to optimize customer service delivery, with a focus on building resilient workflows that scale with business growth
Own the definition, tracking, and continuous refinement of Customer Care metrics, including leading and lagging indicators. Analyze trends, conduct root cause analysis, and proactively identify systemic issues impacting customer experience, product stability, or operational efficiency
Manage and standardize escalation processes involving third parties, including carriers, suppliers, and technology partners. Establish clear escalation paths, SLAs, and accountability to ensure timely resolution of cross-organizational issues
Qualification
Required
Proven experience in building and operating a best-in-breed support organization, preferably in a fast-paced, customer-centric environment within healthcare, supply chain, pharmacy or related software industries
Demonstrated expertise in building out operational workflows, including designing, implementing, and scaling processes for customer support operations
Proven leadership experience in a customer success or support environment, with a track record of managing tiered support teams (tier 1 and tier 2)
Strong strategic planning and execution skills, with a history of driving operational excellence and delivering measurable results
Proven ability to apply agentic AI to automate complex operational workflows, improve decision velocity, and scale outcomes with minimal manual intervention
Exceptional leadership and team management capabilities, with the ability to inspire and motivate cross-functional teams
A customer-obsessed mindset, with a deep commitment to understanding and advocating for customer needs
Excellent communication, interpersonal, and relationship-building skills, paired with strong collaboration abilities to work effectively with diverse stakeholders
Analytical mindset with proficiency in data analysis, performance metrics, and reporting
Demonstrated ability to collaborate effectively with stakeholders across different departments and levels of the organization
Demonstrated experience building metrics-driven support organizations, including trend analysis, demand forecasting, and capacity planning in a growing environment
Proven ability to manage complex escalations across internal teams and external partners, holding third parties accountable for resolution and service quality
Preferred
Experience in implementing customer service technology platforms and tools (e.g., CRM systems, ticketing software, automation tools) is a plus
Knowledge of relevant regulations, compliance standards, and industry best practices in customer service operations, particularly in healthcare or regulated sectors
Company
VPL
VPL provides technology and solutions for healthcare.
Founded in 2011
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Eric McGlade
CEO / Co-Founder
Dillon Leary
Chief Financial Officer
Recent News
2022-09-12
2022-09-08
Company data provided by crunchbase