Tempus AI
Director of Operations, CS
Chicago · Director
Sponsorship not specified$127k-$171kDetected 5 hours ago
Project ManagementStakeholder ManagementProcess ImprovementOnboardingCustomer SupportPatient CareLeadershipMentoring
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odds of building a lasting career here
54Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role78
Entry-level history0
PERM / green-card track0
Lottery odds (Level III)83
Fits your clock70
Sponsors, but it's cap-subject — you still face the weighted lottery (~45% per draw at Level III). Good if you win; have a cap-exempt backup on your list.
Lottery odds assume a STEM candidate.
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About the role
- Reporting into Customer Operations leadership, this role is responsible for continuously improving the processes, systems, tools, and capabilities that enable an exceptional customer experience.
- The North Star for this role: Continuously improve the processes, systems, tools, and capabilities that enable exceptional customer operations.
Responsibilities
- Quality Assurance - building and running a robust QA program that produces regular, CSR-level quality metrics
- Maintain a pulse on operational metrics across all functions, identifying the right levers to pull to drive improvement and partnering with managers to execute
- Build out the process improvement capabilities of the Customer Operations organization - both in directly leading projects and coaching others in process improvement
- Build feedback loops between QA and Training so recurring performance gaps are identified and addressed through targeted training solutions
- Partner with development teams to translate new capabilities (e.g., workforce management, QA tooling, agentic solutions) into production, and own future iterations of this work as it transitions to the team
- Lead and develop the Customer Operations support and strategy functions, with direct management of the following teams:
- Drive operational performance and process improvement:
- Build team capability and leadership:
- Design and deliver training and development programs for supervisors and managers
- Lead cross-functional projects and stakeholder relationships:
Requirements
- 10+ years of leadership experience in operations, customer service, or a related field
- Demonstrated track record of process improvement and operational discipline in a high-volume, service-oriented environment
Nice to have
- Experience leading change management and organizational or systems integration
- Advanced degree (e.g., MBA)
- Data fluency-comfort using metrics to diagnose problems, prioritize, and measure improvement
- A proactive, entrepreneurial mindset
- thrives in a high-growth, rapidly evolving environment and can operationalize solutions quickly
- Sound judgment around risk mitigation and the ability to anticipate downstream consequences of operational decisions
Skills
- Passionate about precision medicine and advancing the healthcare industry?
- Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way.
- Continuously improve the processes, systems, tools, and capabilities that enable exceptional customer operations.
Compensation
- The expected salary range may vary for other locations.
Benefits
- Coach and develop functional leaders, helping managers move from executing against direction to setting their own vision, seeking alignment, and delivering
- Training & Knowledge Management - new hire onboarding and ongoing education of the team on workflow changes across all lines of business
- Experience in a healthcare, diagnostics, or life sciences environment
Company info
- "Real life" experience interacting with customers (care team or sales)
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This listing is sourced directly from Tempus AI's careers page and normalized into a canonical job model.