Senior Manager, Program Management – Operational Excellence
hims & hers
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $160,000 - $185,000 per year
Job Level
Senior
Tech Stack
PMP
About the role
- Own the operational excellence strategy for Customer Care, ensuring alignment with company growth goals and service level standards.
- Manage and optimize outsourced partner relationships (BPOs), establishing rigorous performance standards and driving accountability for quality and efficiency.
- Design and launch new operational flows, creating the standard operating procedures (SOPs) and workflows required to support new product launches and service expansions.
- Drive the execution of cross-functional initiatives, ensuring seamless collaboration across Product, Engineering, Clinical, and Customer Care teams to tool and automate support processes.
- Establish and monitor success metrics, tying program outcomes directly to Customer Satisfaction (CSAT), Average Handle Time (AHT), and First Contact Resolution (FCR).
- Partner with support and clinical leaders to identify friction points in the customer journey and remove operational barriers through process re-engineering.
- Champion process improvement and standardization, enhancing how support teams operate and how vendor performance is measured across the Care Experience organization.
- Oversee launch readiness for new support channels, embedding feedback loops and data insights to refine agent training and partner workflows.
- Represent the Care Experience organization in vendor business reviews, influencing external stakeholders and guiding strategic resource planning.
- Foster a culture of continuous improvement, transparency, and operational rigor across the internal and external support ecosystem.
Requirements
- 8-12+ years of experience leading operational programs, process improvement, or vendor management in fast-paced technology-enabled service organizations
- 4+ years of experience specifically managing outsourced partners (BPOs) or building customer support operations at scale
- Demonstrated success driving operational transformation from conception to execution with measurable improvements in efficiency and customer experience
- Deep understanding of contact center operations, support workflows, and workforce management principles
- Proven ability to translate strategic vision into actionable process maps and deliver through influence across technical and non-technical teams
- Exceptional stakeholder management and negotiation skills, with the ability to manage external partners and internal leadership expectations
- Strong systems thinking, Six Sigma/Lean methodology exposure, and change management expertise
- Adept at operating in fast-paced, ambiguous environments, balancing detailed process work with high-level strategy
- Bachelor’s degree required
- PMP, COPC, or Six Sigma certification is a plus.
Benefits
- Competitive salary & equity compensation for full-time roles
- Unlimited PTO, company holidays, and quarterly mental health days
- Comprehensive health benefits including medical, dental & vision, and parental leave
- Employee Stock Purchase Program (ESPP)
- 401k benefits with employer matching contribution
- Offsite team retreats
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
operational excellenceprocess improvementvendor managementcontact center operationssupport workflowsworkforce managementprocess mapsSix SigmaLean methodologychange management
Soft skills
stakeholder managementnegotiation skillsinfluencecollaborationcontinuous improvementtransparencyoperational rigorstrategic visionsystems thinkingadaptability
Certifications
PMPCOPCSix Sigma