Process Operations Manager, Customer Support
Midi Health
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $120,000 - $130,000 per year
About the role
- Improve end-to-end patient support workflows, from first contact through resolution and follow-up.
- Analyze support and call center metrics to uncover trends, pain points, and operational gaps — and turn insights into action.
- Translate frontline data (QA themes, ticket trends, call patterns, CSAT, escalations) into process improvements that measurably improve patient experience.
- Partner closely with our Support Operations leaders to feed frontline learnings into process improvements.
- Champion and evolve our QA program — ensuring we’re not just scoring interactions, but using them to elevate performance and consistency.
- Work cross-functionally with Clinical, Product, Patient Experience, and Engineering to improve patient journeys across departments — not just within Support.
Requirements
- 5+ years in Customer Support Operations, Call Center Operations, or Support Leadership in a scaled environment (healthcare a plus).
- Deep understanding of support metrics and how they inform operational direction.
- Prior management or team leadership experience (direct or dotted-line).
- Experience running or partnering closely with QA programs.
- Strong process mapping and documentation skills.
- Comfort working cross-functionally and influencing without authority.
- Bias toward action — you don’t just diagnose problems, you fix them.
Benefits
- Health, dental and vision
- Paid holidays
- Flexible time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
support metrics analysisprocess mappingdocumentation skillsQA program management
Soft Skills
leadershipcross-functional collaborationinfluencing without authorityproblem-solvingaction-oriented