Vantage Point Logistics

Director of Customer Operations

Vantage Point Logistics

full-time

Posted on:

Location Type: Hybrid

Location: Westerville • Ohio • United States

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Job Level

Lead

About the role

  • 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.
  • 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.

Requirements

  • 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.
  • Excellent communication, interpersonal, and relationship-building skills, paired with strong collaboration abilities to work effectively with diverse stakeholders.
  • Demonstrated ability to collaborate effectively with stakeholders across different departments and levels of the organization.
  • 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.
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
operational workflowscustomer support operationsstrategic planningperformance metricsdata-driven insightsagentic AIautomationKPI managementprocess optimizationcustomer experience enhancement
Soft Skills
leadershipcommunicationinterpersonal skillsrelationship-buildingcollaborationcustomer-obsessed approachproblem-solvingstrategic executionteam managementstakeholder engagement