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. Tempus' proprietary platform connects an entire ecosystem of real-world evidence to deliver real-time, actionable insights to physicians, providing critical information about the right treatments for the right patients, at the right time.
We are looking for a Director, Customer Operations who will drive operational excellence across Tempus’ Customer Operations organization. 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 Director will lead the functions that keep Customer Operations running and scaling—Operations Enablement, Training & Knowledge Management, Launches, and Quality Assurance—while building the team, structure, and playbooks that support Tempus’ continued growth and integration.
The North Star for this role:
Continuously improve the processes, systems, tools, and capabilities that enable exceptional customer operations.
Duties and Responsibilities:
Lead and develop the Customer Operations support and strategy functions, with direct management of the following teams:
Operations Enablement – metric oversight and improvement, workforce management and capacity planning, and translation of new tools from development into production
Training & Knowledge Management – new hire onboarding and ongoing education of the team on workflow changes across all lines of business
Launches – serving as the Customer Operations stakeholder as new products, features, and partnerships are launched, and ensuring requirements are operationalized into workflows
Quality Assurance – building and running a robust QA program that produces regular, CSR-level quality metrics
Other duties as assigned
Drive operational performance and process improvement:
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
Build team capability and leadership:
Coach and develop functional leaders, helping managers move from executing against direction to setting their own vision, seeking alignment, and delivering
Design and deliver training and development programs for supervisors and managers
Establish competency and certification processes that ensure team members are prepared before working new workflows
Lead cross-functional projects and stakeholder relationships:
Lead and manage projects that enable customer self-service and improve the customer experience
Partner across Customer Operations, Sales, Product, and technical teams to prioritize, escalate, and resolve issues that affect customer satisfaction and value
Leverage prior integration experience —on the technical, operational, and people side—as legacy organizations and workflows come together
Required Experience:
Minimum:
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
Strong project management skills, with the ability to lead complex, cross-functional initiatives from concept through execution
Preferred:
Experience in a healthcare, diagnostics, or life sciences environment
“Real life” experience interacting with customers (care team or sales)
Experience building agentic workflows and tools or applying AI/automation to operational problems
Experience leading change management and organizational or systems integration
Advanced degree (e.g., MBA)
Ideal candidates will possess:
Strong operational discipline and a bias toward building durable processes, systems, and tools rather than one-off fixes
Excellent stakeholder management skills and the ability to build cross-functional relationships and influence without authority
A track record of developing and mentoring people, including growing managers into strong, independent leaders
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
The ability to form genuine connections with team members and lead with empathy
$127,000- $171,000
The expected salary range may vary for other locations. Actual salary may vary based on qualifications and experience. Tempus offers a full range of benefits, which may include incentive compensation, restricted stock units, medical and other benefits depending on the position.
We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.