Operations Manager – Customer Experience, E-commerce

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 25%

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LumiMeds

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2024

🏥 Healthcare

💊 Pharmaceuticals

☁️ SaaS

Healthcare • Pharmaceuticals • SaaS

LumiMeds is a telehealth patient-management platform connecting patients with licensed medical providers to deliver personalized weight-loss and longevity injectable treatments. The company offers telehealth consultations, prescription evaluation, and nationwide delivery of prescription and compounded medications (GLP-1s like semaglutide, tirzepatide, and NAD+), with subscription plans, monthly follow-ups, and direct-to-consumer pricing that does not require insurance.

📋 Description

• Own the day-to-day performance of the Customer Experience function across phone, chat, email, and other support channels • Lead, coach, and develop Customer Experience representatives and team leads • Ensure appropriate staffing, scheduling, coverage, and escalation processes as customer volume grows • Maintain standards for response times, resolution quality, accuracy, and customer satisfaction • Serve as the senior escalation point for complex customer and patient issues • Own the operational customer experience across the e-commerce lifecycle, including purchase, payment, order processing, fulfillment, shipping, delivery, recurring orders, and post-purchase support • Identify friction points affecting conversion, customer satisfaction, retention, or repeat purchases • Partner with Payments and Fraud teams on payment failures, refunds, chargebacks, billing questions, and transaction issues • Work with Fulfillment and Pharmacy Operations to improve order accuracy, shipping visibility, delivery timelines, and issue resolution • Improve subscription, recurring-order, cancellation, refund, and retention experiences • Analyze recurring customer contacts and implement scalable solutions • Design and improve workflows, SOPs, escalation paths, scripts, and internal processes • Reduce unnecessary customer contacts through better processes, automation, self-service, and clearer communication • Build scalable processes for increasing order and customer volume • Partner with Product, Technology, Clinical, Compliance, Marketing, Payments, and Fulfillment teams • Translate customer feedback and recurring issues into actionable recommendations • Support implementation and optimization of customer experience and e-commerce tools • Own and monitor CX and operational KPIs including CSAT, response and resolution times, contact volume, escalation rates, productivity, quality, refunds, cancellations, fulfillment contacts, and repeat contacts • Use data to identify trends, bottlenecks, and improvement opportunities • Provide leadership with reporting on performance, customer friction, and operational priorities

🎯 Requirements

• 3+ years of experience in Customer Experience, Customer Operations, E-commerce Operations, or a similar operational leadership role • Hands-on experience working in an e-commerce, DTC, subscription, marketplace, or digitally enabled consumer business • Previous experience directly managing Customer Service or Customer Experience teams in a high-volume environment • Strong understanding of the end-to-end e-commerce customer journey, including checkout, payments, order management, fulfillment, shipping, refunds, cancellations, and post-purchase support • Proven experience improving customer experience workflows, SOPs, escalation processes, staffing, or operational efficiency • Experience managing performance against KPIs such as CSAT, SLA, response time, resolution time, quality, and productivity • Strong analytical mindset with the ability to identify patterns in customer contacts and operational data • Experience collaborating with cross-functional teams such as Payments, Fulfillment, Product, Marketing, Technology, and Operations • Excellent written and verbal communication skills in English • Comfortable working in a fast-moving startup environment where processes are continuously evolving • Professional-level English communication • Availability to work U.S. business hours

🏖️ Benefits

• Remote-first, globally distributed team • Remote work arrangement • Equal opportunity employer

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