Process Operations Manager, Customer Support

Process Operations Manager, Customer Support @ Midi Health 👩‍⚕️💬

Midi Health is on a mission to redesign care for women in midlife — and we’re growing fast. We’re looking for a Process & Enablement Manager, Customer Support to strengthen the way our support teams work: consistent workflows, excellent training, clear knowledge, and high-quality patient experiences.

This role is ideal for a process-driven operator who loves turning frontline realities into clear playbooks, training, and content — and who can build durable programs (workflow governance, onboarding, continuous learning, and QA) that scale with the company.

If you’re passionate about operational excellence, coaching through clarity, and improving the patient experience through better process and knowledge — we’d love to meet you.

 

This job is “HOT”: 🔥

You won’t just manage workflows — you’ll shape how our support organization performs.

• 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.

 

Business impact — Not just surviving but thriving 📈

• Workflow Design & Optimization: Design, refine, and govern support workflows to ensure clarity, consistency, compliance, and patient safety. Identify inefficiencies and drive structured improvements that reduce friction for both patients and agents.
  
  
• Metrics & Performance Insights: Understand how support and call center metrics tell a story — volume drivers, contact rate trends, handle time, repeat contacts, escalations, quality trends, CSAT — and use them to guide strategic improvements. Move the team from reactive to proactive.
  
  
• Quality Program Leadership: Design and strengthen the structure of our QA program by developing scorecards, calibration standards, and reporting that enable Team Leads to run QA effectively. Identify themes from QA findings and translate them into workflow improvements and training opportunities.
  
  
• End-to-End Patient Experience Ownership: Map patient pain points across the full journey. Identify breakdowns between teams and lead improvement projects that enhance continuity, clarity, and trust in care.
  
  
• Cross-Functional Change Leadership: Drive adoption of new processes and improvements through structured rollout, communication, measurement, and iteration.

 

What you will need to succeed: 🌱

• 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.

 

What we offer: 💼 ✨

• The compensation range for this role is $120,000-130,000 annually.
• Desirable benefits package, including:
• Health, dental and vision
• Paid holidays
• Flexible time off

 

The interview process will include: 📚

• Recruiter Screen (30 min)
  
  
• Hiring Manager Screen (30 min)
  
  
• Peer interviews (2 x 30 hours)
  
  
• VP Interview (30 Min)

 

✨ Why Join Us?

We’re on a mission to transform care for women in midlife. If you’re excited to help us build a best-in-class team while working with smart, purpose-driven people, we’d love to talk.

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