Director of Operations, CS

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.

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