Manager of Customer Support Operations

Pharmacy Simplified. We leverage service and technology to simplify the management of complex medication regimens for the 32 million people taking more than 5 medications a month. PillPack uses design to create an unparalleled patient experience that is both satisfying and effective.

We are a pharmacy built on providing an exceptional experience to our customers, with the goal of changing the way people interact with their medications. We are looking for a dynamic individual to lead our Customer Support Operations (CSO)—a team that provides the unique service of managing, tracking and renewing customers’ prescriptions so that they don’t have to. You will manage the team to meet our experience and business goals in the most streamlined way possible. You will work with both our product, leadership and other pharmacy operations teams to make improve processes, make our tools better, and ultimately enhance the entire customer experience. We are a growing company, and you will have the opportunity to make a tangible impact on both the company as well as the quality of our customer’s lives.

* Lead a team of pharmacists and technicians to provide exceptional customer support to PillPack’s existing customers * Provide feedback and coach all team members to ensure a high level of accountability across the team * Work with the team to ensure smooth transition and implementation of programs and processes * Implement, manage, and maintain systems and technology to support operations * Develop and implement effective communication strategies to use with all Customer Support Operations staff, related to training and development * Embrace the PillPack culture to ensure that all interactions speak to the values we believe in as a company and team

* Associates/Bachelor’s Degree * Experience in healthcare/pharmacy a plus, but not required * Proven leadership skills; you have extensive experience managing teams in a fast paced environment * Deep understanding and care for creating an exceptional customer experience * Demonstrated organizational, analytical, interpretative and time management skills * High level of interpersonal communication skills; collaborative, team-oriented mindset * Experience with performance scorecard management and development to track results and progress * Understanding of analytical tools such as Excel, Access databases, SaaS * Superior written and verbal communication skills