Customer Operations
il y a 2 jours
Brooklyn
Location: NYC Metro Area (Williamsburg Office 3+ Days/Week) Reports to: Chief Operating Officer Company Mission ___ gives patients ownership of prescriptions. Our platform enables clinicians to send prescriptions to patients via text, which saves them time by allowing their patients to shop between pharmacies. ___ is to help consumers save money by increasing transparency. Who are we looking for? We’re looking for someone to own and scale Customer Operations at Photon. This is a ground-floor role shaping the processes, tools, and structures that support our end users — patients and providers — when they need help. Titles aren’t the focus for us. You might currently be in a Manager, Lead, or even Director role — what matters most is that you’ve done this work before: building and iterating on support processes, managing vendor relationships, partnering with product and engineering, and jumping in directly with customers when needed. The right candidate has strong technical fluency, is comfortable scoping/testing/implementing tools alongside product and engineering, and knows how to turn noisy customer feedback into clear, actionable insights. You don’t need to have built an AI system yourself, but you should be fluent in modern support tools and excited to drive automation where it makes things better. This role is equal parts visionary and hands-on: mapping messy workflows into elegant ones, engaging directly with customers under pressure, and laying the foundation for a team you may grow over time. Core Responsibilities • Own day-to-day inbound support processes for Photon’s patients & providers, • Act as an escalation point and engage directly with customers to resolve complex issues, • Manage vendor relationships with BPO partners, ensuring clear expectations and escalation pathways, • Build, maintain, and continually refine processes to make support faster, clearer, and more scalable, • Translate customer insights into process or product improvements, • Evaluate, implement, and maintain tools to support growing support volumes, • Partner with Product & Engineering to scope, test, and implement new features with operational impact, • Identify opportunities to replace manual workflows with automation/AI, • Roll out new tooling and drive adoption across internal teams and vendors, • Create and maintain clear documentation for Photon staff, vendors, and customers, • Define, track, and communicate operational KPIs to leadership, • Plan for long-term scale, including team structures and resourcing Required Qualifications • 4+ years in customer operations, support operations, or related roles at a high-growth company, • Background in healthcare, fintech, SaaS, or other complex/high-stakes industries, • Direct experience being customer-facing in high-pressure environments (calls, escalations, customer meetings), • Experience managing outsourced vendors (BPO or similar), • Proven ability to build and iterate on scalable operational processes, • Strong technical literacy — able to scope, test, and launch tools/features with product and engineering, • Fluency with modern support tooling and workflow automation (AI-powered preferred), • Experience rolling out new tools and driving adoption across teams and vendors, • Familiarity with working in regulated environments (HIPAA, PCI, etc.), or ability to quickly ramp on compliance-sensitive workflows, • Experience with mission-critical operations where errors can impact patient outcomes, • Skilled at synthesizing noisy, unstructured customer feedback into actionable insights, • Ability to define, track, and communicate operational KPIs to leadership Preferred Qualifications • Experience hiring and managing operations or support teams, • Experience working in early- or growth-stage startup environments, with comfort navigating ambiguity and building from scratch Why Join Us? • Take on a role with meaningful ownership, shaping how an early-stage company supports, grows, and learns from its customers., • Work closely with leadership across Product, Sales, and Operations to influence the direction of the business and product., • Help modernize how prescriptions are integrated into clinical workflows—making healthcare simpler and more human., • Be part of one of the weirdest, funnest, most driven teams in health tech., • Competitive salary, benefits, and meaningful equity. Our Values 🍕🐀 Be a Pizza Rat – We’re ambitious subway dwellers. It’s our slice and we’re not letting go. 🍚 🍣 Make Rice – We don’t prepare fish until we’ve mastered rice. Quality is in details. 🛰️ 🌎 Put it in Orbit – We know success happens well after lift-off. The rocket isn’t our mission. 🔍 🏴 ☠️ Seek Buried Treasure – We’re digging in unexpected places. Our adventure has meaning. 🍄 🌒 Grow in Darkness – We’re thriving amidst forest decay. Our day in the sun will come. Pay Transparency The estimated starting annual salary range for this position is $130,000 to $170,000 USD. The listed range is a guideline from Carta, and the actual base salary may be modified based on factors including job-related skills, experience/qualifications, interview performance, market data, etc. Total compensation for this position also includes equity and employee benefits. Given Photon Health’s funding and size, we heavily value the potential upside from equity in our compensation package.