Director of Customer Operations

Who We Are At VPL,

VPL delivers visibility and resiliency to clinical supply chains. By making the procurement-through-fulfillment processes smarter and more profitable, it creates a new supplier dynamic whereby customers benefit from reduced costs, better insights, and increased transparency and efficiency. We developed the industry’s only Smart Supply Chain Platform, which automates inbound and outbound shipping, unlocks visibility into the status of critical shipments, and identifies cost-savings opportunities for all of healthcare including IDNs, critical access, outpatient, and pharmacy. With more than 700 hospitals, 6,000+ suppliers, and a 97% customer retention rate, it’s clear that VPL is the company the healthcare industry trusts to deliver savings, insights, and peace of mind.

What We’re Looking For

VPL is seeking a dynamic and experienced professional to build, lead and scale the Customer Care function. This pivotal role demands a strategic thinker with exceptional leadership skills, a passion for customer satisfaction, and a commitment to driving operational excellence. The Director of Customer Operations will oversee all aspects of customer service delivery, including tier 1 customer support for general inquiries and tier 2 support for technical escalations for software and services. You will ensure efficient and effective resolution of customer issues, enhance the overall customer experience, and spearhead continuous improvement initiatives across the organization. The ideal candidate is customer-obsessed, a strong collaborator who thrives in cross-functional environments, and has a proven track record in building out scalable operational workflows.

What You’ll Do

• Lead our Customer Care team focused on supporting software and services for both healthcare supply chain and direct-to-patient pharmacies, including specialty, home infusion, and central fill.
• Define the strategic vision and operating model for the Customer Care department, aligned with the company's overall objectives and customer experience standards.
• Define and manage goals, KPIs, and performance metrics to measure success and drive continuous improvement aligned with best practices, workflows, and automation to streamline processes and maximize productivity.
• Oversee the day-to-day operations of the Customer Care department, ensuring timely and efficient handling of customer inquiries, incidents, complaints, and escalations across all tiers.
• Champion a customer-obsessed approach to service delivery, striving to exceed customer expectations at every touchpoint. Develop initiatives to enhance the overall customer experience, drive satisfaction and loyalty, and proactively identify and address potential issues through data-driven insights.
• Build and optimize operational workflows for customer support, including designing scalable processes for tier 1 (frontline inquiries) and tier 2 (complex, technical escalations), integrating tools for efficient ticket management, and ensuring seamless handoffs between support levels.
• Partner with other departments such as Account Management, Billing, Supplier Relations, Product Development, and Engineering representing the voice of the customer to identify opportunities for process optimization, product improvements, and alignment of customer care strategies with business objectives. Act as a key liaison to foster strong cross-functional partnerships.
• Utilize data-driven insights to monitor performance, identify trends, root causes, opportunities for improvement to make informed decisions. Generate regular reports on key metrics, trends, and customer feedback to inform strategic planning and decision-making.
• Lead and support initiatives aimed at enhancing operational efficiency, and service quality. Drive process improvements, technology enhancements, and training initiatives to optimize customer service delivery, with a focus on building resilient workflows that scale with business growth.
• Own the definition, tracking, and continuous refinement of Customer Care metrics, including leading and lagging indicators. Analyze trends, conduct root cause analysis, and proactively identify systemic issues impacting customer experience, product stability, or operational efficiency.
• Manage and standardize escalation processes involving third parties, including carriers, suppliers, and technology partners. Establish clear escalation paths, SLAs, and accountability to ensure timely resolution of cross-organizational issues.

What You’ll Bring

• Proven experience in building and operating a best-in-breed support organization, preferably in a fast-paced, customer-centric environment within healthcare, supply chain, pharmacy or related software industries.
• Demonstrated expertise in building out operational workflows, including designing, implementing, and scaling processes for customer support operations.
• Proven leadership experience in a customer success or support environment, with a track record of managing tiered support teams (tier 1 and tier 2).
• Strong strategic planning and execution skills, with a history of driving operational excellence and delivering measurable results.
• Proven ability to apply agentic AI to automate complex operational workflows, improve decision velocity, and scale outcomes with minimal manual intervention.
• Exceptional leadership and team management capabilities, with the ability to inspire and motivate cross-functional teams.
• A customer-obsessed mindset, with a deep commitment to understanding and advocating for customer needs.
• Excellent communication, interpersonal, and relationship-building skills, paired with strong collaboration abilities to work effectively with diverse stakeholders.
• Analytical mindset with proficiency in data analysis, performance metrics, and reporting.
• Demonstrated ability to collaborate effectively with stakeholders across different departments and levels of the organization.
• Experience in implementing customer service technology platforms and tools (e.g., CRM systems, ticketing software, automation tools) is a plus.
• Knowledge of relevant regulations, compliance standards, and industry best practices in customer service operations, particularly in healthcare or regulated sectors.
• Demonstrated experience building metrics-driven support organizations, including trend analysis, demand forecasting, and capacity planning in a growing environment.
• Proven ability to manage complex escalations across internal teams and external partners, holding third parties accountable for resolution and service quality.