Operations & Customer Support Manager

The Operations & Customer Support Manager will serve as a critical operational anchor for our expanding consumer products division, encompassing our telehealth platform and supplement line. This role requires someone who can seamlessly coordinate across vendors, clinical partners, and internal teams while ensuring every customer interaction reflects our commitment to excellence and innovation.

This is not a traditional operations or customer support position. You will be joining at a formative stage of our consumer business, which means you will help establish the operational rhythms, vendor relationships, and customer service standards that will define how we scale. While you will work closely with leadership to implement strategic direction, you will own the day-to-day coordination that makes our operations run smoothly and our customers feel exceptionally cared for.

Your responsibilities will span the full spectrum of operational excellence. You will coordinate with supplement manufacturers and fulfillment partners to ensure seamless product delivery. You will serve as a key liaison with our clinical group to maintain smooth telehealth operations. You will help build and refine our customer service capabilities, ensuring that every inquiry is handled with speed, expertise, and genuine care. Most importantly, you will be responsible for driving customer satisfaction metrics, such as Net Promoter Score and DIFOT.

This role demands someone who is both highly organized and remarkably adaptable. You will need to manage multiple complex workstreams simultaneously, shifting priorities as business needs evolve while never losing sight of operational details that impact customer experience. You must be comfortable coordinating across diverse stakeholders, from third-party vendors and clinical professionals to internal product and marketing teams, ensuring alignment and follow-through at every stage.

The ideal candidate brings a strong operational foundation combined with genuine passion for customer experience. You understand that operational excellence is not merely about efficiency but about creating the conditions for customers to have transformative experiences with our products and services. You take pride in solving problems before they become visible to customers, building systems that scale, and turning feedback into tangible improvements.

Coordinate day-to-day relationships with supplement manufacturers, fulfillment partners, and logistics providers to ensure consistent product quality and timely delivery.

Monitor vendor performance against service level agreements, address issues promptly, and escalate significant concerns to leadership.

Manage inventory levels and production schedules in partnership with vendors, maintaining detailed documentation of all interactions, contracts, and performance metrics to create visibility for leadership.

Serve as the operational bridge between internal teams and the clinical group delivering telehealth consultations, ensuring smooth scheduling and seamless patient handoffs.

Monitor appointment availability, identify bottlenecks, and coordinate information flow between clinical staff and internal teams.

Track key metrics including appointment completion rates, time to consultation, and prescription fulfillment speed, taking ownership of issue resolution when operational challenges impact patient care.

Establish and maintain customer service operations that reflect our standards for responsiveness and care.

Implement protocols, training materials, and quality standards in partnership with leadership, then ensure consistent execution across all touchpoints.

Handle complex customer inquiries directly as an escalation point, and manage or coordinate with customer service team members or outsourced partners.

Implement ticketing systems that enable efficient issue tracking and comprehensive reporting on service quality.

Develop and maintain operational dashboards tracking key performance metrics including order fulfillment rates, delivery times, response rates, and resolution times.

Establish standard operating procedures for recurring processes and partner with technology teams to ensure operational needs are reflected in platform development.

Prepare regular reports for leadership highlighting performance trends, emerging risks, customer feedback themes, and actionable recommendations.

Demonstrated experience in operations coordination within one of these areas - consumer health, telehealth, e-commerce, or direct-to-consumer product environments, ideally supporting rapid growth or scaling initiatives.

Proven ability to coordinate effectively across multiple vendors and partners, maintaining strong working relationships while holding them accountable to performance standards.

Strong customer service orientation with experience either delivering exceptional service directly or establishing systems and standards that enable others to do so.

Highly data-oriented and comfortable working with operational metrics, using quantitative insights to drive decision-making and continuous improvement.

Experience setting up CS platforms such as Zendesk, Intercom etc.

Must be authorized to work in the United States of America without sponsorship.

Must be based in New York City Metro and able to work onsite Mon-Friday.