GoodRx is America’s healthcare marketplace. Each month, millions people visit goodrx.com to find reliable health information and discounts for their healthcare — and we’ve helped people save $30 billion since 2011. We provide prescription discounts that are accepted at more than 70,000 pharmacies in the U.S., as well as telehealth services including doctor visits and lab tests. Our services have been positively reviewed by Good Morning America, The New York Times, NBC News, AARP, and many others.

Our goal is to help Americans find convenient and affordable healthcare. We offer solutions for consumers, employers, health plans, and anyone else who shares our desire to provide affordable prescriptions to all Americans.

We’re committed to growing and empowering a more inclusive community within our company and industry. That’s why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has a seat at the table and the tools, resources, and opportunities to excel.

With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. GoodRx is committed to leveling the playing field, and we encourage women, people of color, those in the LGBTQ+ communities, and Veterans to apply for positions even if they don’t necessarily check every box outlined in the job description. Please still get in touch - we’d love to connect and see if you could be good for the role!

About the Role

GoodRx is looking for a Director, Program Operations to raise the bar for our customer support experience. In this role, you will interface with our product teams, partners and support team to ensure that GoodRx users receive top quality customer care. You will develop a close understanding of the product in order to identify support program requirements while overseeing the implementation of new support channels, specialized teams and more.

You will work closely with our support team to optimize and refine the techstack and internal tools used by our team of agents across product lines and campaigns. Additionally, you will leverage data and feedback from customers to continuously innovate and drive product improvements. We are looking for a strong communicator who is able to develop operational strategy and influence cross-functional teams.

Responsibilities:

● Set the strategy for agent facing and customer facing support products including communication channels, tooling needs and data integration

● Work with our product team to prioritize necessary features, build consensus, and coordinate with the support team to deliver high-quality experiences to customers

● Become a subject matter expert for new features and product lines and the primary point of contact for our product team during planning and implementation

● Establish clear channels of communication with a cross-functional team to determine tooling needs and requirements

● Interface with external partners, lead conversations and oversee multiple projects

● Coordinate with external partners and internal teams to create solutions to cross-functional problems; including processes, product changes, internal tool adjustments or staffing requirements

● Review contracts, agreements and project plans to ensure the improvement of customer support operation needs

● Optimize the customer support experience across products and platforms

● Streamline customer data collection and presentation to provide detailed customer insights to internal cross-functional teams

● Stay up to date with industry trends and best practices related to customer support

● Be consistently excited about providing world-class support to thousands of customers every month

Skills & Qualifications:

● 7+ years of program / project management experience

● 7+ years of experience working for a technology, SaaS or internet-based company

● Excellent communication skills, organizational and analytical skills

● Experience working across cross-functional teams including customer support, business intelligence, product and external partners

● Experience implementing customer support related products, including self service and issue triaging workflows

● Ability to demonstrate flexible and creative thinking as it relates to a company like GoodRx and the service it provides

● Passionate about solving complex issues to deliver an exceptional customer experience

● Strong use of analytics, customer research and business cases to drive decisions and improve customer experiences

Preferred Qualifications

● Experience working with ZenDesk

● Experience working with Salesforce

● Experience working for a startup a plus

● Experience working in the healthcare industry is a plus

GoodRx is America's healthcare marketplace. The company offers the most comprehensive and accurate resource for affordable prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast, as well as a telehealth marketplace for online doctor visits and lab tests. Since 2011, Americans with and without health insurance have saved $30 billion using GoodRx and million consumers visit goodrx.com each month to find discounts and information related to their healthcare. GoodRx is the #1 most downloaded medical app on the iOS and Android app stores. For more information, visit www.goodrx.com.