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Senior Manager of Operations

2 months ago

Santa Monica, California, United States GoodRx Full time
About GoodRx
GoodRx is a leading healthcare marketplace in the United States.

Every month, millions of individuals turn to us for trustworthy health information and cost-saving options for their healthcare needs. Since our inception, we have facilitated savings of over $60 billion for consumers.

We offer prescription discounts accepted at more than 70,000 pharmacies nationwide, alongside telehealth services that include virtual doctor consultations and laboratory testing.

Our services have garnered positive recognition from major media outlets such as Good Morning America, The New York Times, NBC News, and AARP.

Our mission is to empower Americans to access convenient and affordable healthcare solutions.

We cater to consumers, employers, health plans, and anyone committed to making affordable prescriptions accessible to all.

Position Overview

We are in search of a seasoned Operations Manager to spearhead new initiatives within our expanding Customer Service division. You will be responsible for implementing new strategies aimed at enhancing proactive engagement with our growing customer base.

Your collaboration with service teams and partnership with stakeholders across various departments, including Product and Marketing, will be essential to the success of these initiatives.


To excel in this position, you should be a customer-focused Strategy & Operations Project Manager, dedicated to delivering exceptional service. You will utilize data-driven insights to guide revenue-generating initiatives from conception to execution. Successful candidates will demonstrate curiosity and adaptability, thriving in environments characterized by autonomy and uncertainty.

Ideal applicants will possess experience in business development and leading outreach campaigns, as well as a background in customer service operations, including both inbound and outbound call center programs.

Key Responsibilities

1. Identify, assess, and implement new initiatives to enhance revenue while maximizing customer value.
2. Collaborate with internal and external stakeholders to ensure program success and clarify program requirements.
3. Utilize innovative, data-driven metrics, tools, and KPIs to monitor team performance and operational efficiency.
4. Generate and evaluate reports on program success to provide insights into overall effectiveness and identify future opportunities.
5. Investigate customer or business challenges and make informed, data-driven decisions to refine business strategies.
6. Drive initiatives that align with shared objectives alongside Product and Marketing teams.
7. Champion proactive campaigns and initiatives aimed at improving customer experiences, revenue, and operational efficiency.
8. Maintain enthusiasm for delivering world-class support to millions of customers.

Qualifications

- A minimum of 3 years of experience managing program operations and strategy in a dynamic, high-growth setting.
- At least 7 years of experience in customer support or business development.
- Proven experience leading multi-channel campaigns to drive revenue through phone, chat, and email in collaboration with CRM and Marketing teams.
- A demonstrated history of successfully leading cross-functional initiatives across support or business development teams.
- Experience in building relationships with vendors and external partners.
- Proficient in stakeholder management, with a strong ability to manage tasks and timelines across multiple teams to achieve objectives.
- Familiarity with call center operations.
- Skilled in establishing target metrics for new initiatives, including volume forecasting and defining success metrics.
- Comfortable leading initiatives independently with minimal oversight.
- A desire to thrive in a fast-paced environment that adapts to customer needs.
- Proficient in data analytics; experience with ZenDesk Explore or Salesforce is preferred.
- Knowledgeable in change management principles within a continuously evolving landscape.
- Exceptional writing and editing capabilities; strong interpersonal communication, organizational, and time management skills.

Preferred Qualifications

- Experience in training, content development, or learning and development.
- Certification in ZenDesk or Salesforce.
- Experience leading Customer Success, Business Development Representative, or Sales-oriented teams.
- Experience in generating Voice of Customer insights.


At GoodRx, we are committed to fostering an inclusive community within our organization and the industry at large. We believe that true innovation occurs when diverse perspectives are represented and valued.

We encourage individuals from all backgrounds, including women, people of color, members of the LGBTQ+ community, and veterans, to apply, even if they do not meet every qualification listed in the job description.