Director, Customer Operations

Summary

Elephas, a Madison, WI based biotechnology company, is seeking a Director of Customer Operations to design and build our customer service infrastructure and manage day-to-day customer service functions. This critical role supports a multi-segment commercial model spanning CLIA LDT, pharma CRO services, in-house platform placements, and commercial distributors. The ideal candidate has deep experience in life sciences or diagnostics customer operations, is hands-on by nature, and thrives in a fast-paced startup environment-personally handling customer interactions while simultaneously building the systems and team that scale with the business.

Key Responsibilities:

Platform & Systems Build-Out

• Partner with IT to design and implement a Hub Spot Service Hub CRM/ERP with multi-segment ticket pipelines, SLA configuration, automation workflows, and reporting dashboards
• Select and deploy an integrated telephony platform and AI chatbot for triage and first-touch resolution across all customer channels
• Build and maintain a comprehensive knowledge base covering clinical, scientific, billing, and engineering topics
• Establish fully auditable customer interaction records compliant with HIPAA/PHI, GCP, and applicable regulatory standards

Multi-Segment Triage & Case Management

• Design distinct service workflows, SLAs, and escalation paths for each customer segment
• Personally triage and resolve inbound contacts spanning entire scope of offerings
• Ensure every contact is classified, routed, documented, and resolved within defined SLA windows with full auditability
• Adverse event and compliance management

Performance Management & Analytics

• Define and manage a KPI framework covering first-contact resolution, time-to-resolution, CSAT/NPS, SLA compliance, escalation rate, and adverse event cycle time
• Build and maintain live dashboards providing leadership with real-time visibility into customer experience quality and operational health

Team Building

• Document all workflows, scripts, and escalation logic from day one to enable clean handoff as the team scales with commercial growth
• Define hiring roadmap tied to commercial milestones; lead recruiting, onboarding, and training when headcount is approved

Required Skills and Qualifications:

• Bachelor's or Master's degree in a business or life sciences discipline; 7+ years in customer service or operations with at least 3 years in diagnostics, medical devices, biotech, or clinical laboratory settings
• Demonstrated experience designing or rebuilding a customer service function from the ground up
• Hands-on, administrative-level proficiency in Hub Spot Service Hub, including pipelines, automation, SLA configuration, knowledge base, and reporting
• Experience selecting and implementing telephony platforms (e.g., Aircall, Ring Central, Dialpad) with CRM integration; familiarity with AI chatbot platforms for triage and deflection
• Working knowledge of HIPAA and demonstrated experience handling PHI compliantly a plus
• Strong cross-functional communication skills; equally effective engaging patients, oncologists, PhD scientists, pharma partners, and engineering teams
• Experience in a CLIA laboratory, LDT, or in vitro diagnostics commercial environment strongly preferred; pharma/CRO service delivery experience a plus
• Self-directed and operationally rigorous; energized by building structure in an ambiguous, fast-changing startup environment with minimal supervision

We offer our employees competitive compensation and benefits, including paid time off, health insurance, life insurance, flexible spending accounts, a 401(k) plan, and stock options.

DISCLAIMER

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.