Customer Operations & Implementation Leader

At Graphite Rx, we’re transforming how pharmaceuticals and medical supplies are distributed and making them more accessible and affordable. We partner with innovators like the Mark Cuban Cost Plus Drugs Company and top-tier health systems to drive change at scale.

We are seeking an experienced operator to own and scale Graphite Rx’s customer operating system. This leader will design, deploy, and continuously improve operational processes that drive onboarding, implementation, and support. You will build and lead a team of people and design, deploy, and manage AI agents that augment and scale our customer operations.

This role is about building systems and infrastructure that enable world-class delivery at scale — not inheriting a finished playbook.

Develop repeatable onboarding and implementation playbooks

Build operational workflows and tooling that ensure consistency and quality

Standardize processes that improve time-to-launch and customer experience

Lead implementation execution with strong project discipline

Drive operational excellence across onboarding and support functions

Establish escalation paths, milestones, and documentation standards

Build, manage, and develop a team responsible for customer delivery

Design, deploy, and manage AI agents that support customer operations

Define clear boundaries and collaboration patterns between humans and automation

Establish QA, governance, and performance standards

Define KPIs that measure operational health and delivery outcomes

Build dashboards and reporting that surface trends and opportunities

Run optimization cycles grounded in real operational data

Partner with Product, Engineering, and other functions to improve operational readiness

Translate customer delivery insights into actionable recommendations

You will build the customer operating system, not inherit one

You will manage both people and AI agents as part of core operations

You will craft systems capable of supporting rapid growth and scale

8+ years of experience in customer operations, implementation, or support leadership

Track record building scalable operational systems in growth environments

Experience leading teams and managing both human workflows and workflow automation

Hands-on experience deploying or managing AI or automation tools in real operational settings

Strong cross-functional communication and execution discipline

Comfort operating in ambiguity and building structure from scratch

Experience in healthcare, supply chain, marketplaces, or complex B2B products

Role Why Graphite Rx?

Shape What’s Next:
Solve critical problems in U.S. healthcare, fast

Work with the Latest:
From AI analytics to workflow automation, we experiment and adopt what works

Collaborative Culture:
Autonomy, mentorship, and momentum

Competitive Package:
Strong compensation, great benefits, Nashville-based team

Send your resume and a short note to  highlighting an AI automation workflow you implemented (including measurable impact) and tell us what excites you about this position!

Note:

this position is onsite in Nashville, TN (Fridays remote). Applicants must be authorized to work in the U.S. We cannot sponsor work visas.