Job Overview
Location
Indiana, USA
Job Type
Full-time
Category
Operations Manager
Date Posted
February 26, 2026
Full Job Description
đź“‹ Description
- • Hims & Hers is revolutionizing healthcare by making it accessible, affordable, and personalized. As a public company (NYSE: HIMS), we are dedicated to helping the world feel great through innovative telemedicine solutions. We are seeking a highly experienced Sr. Program Manager, Operational Excellence to join our dynamic Care Experience organization and play a pivotal role in shaping our customer support operations at scale.
- • In this critical role, you will be the architect of operational efficiency and partner performance within our customer care functions. You will lead the design, development, and implementation of sophisticated operational flows, ensuring seamless coordination between our internal teams and our vital outsourced partners (BPOs). Your work will directly impact our ability to deliver exceptional customer experiences as we continue to grow and expand our services.
- • You will be instrumental in transforming complex operational challenges into streamlined, scalable, and effective solutions. This position requires a unique blend of strategic thinking, hands-on process design, rigorous vendor management, and a relentless focus on execution excellence. You will collaborate closely with operations leaders to drive initiatives that enhance the efficiency, consistency, and overall impact of our customer support.
- • Key responsibilities include owning the overarching operational excellence strategy for Customer Care, ensuring it is tightly aligned with the company's ambitious growth objectives and stringent service level standards. You will manage and meticulously optimize our outsourced partner relationships, establishing rigorous performance benchmarks and fostering a culture of accountability for both quality and efficiency.
- • A significant part of your role will involve designing and launching innovative new operational flows. This includes creating comprehensive Standard Operating Procedures (SOPs) and detailed workflows necessary to support new product introductions and service expansions, ensuring our support infrastructure is ready for future innovation.
- • You will be a driving force behind the execution of cross-functional initiatives, fostering seamless collaboration across Product, Engineering, Clinical teams, and Customer Care. Your efforts will ensure that our support processes are adequately tooled and automated to meet the demands of a rapidly evolving business.
- • Establishing and diligently monitoring key success metrics is paramount. You will directly tie program outcomes to critical customer satisfaction indicators such as Customer Satisfaction (CSAT), Average Handle Time (AHT), and First Contact Resolution (FCR), providing data-driven insights for continuous improvement.
- • You will partner proactively with support and clinical leaders to identify friction points within the customer journey. Your expertise will be crucial in removing operational barriers through strategic process re-engineering, ensuring a smooth and positive customer experience.
- • Championing process improvement and standardization across the Care Experience organization will be a core function. This involves enhancing how our internal support teams operate and refining the methodologies for measuring vendor performance.
- • You will oversee the launch readiness for new support channels, embedding robust feedback loops and leveraging data insights to continuously refine agent training programs and partner workflows.
- • Representing the Care Experience organization in critical vendor business reviews will be a key aspect of the role, where you will influence external stakeholders and guide strategic resource planning to ensure alignment and optimal performance.
- • Ultimately, you will foster a pervasive culture of continuous improvement, transparency, and operational rigor throughout our internal and external support ecosystem, ensuring Hims & Hers remains a leader in customer care.
- • This role requires international travel approximately 2-3 times per year to engage with partners and stakeholders globally.
🎯 Requirements
- • 8-12+ years of experience leading operational programs, process improvement, or vendor management in fast-paced, technology-enabled service organizations.
- • 4+ years of experience specifically managing outsourced partners (BPOs) or building customer support operations at scale.
- • Demonstrated success driving operational transformation from conception to execution with measurable improvements in efficiency and customer experience.
- • Deep understanding of contact center operations, support workflows, and workforce management principles.
- • Proven ability to translate strategic vision into actionable process maps and deliver through influence across technical and non-technical teams.
- • Exceptional stakeholder management and negotiation skills, with the ability to manage external partners and internal leadership expectations.
- • Strong systems thinking, Six Sigma/Lean methodology exposure, and change management expertise.
- • Adept at operating in fast-paced, ambiguous environments, balancing detailed process work with high-level strategy.
- • Bachelor’s degree required.
- • PMP, COPC, or Six Sigma certification is a plus.
🏖️ Benefits
- • Competitive salary & equity compensation for full-time roles.
- • Unlimited PTO, company holidays, and quarterly mental health days.
- • Comprehensive health benefits including medical, dental & vision, and parental leave.
- • Employee Stock Purchase Program (ESPP).
- • 401k benefits with employer matching contribution.
- • Offsite team retreats.
Skills & Technologies
Senior
Remote
Degree Required
About Hims & Hers Health, Inc.
Hims & Hers Health is a telehealth platform providing online consultations, prescription medications and over-the-counter wellness products for conditions such as hair loss, erectile dysfunction, anxiety, depression, skin care, and sexual health. Operating in the United States and select international markets, the company connects patients with licensed physicians and pharmacies, delivering treatments through subscription plans and direct-to-consumer shipping, while emphasizing privacy, affordability and accessibility.
