Leads the Customer Operations organization, including managers, supervisors, and customer service representatives. Oversees high-volume customer communications, proactive outreach, workflow metrics, process improvement, and issue resolution. Partners with Sales, Product, and technical teams on customer satisfaction and cross-functional initiatives. Develops leaders, drives operational discipline, builds scalable processes and tools, and applies data, automation, and change management to improve performance.

Lead end-to-end coordination of major IT incidents, run incident bridges, communicate status to stakeholders, drive RCA and post-incident remediation, maintain SOPs/runbooks and dashboards, and identify process improvements and automation opportunities.

The Strategy & Operations Associate will support operational execution in transforming clinical data, managing workflows, reporting, and improving efficiency through AI initiatives.