Customer Operations & Implementation Leader

Customer Operations & Implementation Leader Nashville, TN Full-time | Reports to: CEO About Us At GraphiteRx, 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. The Role We are seeking an experienced operator to own and scale GraphiteRx'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. What You'll Do Operational System Design 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 Delivery & Execution Leadership Lead implementation execution with strong project discipline Drive operational excellence across onboarding and support functions Establish escalation paths, milestones, and documentation standards People + AI Workforce Management 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 Cross-Functional Collaboration Partner with Product, Engineering, and other functions to improve operational readiness Translate customer delivery insights into actionable recommendations How This Role Is Different 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 What We're Looking For Required 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 Preferred Experience in healthcare, supply chain, marketplaces, or complex B2B products Role Why GraphiteRx? 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 How to Apply Send your resume and a short note to Careers@GraphiteRx.com 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. J-18808-Ljbffr