{"schemaVersion":"jobsearcher.job.v1","id":"9b6337c1fbf64b6d3e32fb97","url":"https://jobsearcher.com/jobs/9b6337c1fbf64b6d3e32fb97","canonicalUrl":"https://jobsearcher.com/jobs/9b6337c1fbf64b6d3e32fb97","title":"Customer Operations & Implementation Leader","description":"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.\r\nThe 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.\r\nThis role is about building systems and infrastructure that enable world-class delivery at scale — not inheriting a finished playbook.\r\nWhat You'll Do Operational System Design Develop repeatable onboarding and implementation playbooks\r\nBuild operational workflows and tooling that ensure consistency and quality\r\nStandardize processes that improve time-to-launch and customer experience\r\nDelivery & Execution Leadership Lead implementation execution with strong project discipline\r\nDrive operational excellence across onboarding and support functions\r\nEstablish escalation paths, milestones, and documentation standards\r\nPeople + AI Workforce Management Build, manage, and develop a team responsible for customer delivery\r\nDesign, deploy, and manage AI agents that support customer operations\r\nDefine clear boundaries and collaboration patterns between humans and automation\r\nEstablish QA, governance, and performance standards\r\nDefine KPIs that measure operational health and delivery outcomes\r\nBuild dashboards and reporting that surface trends and opportunities\r\nRun optimization cycles grounded in real operational data\r\nCross-Functional Collaboration Partner with Product, Engineering, and other functions to improve operational readiness\r\nTranslate customer delivery insights into actionable recommendations\r\nHow This Role Is Different You will build the customer operating system, not inherit one\r\nYou will manage both people and AI agents as part of core operations\r\nYou will craft systems capable of supporting rapid growth and scale\r\nWhat We're Looking For Required 8+ years of experience in customer operations, implementation, or support leadership\r\nTrack record building scalable operational systems in growth environments\r\nExperience leading teams and managing both human workflows and workflow automation\r\nHands-on experience deploying or managing AI or automation tools in real operational settings\r\nStrong cross-functional communication and execution discipline\r\nComfort operating in ambiguity and building structure from scratch\r\nPreferred Experience in healthcare, supply chain, marketplaces, or complex B2B products\r\nRole Why GraphiteRx?\r\nShape What's Next: Solve critical problems in U.S. healthcare, fast\r\nWork with the Latest: From AI analytics to workflow automation, we experiment and adopt what works\r\nCollaborative Culture: Autonomy, mentorship, and momentum\r\nCompetitive Package: Strong compensation, great benefits, Nashville-based team\r\nHow 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!\r\nNote: this position is onsite in Nashville, TN (Fridays remote). Applicants must be authorized to work in the U.S. We cannot sponsor work visas.\r\nJ-18808-Ljbffr","company":"Graphiterx","rawCompany":"graphiterx","city":"Franklin","state":"TN","isRemote":false,"isActive":false,"createdAt":"2026-04-09T15:47:14.247Z","occupations":[{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"},{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"},{"code":"11-9111.00","title":"Medical and Health Services Managers","slug":"medical-and-health-services-managers"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"325412","title":"Pharmaceutical Preparation Manufacturing","slug":"pharmaceutical-preparation-manufacturing"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Operations & Implementation Leader","description":"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.\r\nThe 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.\r\nThis role is about building systems and infrastructure that enable world-class delivery at scale — not inheriting a finished playbook.\r\nWhat You'll Do Operational System Design Develop repeatable onboarding and implementation playbooks\r\nBuild operational workflows and tooling that ensure consistency and quality\r\nStandardize processes that improve time-to-launch and customer experience\r\nDelivery & Execution Leadership Lead implementation execution with strong project discipline\r\nDrive operational excellence across onboarding and support functions\r\nEstablish escalation paths, milestones, and documentation standards\r\nPeople + AI Workforce Management Build, manage, and develop a team responsible for customer delivery\r\nDesign, deploy, and manage AI agents that support customer operations\r\nDefine clear boundaries and collaboration patterns between humans and automation\r\nEstablish QA, governance, and performance standards\r\nDefine KPIs that measure operational health and delivery outcomes\r\nBuild dashboards and reporting that surface trends and opportunities\r\nRun optimization cycles grounded in real operational data\r\nCross-Functional Collaboration Partner with Product, Engineering, and other functions to improve operational readiness\r\nTranslate customer delivery insights into actionable recommendations\r\nHow This Role Is Different You will build the customer operating system, not inherit one\r\nYou will manage both people and AI agents as part of core operations\r\nYou will craft systems capable of supporting rapid growth and scale\r\nWhat We're Looking For Required 8+ years of experience in customer operations, implementation, or support leadership\r\nTrack record building scalable operational systems in growth environments\r\nExperience leading teams and managing both human workflows and workflow automation\r\nHands-on experience deploying or managing AI or automation tools in real operational settings\r\nStrong cross-functional communication and execution discipline\r\nComfort operating in ambiguity and building structure from scratch\r\nPreferred Experience in healthcare, supply chain, marketplaces, or complex B2B products\r\nRole Why GraphiteRx?\r\nShape What's Next: Solve critical problems in U.S. healthcare, fast\r\nWork with the Latest: From AI analytics to workflow automation, we experiment and adopt what works\r\nCollaborative Culture: Autonomy, mentorship, and momentum\r\nCompetitive Package: Strong compensation, great benefits, Nashville-based team\r\nHow 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!\r\nNote: this position is onsite in Nashville, TN (Fridays remote). Applicants must be authorized to work in the U.S. We cannot sponsor work visas.\r\nJ-18808-Ljbffr","datePosted":"2026-04-09T15:47:14.247Z","dateModified":"2026-04-09T15:47:14.247Z","hiringOrganization":{"@type":"Organization","name":"Graphiterx","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Franklin","addressRegion":"TN","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"9b6337c1fbf64b6d3e32fb97"},"url":"https://jobsearcher.com/jobs/9b6337c1fbf64b6d3e32fb97"}}