Process Operations Manager, Customer Support at Midi

This role is designed for a seasoned Support Operations professional who thrives on structure and data. Ideal candidates will have at least 5 years of experience in call center or customer support operations, specifically within a scaling environment. Since this position involves mapping complex patient journeys, a background in healthcare is a significant advantage. You should be someone who enjoys turning messy frontline feedback into polished playbooks and measurable QA programs. With a competitive salary range of $120k–$130k and a fully remote work arrangement, this position offers high-level impact and work-life balance. You’ll be a key architect in the support department’s growth, moving beyond daily ticket management to lead cross-functional initiatives with Product and Engineering. The role also includes standard benefits like health, dental, and flexible time off. **You might be a good fit if you:** * Have experience building or scaling QA programs and support workflows from scratch. * Live and breathe metrics like CSAT, contact rates, and handle times to drive strategy. * Enjoy "influence without authority," collaborating across departments to fix patient pain points. * Prefer a bias-toward-action culture where you identify a gap and immediately build the solution.