Lead Customer Support Operations & Service Delivery Manager

GoodRx is the leading prescription savings platform in the U.S. Trusted by more than 25 million consumers and 750,000 healthcare professionals annually, GoodRx provides access to savings and affordability options for generic and brand-name medications at more than 70,000 pharmacies nationwide, as well as comprehensive healthcare research and information. Since 2011, GoodRx has helped consumers save nearly $75 billion on the cost of their prescriptions.

Our goal is to help Americans find convenient and affordable healthcare. We offer solutions for consumers, employers, health plans, and anyone else who shares our desire to provide affordable prescriptions to all Americans.

About this Role:

As the Lead Customer Support Operations & Service Delivery Manager at GoodRx, you will play a pivotal role in advancing our mission within the customer support team, known as Patient Advocacy. Your responsibilities will include leading and expanding our customer service delivery function in collaboration with our Business Process Outsourcing (BPO) partner. Additionally, you will dive deep into managing high-touch support escalations and work cross functionally to provide solutions that can scale. You will champion our vision for live customer support and proactive engagement with pharmacy partners, while also exploring new channels to enhance customer engagement.
 

You'll be responsible for managing the BPO relationship, ensuring the vendor consistently meets or exceeds service levels and KPIs that drive efficient, high-quality customer experiences. You are a key partner with internal teams, and will have ownership of solving high-priority support issues. 

Responsibilities:

• Lead the performance management of our BPO vendor, proactively identifying risks and driving accountability to meet or exceed KPIs and service levels.

• Own and analyze operational metrics; identify trends early and drive data-informed process improvements that enhance efficiency and customer outcomes.

• Launch and scale new support initiatives with our vendor, ensuring thoughtful planning across workflows, tools, and channel mix.

• Provide day-to-day leadership and guidance to team members, supporting their growth and ensuring alignment with operational goals and team culture.

• Play a hands-on role with internal stakeholders in Product/Engineering during new launches. 

• Balance hands-on operational execution with strategic oversight to deliver both excellent customer experiences and strong business outcomes.

• Collaborate with the Director on forecasts, budget planning, operational modeling, and managing BPO contracts, including renewals, scope changes, and performance-related adjustments.

• Design and manage escalation processes; follow through on high-priority issues to ensure resolution and customer satisfaction.

• Partner with L&D and QA to shape training, content, and quality programs aligned with our support vision.

• Identify opportunities to improve customer and agent experience through better tooling, automation, and internal workflows. 

• Travel quarterly (domestically and internationally) to BPO sites and lead recurring business reviews and cadences that promote operational transparency and accountability.

Skills & Qualifications:

• Bachelor’s degree in business management, communications, or systems management, or equivalent experience.

• 8+ years of diverse customer service/support domain experience.

• Experience managing service delivery through an onshore/nearshore BPO vendor. 

• Experience managing and developing individuals or small teams, with a leadership style that promotes collaboration, learning, and operational excellence.

• Experience analyzing vendor dashboards, leading cross-functional meetings, or designing better support processes.

• Demonstrated ability to flex between tactical execution and high-level strategy in a fast-paced, customer-centric environment.

• Skilled and graceful hands-on problem solver.

• Hands-on experience with key support tools (e.g., SFDC, Zendesk, Amazon Connect, Alchemer, TalkDesk, chat tools, etc.) and omni-channels.

• Proven ability to facilitate change around new processes and technology in a continuously evolving environment.

• High EQ