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ManagerFull-timeRustReact
Salary Range
$81,600 - $110,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Process & Enablement Manager, Customer Support to strengthen the way our support teams work at Midi Health. This role focuses on improving workflows, training, and knowledge to ensure high-quality patient experiences.
Key Responsibilities
- →Improve end-to-end patient support workflows, from first contact through resolution and follow-up.
- →Analyze support and call center metrics to uncover trends, pain points, and operational gaps.
- →Translate frontline data into process improvements that measurably improve patient experience.
- →Partner closely with Support Operations leaders to feed frontline learnings into process improvements.
- →Champion and evolve our QA program to elevate performance and consistency.
- →Work cross-functionally with Clinical, Product, Patient Experience, and Engineering to improve patient journeys.
Requirements
- ✓5+ years in Customer Support Operations, Call Center Operations, or Support Leadership in a scaled environment.
- ✓Deep understanding of support metrics and how they inform operational direction.
- ✓Prior management or team leadership experience.
- ✓Experience running or partnering closely with QA programs.
- ✓Strong process mapping and documentation skills.
- ✓Comfort working cross-functionally and influencing without authority.
- ✓Bias toward action to fix problems.
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