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 and cultural leadership skills, with exceptional verbal and written communication. Experience managing and finessing onshore and nearshore BPO vendor relationships.

At GoodRx, pay ranges are determined based on work locations and may vary based on where the successful candidate is hired. The pay ranges below are shown as a guideline, and the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and other relevant business and organizational factors. These pay zones may be modified in the future. Please contact your recruiter for additional information.

San Francisco and Seattle Offices:

New York Office:

Santa Monica Office:

Other Office Locations:

GoodRx also offers additional compensation programs such as annual cash bonuses or commission, and annual equity grants for most positions as well as generous benefits. Our great benefits offerings include medical, dental, and vision insurance, 401(k) with a company match, an ESPP, unlimited vacation, 13 paid holidays, and 72 hours of sick leave. GoodRx also offers additional benefits like mental wellness and financial wellness programs, fertility benefits, generous parental leave, pet insurance, supplemental life insurance for you and your dependents, company-paid short-term and long-term disability, and more!

We’re committed to growing and empowering a more inclusive community within our company and industry. That’s why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has a seat at the table and the tools, resources, and opportunities to excel.

With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. GoodRx is committed to leveling the playing field, and we encourage women, people of color, those in the LGBTQ+ communities, individuals with disabilities, and Veterans to apply for positions even if they don’t necessarily check every box outlined in the job description. Please still get in touch - we’d love to connect and see if you could be good for the role!

GoodRx is committed to providing reasonable accommodations for candidates with disabilities during our recruiting process. If you need any assistance or accommodations due to a disability, please reach out to us at [email protected].

We prioritize candidate safety. Please be aware that all official communication will only be sent from @goodrx.com or [email protected] addresses.

GoodRx is America's healthcare marketplace. The company offers the most comprehensive and accurate resource for affordable prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast, as well as a tele-health marketplace for online doctor visits and lab tests. Since 2011, Americans with and without health insurance have saved $60 billion using GoodRx and million consumers visit goodrx.com each month to find discounts and information related to their healthcare. GoodRx is the #1 most downloaded medical app on the iOS and Android app stores. For more information, visit www.goodrx.com.