Customer Service Manager

About eMed

eMed® is the leader in Population Health GLP-1/GIP program and chronic care management related to obesity and type 2 diabetes. eMed Empathetic AI™ Population Health GLP-1/GIP Program reduces the cost of your baseline GLP-1/GIP program by up to 50% and enables auditable ROI through cost avoidance and improved population health. eMed guarantees participant adherence, reduces costly ancillary medical services, and lowers medication spend. The program provides instant access to live care with no appointments ever.

Position Summary

The Customer Service Manager will oversee the Miami customer service team across internal and vendor teams. This leader will drive operational excellence, performance against KPIs (CSAT, SLA, AHT, FCR), and ensure compliance in a regulated healthcare environment. The role requires strong vendor management, people leadership, and a data-driven mindset to deliver an exceptional experience to eMed customers, providers, and partners.

Key Responsibilities

• Lead the day-to-day customer service team with possible members across multiple geographies (U.S, UK, South Africa, Colombia, Philippines).
• Manage, coach, and develop team members, cultivating a culture of accountability, teamwork, and continuous improvement.
• Oversee staffing, scheduling, and workforce planning to ensure 24/7 coverage and SLA attainment.

• Serve as the liaison for vendor partners along with the Senior Operations Manager for (BPOs, proctoring vendors), ensuring adherence to contractual KPIs and quality standards.
• Partner with internal teams (Finance, BI, Compliance, Product, Tech, and Clinical Ops) to align CX delivery with business goals.
• Support escalations, high-priority accounts, and executive-level reporting on service trends.

• Monitor and report on key customer experience (CX) metrics, including CSAT, SLA, AHT, FCR, and QA scores, through Tableau, Salesforce, and internal dashboards.
• Work closely with Finance to reconcile vendor invoices, analyze cost per session, and track productivity by product line.
• Identify trends and develop action plans to address root causes of performance gaps.

• Ensure that all processes and interactions comply with HIPAA, GDPR, and internal SOPs.
  Implement and monitor quality assurance programs, agent audits, and training compliance in conjunction with the Quality team
  Drive operational readiness for new product launches (e.g., GLP-1 programs, Population Health initiatives, diagnostic testing).

• Standardize workflows and enhance efficiency through automation, process redesign, and implementation of best practices.
• Lead initiatives to enhance customer experience, reduce friction, and elevate first-contact resolution.
• Benchmark against industry standards and emerging trends in digital health and CX.
   

Qualifications

• Bachelor’s degree preferred; equivalent work experience considered.
• 5+ years of contact center/customer service leadership experience, with at least 2 years in a manager role.
• Strong vendor management experience with BPOs or multi-site operations.
• Proven track record in driving performance metrics (CSAT, SLA, FCR, AHT).
• Excellent leadership, coaching, and communication skills.
• Strong analytical and reporting ability; comfortable with tools such as Salesforce, Tableau, Amazon Connect, Retool, Grafana.
• Healthcare or telehealth industry experience is highly preferred.
• Bilingual (English/Spanish) a plus.