Senior Manager, Program Management - Operational Excellence - Remote

Overview

Hims & Hers is the leading health and wellness platform, on a mission to help the world feel great through the power of better health. We are redefining healthcare by putting the customer first and delivering access to care that is affordable, accessible, and personal, from diagnosis to treatment to delivery. No two people are the same, so we provide access to personalized care designed for results. By normalizing health & wellness challenges and innovating on their solutions, we’re making better health outcomes easier to achieve.

In Short

• Own the operational excellence strategy for Customer Care.
• Manage and optimize outsourced partner relationships (BPOs).
• Design and launch new operational flows.
• Drive execution of cross-functional initiatives.
• Establish and monitor success metrics.
• Partner with support and clinical leaders to identify friction points.
• Champion process improvement and standardization.
• Oversee launch readiness for new support channels.
• Represent the Care Experience organization in vendor business reviews.
• Foster a culture of continuous improvement.

Requirements

• 8-12+ years of experience leading operational programs.
• 4+ years managing outsourced partners (BPOs).
• Demonstrated success in operational transformation.
• Deep understanding of contact center operations.
• Proven ability to translate strategic vision into actionable process maps.
• Exceptional stakeholder management and negotiation skills.
• Strong systems thinking and change management expertise.
• Adept in fast-paced, ambiguous environments.
• Bachelor’s degree required.
• PMP, COPC, or Six Sigma certification is a plus.

Benefits

• Competitive salary & equity compensation.
• Unlimited PTO and quarterly mental health days.
• Comprehensive health benefits.
• Employee Stock Purchase Program (ESPP).
• 401k benefits with employer matching.
• Offsite team retreats.