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GraphiteRx · 8 hours ago

Customer Operations & Implementation Lead (AI & Automation)

Nashville Metro

Full-time

Hybrid

Mid, Senior Level

4+ years exp

GraphiteRx is transforming the distribution of pharmaceuticals and medical supplies. They are seeking a Customer Operations & Implementation Lead (AI & Automation) to build systems for onboarding, support, and execution across B2B solutions, focusing on operational efficiency through AI and automation.

MarketplaceSaaS

No H1B

Responsibilities

Build repeatable onboarding and implementation playbooks, templates, and go-live criteria

Improve self-serve customer workflows (including integrations, data validation, and master data updates)

Design scalable support systems: intake, triage, escalation paths, and a knowledge base

Implement AI and automation (including AI agents) to deliver 10X operational outcomes across onboarding and support

Define and track KPIs with dashboards and actionable insights to surface bottlenecks and measure impact

Partner with product managers to translate customer friction into roadmap decisions and product improvements

Lead special projects that improve operational efficiency

Qualification

Customer operations experienceAI/automation implementationOnboarding/implementation systemsDataMetrics analysisDocumentation skillsIndependent executionHealthcare experienceSupply chain experienceMarketplace experienceComplex B2B productsCommunication skills