hims & hers · 2 hours ago
Sr Manager, Program Management - Operational Excellence
United States
Full-time
Remote
Senior Level, Lead/Staff
$160K/yr - $185K/yr
8+ years expHims & Hers is the leading health and wellness platform, on a mission to help the world feel great through the power of better health. The Sr. Program Manager for Operational Excellence will drive process innovation and partner performance within the Care Experience organization, focusing on operational efficiency and customer support enhancements.
Health CareLifestyleMen'sWellnessWomen's
Responsibilities
Own the operational excellence strategy for Customer Care, ensuring alignment with company growth goals and service level standards
Manage and optimize outsourced partner relationships (BPOs), establishing rigorous performance standards and driving accountability for quality and efficiency
Design and launch new operational flows, creating the standard operating procedures (SOPs) and workflows required to support new product launches and service expansions
Drive the execution of cross-functional initiatives, ensuring seamless collaboration across Product, Engineering, Clinical, and Customer Care teams to tool and automate support processes
Establish and monitor success metrics, tying program outcomes directly to Customer Satisfaction (CSAT), Average Handle Time (AHT), and First Contact Resolution (FCR)
Partner with support and clinical leaders to identify friction points in the customer journey and remove operational barriers through process re-engineering
Champion process improvement and standardization, enhancing how support teams operate and how vendor performance is measured across the Care Experience organization
Oversee launch readiness for new support channels, embedding feedback loops and data insights to refine agent training and partner workflows
Represent the Care Experience organization in vendor business reviews, influencing external stakeholders and guiding strategic resource planning
Foster a culture of continuous improvement, transparency, and operational rigor across the internal and external support ecosystem
Qualification
Required
8-12+ years of experience leading operational programs, process improvement, or vendor management in fast-paced technology-enabled service organizations
4+ years of experience specifically managing outsourced partners (BPOs) or building customer support operations at scale
Demonstrated success driving operational transformation from conception to execution with measurable improvements in efficiency and customer experience
Deep understanding of contact center operations, support workflows, and workforce management principles
Proven ability to translate strategic vision into actionable process maps and deliver through influence across technical and non-technical teams
Exceptional stakeholder management and negotiation skills, with the ability to manage external partners and internal leadership expectations
Strong systems thinking, Six Sigma/Lean methodology exposure, and change management expertise
Adept at operating in fast-paced, ambiguous environments, balancing detailed process work with high-level strategy
Bachelor's degree required
Preferred
PMP, COPC, or Six Sigma certification is a plus
Benefits
Competitive salary & equity compensation for full-time roles
Unlimited PTO, company holidays, and quarterly mental health days
Comprehensive health benefits including medical, dental & vision, and parental leave
Employee Stock Purchase Program (ESPP)
401k benefits with employer matching contribution
Offsite team retreats
Company
hims & hers
Hims is a wellness brand that helps men and women get access to products for skin care, hair loss, and sexual health.
501-1000 employees
Funding
Current Stage
Public CompanyTotal Funding
$1.23BKey Investors
Franklin TempletonIVPThrive Capital
2025-05-08Post Ipo Debt· $1B
2021-01-21Post Ipo Equity· $75M
2021-01-21IPO
Leadership Team
Andrew Dudum
Founder & CEO
Yemi Okupe
CFO
Recent News
dcm.com
2025-12-31
Company data provided by crunchbase