About LumiMeds
LumiMeds is a fast-growing U.S.-based telehealth startup focused on weight management and long-term metabolic health. We are building the next generation of e-commerce and clinical infrastructure from the ground up.
As an early-stage company, we move quickly, operate with limited layers, and expect high ownership from every team member. There is no bureaucracy here — decisions happen fast, priorities evolve, and builders thrive.
We are a remote-first, globally distributed team that values clarity, accountability, and people who take initiative rather than wait for direction.
Location: Remote (India, South America, Europe)
Seniority: Manager — Individual Contributor + Team Lead
Work Hours: U.S. business hours
LumiMeds is a high-growth telehealth platform building the operating system for modern virtual care. Our support operation isn't just a team — it's a system. Chat, email, and phone flow into workflows that should run themselves when they can, and escalate to humans only when they must.
We don't scale ops by hiring more bodies. We scale by building better systems. That means agents, automations, tooling, and relentless attention to the detail that slips through.
We're looking for an Operations Manager who thinks like an engineer. You'll run day-to-day Customer Support alongside our existing team leads — but your real job is figuring out how to remove work from the team, not just manage the work they already have.
You'll own:
We're looking for someone who could have been an engineer — or an analyst — and chose operations because they like seeing the full system end to end. You understand that a support team is a state machine: tickets flow through stages, each with inputs, outputs, and failure modes. You find the leaks and fix them structurally, not by adding more agents.
You also use AI tools seriously. You've automated work for yourself. You've written prompts that replaced a recurring task. You can sit with engineers and co-design an agent — not in vague terms, but with clear inputs, outputs, guardrails, and acceptance criteria.
The best ops people here are indistinguishable from engineers in systems conversations, and from founders in commercial ones.
Run CS performance day to day. Response times, resolution rates, CSAT, escalations — you monitor them, diagnose them, and drive them up. You're hands-on without micromanaging.
Leverage AI to solve ops problems at scale. When you see a repeating task, your first instinct is not to document it for the next hire. It's to ask whether a model, an agent, or a workflow automation can handle it — and then build or commission the solution.
Work directly with engineers to design systems. You write specs the same way a technical PM does: precise, structured, executable. You can sit in a design conversation with engineering and contribute real requirements, data flows, and edge cases. You can explain to an engineer why an agent needs a fallback without being told.
Build and refine SOPs, workflows, and internal tooling. You document what works, kill what doesn't, and version-control the systems that run support. You think of SOPs as living code, not static PDFs.
Hire, onboard, coach, and escalate. You still run a team. You support hiring, training, and development for CS staff, and you remain the escalation point for the hardest customer issues.
Collaborate cross-functionally. Product, Engineering, Clinical, and Ops all intersect in support. You're the one who sees the pattern first and turns it into a ticket, a spec, or a meeting that matters.
Measure everything. Every change you make has a baseline and a target. If you can't tell whether something worked, you didn't design it right.
Non-negotiables:
Nice to have:
How to Apply
If this role sounds like a fit, we’d love to hear from you. Please submit your application in English and ensure your resume reflects relevant experience for the role.
This position is open to candidates based in approved locations, depending on the role and business needs. Qualified applicants will be contacted for next steps.
LumiMeds is an equal opportunity employer. We hire based on skills, experience, and alignment with our values.
Please note: This role requires professional-level English communication and availability to work U.S. business hours.