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Director of Customer Operations (56089)
Full-Time
Director of Customer Operations
Who We Are
binx health is a healthcare technology and diagnostics company focused on expanding access to care. The binx io is the world’s first FDA-cleared, CLIA-Waived, point-of-care platform for chlamydia and gonorrhoea testing in both males and females. Our rapid, molecular platform brings rapid, accurate and convenient infectious disease testing to clinical settings nationwide. Our solutions have the ability broaden access to care for millions and put proprietary testing solutions in the hands of clinicians everywhere. We work with universities, hospitals, clinics, public health departments, k-12 schools, employers and other organizations to provide patient-centric solutions for their communities.
Our Values
We are…
Bold – Tenacious – One Team – Fixated on Our Mission
At binx health, we know a diverse workforce adds to our collective value and strength as an organization. People of colour, the LGBTQIA+ community, disabled candidates and veterans are strongly encouraged to apply. binx health is proud to be an Equal Opportunity Employer, committed to equal employment opportunity and fair, equitable compensation regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Job Description
Director of Customer Operations
binx is seeking a hands-on, builder-mindset Director of Customer Operations to lead and scale the function responsible for the end-to-end customer experience.
This role ensures that every binx customer can successfully deploy, use, and remain loyal to the platform, while translating customer insights into operational and product improvements.
The Director of Customer Operations will oversee customer support, complaint management, technical support, order management coordination, field service execution, and operational workflows that ensure timely, compliant, and high-quality customer service delivery.
This leader will thrive in a fast-paced, high-accountability startup environment, bringing a strong ownership mentality, nimble decision-making, and the ability to build structure while partnering cross-functionally with Engineering, Quality, Regulatory, and Commercial teams across locations.
Key Responsibilities
Who We Are
binx health is a healthcare technology and diagnostics company focused on expanding access to care. The binx io is the world’s first FDA-cleared, CLIA-Waived, point-of-care platform for chlamydia and gonorrhoea testing in both males and females. Our rapid, molecular platform brings rapid, accurate and convenient infectious disease testing to clinical settings nationwide. Our solutions have the ability broaden access to care for millions and put proprietary testing solutions in the hands of clinicians everywhere. We work with universities, hospitals, clinics, public health departments, k-12 schools, employers and other organizations to provide patient-centric solutions for their communities.
Our Values
We are…
Bold – Tenacious – One Team – Fixated on Our Mission
At binx health, we know a diverse workforce adds to our collective value and strength as an organization. People of colour, the LGBTQIA+ community, disabled candidates and veterans are strongly encouraged to apply. binx health is proud to be an Equal Opportunity Employer, committed to equal employment opportunity and fair, equitable compensation regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Job Description
Director of Customer Operations
binx is seeking a hands-on, builder-mindset Director of Customer Operations to lead and scale the function responsible for the end-to-end customer experience.
This role ensures that every binx customer can successfully deploy, use, and remain loyal to the platform, while translating customer insights into operational and product improvements.
The Director of Customer Operations will oversee customer support, complaint management, technical support, order management coordination, field service execution, and operational workflows that ensure timely, compliant, and high-quality customer service delivery.
This leader will thrive in a fast-paced, high-accountability startup environment, bringing a strong ownership mentality, nimble decision-making, and the ability to build structure while partnering cross-functionally with Engineering, Quality, Regulatory, and Commercial teams across locations.
Key Responsibilities
- Own and lead the end-to-end Customer Operations function, from support response through complaint resolution and field service coordination
- Drive improvements in customer satisfaction, retention, service efficiency, and platform adoption
- Lead the complaint escalation process, ensuring timely documentation, investigation, root cause analysis, and closure in accordance with quality and regulatory requirements
- Manage cross-functional troubleshooting and collaboration with Technical, Engineering, and QA/RA teams, ensuring compliance with required quality standards
- Develop and improve policies, SOPs, and operational procedures to ensure compliance with ISO13485 requirements and support ongoing improvements to regulatory standards
- Manage required QMS duties associated with departmental responsibilities, contributing to the maintenance and strengthening of company quality systems
- Ensure operational systems and tools effectively support order management, service coordination, customer support workflows, and technical escalation
- Align field service priorities and coverage with customer needs and commercial strategy
- Oversee on-site instrument repair activities and io refinishing programs, improving uptime and service turnaround
- Support product troubleshooting and customer training initiatives to improve utilization and reduce repeat issues
- Build dashboards and reporting to track KPIs, operational risks, complaint trends, and service backlog
- Standardize workflows and improve communication across teams, functions, and geographies
- Own and manage the customer survey and feedback process, including how customer insights are collected, analyzed, and trended, and translate those findings into actionable improvements across product, engineering, and service operations.
- Faster complaint resolution and improved response times
- Reduced service backlog and repeat technical issues
- Improved instrument uptime and service turnaround
- Strong customer satisfaction, retention, and platform utilization
- Clear visibility into operational performance metrics and trends
- Scalable and compliant processes that support commercial growth
- Drive a strong customer compliance experience by overseeing compliance-related processes and ensuring adherence to internal policies, quality requirements, and applicable regulatory standards
- 8–12+ years of leadership and management experience in Customer Operations, Technical Support, Service, or Customer Success
- Experience in medical device, diagnostics, or other regulated healthcare environments
- Robust experience maintaining and optimizing compliance with ISO13485 and 21 CFR regulatory standards
- Proven ability to lead cross-functional initiatives with Engineering, Quality, Regulatory, and Commercial teams
- Builder mindset with demonstrated success creating structure, scaling teams, and improving performance
- Ability to communicate effectively across teams, functions, and countries
- Self-starter who thrives in ambiguity, moves quickly, and takes ownership