Sr Manager, Program Management - Operational Excellence

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. 

Hims & Hers is a public company, traded on the NYSE under the ticker symbol “HIMS.” To learn more about the brand and offerings, you can visit hims.com/about and hims.com/how-it-works . For information on the company’s outstanding benefits, culture, and its talent-first flexible/remote work approach, see below and visit www.hims.com/careers-professionals.

We’re seeking an experienced Sr. Program Manager, Operational Excellence to drive process innovation and partner performance within the Care Experience organization. This role leads the design and implementation of new operational flows for customer care teams—driving efficiency, quality, and seamless coordination between internal stakeholders and outsourced partners. You’ll play a key role in shaping how we support our customers at scale. This role combines process design, vendor management, and execution excellence—turning complex operational challenges into streamlined, scalable solutions. You’ll partner closely with operations leaders to deliver initiatives that make customer support more efficient, consistent, and impactful. This role requires international travel 2-3x per year.

What You Will Do

• 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.

What You’ll Bring

• 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

• PMP, COPC, or Six Sigma certification is a plus.

Why Hims & Hers

• At Hims & Hers, we’re transforming access to healthcare through innovative, evidence-based telemedicine.

• As a leader in our Care Experience team, you’ll have the opportunity to shape how we support millions—ensuring that every customer interaction reflects our commitment to quality, compassion, and continuous improvement.

• 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

We are committed to building a workforce that reflects diverse perspectives and prioritizes ethics, wellness, and a strong sense of belonging. If you're excited about this role, we encourage you to apply—even if you're not sure if your background or experience is a perfect match.

Hims considers all qualified applicants for employment, including applicants with arrest or conviction records, in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act, and any similar state or local fair chance laws.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Hims & Hers is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [email protected] and describe the needed accommodation. Your privacy is important to us, and any information you share will only be used for the legitimate purpose of considering your request for accommodation. Hims & Hers gives consideration to all qualified applicants without regard to any protected status, including disability. Please do not send resumes to this email address.

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