Senior Manager of Program Management, Hims & Hers
Operational Excellence
$160-185k
Plus equity
More information about location
Multi-specialty telehealth platform
Open for applications
Multi-specialty telehealth platform
1001+ employees
Open for applications
$160-185k
Plus equity
More information about location
1001+ employees
Company mission
To help the world feel great through the power of better health.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Our take
Hims & Hers is a direct-to-consumer brand made for men and women, offering products for skin care, birth control, erectile dysfunction, hair loss and more. The company aims to create an open and honest culture of care that is accessible for everyone, no matter who you are or where you live.
Hims & Hers approach healthcare differently through a telemedicine approach combined with a comprehensive wholesale and branding strategy. This allows customers to get diagnosed and treated at a lower cost and with greater convenience whilst the company simultaneously increases customer brand's presence across the US.
The company is increasingly focused on becoming a modern healthcare brand, and has a huge addressable market to go after. The recent launch of an app has helped it grow significantly too. Further, its focusing investment into platform infrastructure and the development of partnerships with physical stores including retail giant Walmart, as well as continuing to launch new products such as its range of volumizing shampoos. Altogether, these moves put the brand in a good position for long-term growth as it looks to scale and evolve even further.
Steph
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2019
$100m
LATE VC
Jul 2018
$50m
SERIES B
Total funding: $197m
Company benefits
- Full healthcare: High-coverage medical, dental & vision coverage for individuals and families
- Generous PTO: Take the time you need, when you need it - including generous parental leave
- Retirement planning: Take advantage of our 401(k) plan including contribution matching
- Work from anywhere: We are a remote-first company, so you can work from anywhere you like in the uS
- Robust compensation: We offer competitive salary bands and stock options
- Employee discount: Employees can take advantage of product discounts
- Utility stipend: A extra $75 each month to cover extra cell phone, internet, or data usage
- Spending accounts: Options for additional HSA and FSA plans to help toward healthcare costs
Company HQ
Marina District, San Francisco, CA
Leadership
Andrew Dudum
(Founder & CEO)Previously co-founder of Atomic, Homebound, Terminal and Bungalow and Investor & Advisor at Stable Auto, TalklQ, and Mira Technologies.
Hilary Coles
(Co-Founder & Senior VP Brand & Innovation)Previously earned an MBA from the Kellogg School of Management at Northwestern University.
Jack Abraham
(Co-FOunder & Investor)Founder and Managing Partner of Atomic. Co-Founder and Investor at Replicant, Raydiant, Bungalow, Homebound, Terminal and Zenreach.
Share this job
View 27 more jobs at Hims & Hers