GraphiteRx
Customer Operations & Implementation Lead (AI & Automation)
GraphiteRx, Nashville, Tennessee, United States, 37247
Customer Operations & Implementation Lead (AI & Automation)
At GraphiteRx, we’re transforming how pharmaceuticals and medical supplies are distributed and making them more accessible, affordable, and intelligent. We partner with innovators like the Mark Cuban Cost Plus Drugs Company and top-tier health systems to drive change at scale.
About GraphiteRx At GraphiteRx, we’re transforming how pharmaceuticals and medical supplies are distributed and making them more accessible, affordable, and intelligent. We partner with innovators like the Mark Cuban Cost Plus Drugs Company and top-tier health systems to drive change at scale.
Role Overview We’re hiring a
Customer Operations & Implementation Lead (AI & Automation)
to build the systems that make onboarding, support, and ongoing execution scale across our B2B solutions. You’ll work closely with product leads and customers to reduce reactive support, accelerate time-to-value, and deploy AI (including AI agents) to drive step-change operational efficiency.
This is an operator role focused on building repeatable systems, automation, and measurable outcomes.
Responsibilities
Build repeatable onboarding and implementation playbooks, templates, and go‑live criteria
Improve self‑serve customer workflows (including integrations, data validation, and master data updates)
Design scalable support systems: intake, triage, escalation paths, and a knowledge base
Implement AI and automation (including AI agents) to deliver 10X operational outcomes across onboarding and support
Define and track KPIs with dashboards and actionable insights to surface bottlenecks and measure impact
Partner with product managers to translate customer friction into roadmap decisions and product improvements
Lead special projects that improve operational efficiency
Who Thrives in This Role You thrive here if you:
build structure in ambiguity and think in scalable systems
enjoy using data, automation, and AI to improve real workflows
communicate clearly with customers and internal teams under pressure
Qualifications Required
4+ years in customer operations, implementation, support operations, product operations, or ops‑heavy customer success
Built or improved onboarding/implementation systems in a B2B environment
Hands‑on experience implementing AI/automation workflows in real operations, with measurable impact
Strong documentation skills (SOPs, playbooks, enablement materials)
Comfort with data, metrics, and operational dashboards
Ability to operate independently and drive execution with limited oversight
Preferred
Experience in healthcare, supply chain, marketplaces, or complex B2B products
How to Apply Send your resume and a short note to
Careers@GraphiteRx.com
highlighting:
an onboarding/support system you improved
an AI or automation workflow you implemented (including measurable impact)
Tell us what excites you about this position!
Note:
This position is onsite in Nashville, TN (Fridays remote). Applicants must be authorized to work in the U.S. We cannot sponsor work visas.
Seniority level Mid‑Senior level
Employment type Full‑time
Industries Internet Marketplace Platforms
#J-18808-Ljbffr
About GraphiteRx At GraphiteRx, we’re transforming how pharmaceuticals and medical supplies are distributed and making them more accessible, affordable, and intelligent. We partner with innovators like the Mark Cuban Cost Plus Drugs Company and top-tier health systems to drive change at scale.
Role Overview We’re hiring a
Customer Operations & Implementation Lead (AI & Automation)
to build the systems that make onboarding, support, and ongoing execution scale across our B2B solutions. You’ll work closely with product leads and customers to reduce reactive support, accelerate time-to-value, and deploy AI (including AI agents) to drive step-change operational efficiency.
This is an operator role focused on building repeatable systems, automation, and measurable outcomes.
Responsibilities
Build repeatable onboarding and implementation playbooks, templates, and go‑live criteria
Improve self‑serve customer workflows (including integrations, data validation, and master data updates)
Design scalable support systems: intake, triage, escalation paths, and a knowledge base
Implement AI and automation (including AI agents) to deliver 10X operational outcomes across onboarding and support
Define and track KPIs with dashboards and actionable insights to surface bottlenecks and measure impact
Partner with product managers to translate customer friction into roadmap decisions and product improvements
Lead special projects that improve operational efficiency
Who Thrives in This Role You thrive here if you:
build structure in ambiguity and think in scalable systems
enjoy using data, automation, and AI to improve real workflows
communicate clearly with customers and internal teams under pressure
Qualifications Required
4+ years in customer operations, implementation, support operations, product operations, or ops‑heavy customer success
Built or improved onboarding/implementation systems in a B2B environment
Hands‑on experience implementing AI/automation workflows in real operations, with measurable impact
Strong documentation skills (SOPs, playbooks, enablement materials)
Comfort with data, metrics, and operational dashboards
Ability to operate independently and drive execution with limited oversight
Preferred
Experience in healthcare, supply chain, marketplaces, or complex B2B products
How to Apply Send your resume and a short note to
Careers@GraphiteRx.com
highlighting:
an onboarding/support system you improved
an AI or automation workflow you implemented (including measurable impact)
Tell us what excites you about this position!
Note:
This position is onsite in Nashville, TN (Fridays remote). Applicants must be authorized to work in the U.S. We cannot sponsor work visas.
Seniority level Mid‑Senior level
Employment type Full‑time
Industries Internet Marketplace Platforms
#J-18808-Ljbffr