Director of Customer Operations - Mom and Baby

Director of Customer Operations - Mom and Baby

Job Category: Executive/Directors

Requisition Number: MOMAN
002192

Posted :
January 28, 2026

Full-Time

Aeroflow Health – Director of Customer Operations Mom and Baby

Location: Remote; with monthly travel to the Asheville, NC corporate office

Aeroflow Health is made up of creative and talented associates who are transforming the home medical equipment industry. Our patient-centric business model is founded on innovation through technology and cutting-edge delivery platforms. We have grown to be a leader in the home medical equipment segment of the healthcare industry, are among the fastest-growing healthcare companies in the country and recognized on Inc.

5000s list of fastest-growing companies in the U.S.

As Aeroflow has grown, our needs to curate an amazing employee environment and experience have grown as well. We’re working hard to ensure that Aeroflow remains a premier employer in Western North Carolina, thus bettering the everyday lives of the employees that work so hard to service our patients.

The Opportunity

The Director, Customer Operations is a strategic and operational leader responsible for shaping the vision, structure, and performance of Aeroflow Health’s Mom & Baby customer service organization, currently made up of 90 customer success team members. This individual will oversee three managers and their large, multi-tiered teams, driving excellence in service delivery, operational efficiency, and patient satisfaction.

This leader will design and implement strategies that ensure patients receive their products and services in the easiest, most efficient manner possible—while also aligning operational goals with Aeroflow’s broader mission. The Director will act as a change agent across the division, leading cross-functional initiatives that improve efficiency, scalability, and patient experience across the full Mom & Baby journey.

Serving as a peer to the Director of Billing Operations and reporting to the VP of Operations for Mom & Baby, this person will play a critical role in shaping how Aeroflow’s customer experience evolves alongside its business growth.

We are currently seeking a Director, Customer Operations who will be responsible for

• Develop and execute a customer operations strategy focused on scalability, operational efficiency, and patient satisfaction.
• Translate organizational priorities into actionable objectives, ensuring alignment across all customer service functions.
• Lead operational planning, forecasting, and continuous improvement initiatives that enhance quality, responsiveness, and cost-effectiveness.
• Establish and manage key performance indicators (KPIs) to measure efficiency, service quality, and patient outcomes.
• Drive continuous improvement initiatives, leveraging data to identify bottlenecks, inefficiencies, and opportunities for automation.
• Build standardized workflows, documentation, and process frameworks to promote consistency and accountability across teams.
• Lead, coach, and develop three managers and their extended teams, fostering a culture of empowerment, collaboration, and performance.
• Cultivate strong relationships across all levels of the organization, creating an environment where individuals feel connected to the mission, supported in their growth, and motivated to deliver exceptional results.
• Drive engagement and accountability through clear communication, ongoing feedback, and recognition, ensuring leaders and their teams are aligned, invested, and performing at their best.
• Partner with HR and Operations to ensure staffing, training, and career development plans meet business needs and team goals.
• Promote cross-functional communication to ensure transparency and shared ownership of customer success outcomes.
• Oversee strategic initiatives and special projects related to service optimization, serving as business owner for service technologies (Five9 properties, CRM) partnering w/ IT & product team to ensure platform supports scalability, automation and seamless patient experience.
• Collaborate with IT, Billing, HR, and other department stakeholders to ensure operational readiness…