Customer Operations & Implementation Lead; AI & Automation

Customer Operations & Implementation Lead (AI & Automation) About Us

At Graphite Rx, 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.

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.

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

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

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

Comfort with data, metrics, and operational dashboards

Ability to operate independently and drive execution with limited oversight

Experience in healthcare, supply chain, marketplaces, or complex B2B products

Shape What’s Next:
Solve critical problems in U.S. healthcare, fast

Work with the Latest:
From AI analytics to workflow automation, we experiment and adopt what works

Collaborative Culture:
Autonomy, mentorship, and momentum

Competitive Package:
Strong compensation, great benefits, Nashville-based team

an onboarding/support system you improved, and

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.