Dustin Eiler

Head of Operations

Summary

Operations and customer success leader with 13+ years of experience building teams, systems, and scalable organisations from the ground up across healthcare technology, SaaS, gaming, and fintech. Proven ability to lead multi-site operations, design customer success frameworks, deploy AI-powered automation, manage revenue cycle and billing functions, and develop high-performing teams that deliver measurable outcomes. Experienced as a founding operations hire, a director-level people leader, and a trusted adviser to executive leadership. At my best in builder roles where the playbook doesn't exist yet — comfortable setting strategy and getting into the details when the work requires it.

Core Skills

Operations: Operations Leadership & Infrastructure · Process Design, SOPs & Continuous Improvement · SLA Governance & Vendor Management · Agile Framework

Customer Success: Customer Lifecycle Management · BPO Selection, Onboarding & Oversight · Cross-functional Stakeholder Management

People leadership: Team building · Coaching & development · Performance management · Cross-functional collaboration · Global team management · Full cycle recruitment

AI & automation: AI-powered workflow design · Contact deflection tooling · LLM-informed automation · Omnichannel support systems

Tools: Zendesk · Intercom · Salesforce · AthenaHealth · Phreesia · FreedAI · Google AI Studio · QuickBooks · Asana · Jira · Slack · BambooHR · Intercom · Salesforce · Hubspot · RingCentral

Portland, OR · Remote-friendly
dustinportland@gmail.com
linkedin.com/in/dustin-eiler/
dustineiler.com

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Professional Experience

Director of Operations | Well Life Family Medicine 2022 – Present Multi-provider primary care practice — founding operations hire; built full operational infrastructure across three locations and a remote provider network.

  • Built and led all operational functions from the ground up: revenue cycle management, provider onboarding and credentialing, patient care coordination, vendor management, compliance, and technology infrastructure.

  • Led and developed a team of 50+ across clinical and administrative functions, providing coaching, performance management, and the operating rhythms that kept a distributed multi-site team aligned and accountable.

  • Deployed AI-assisted tooling, including FreedAI, Phreesia, and Intercom — reducing billing errors by over 80%, patient no-show rates by 70%, and significantly improving satisfaction scores and online reputation.

  • Partnered with clinical and executive leadership to translate strategic priorities into operational plans, driving expansion from a single clinic to a three-location network.

Director of Customer Operations | Net32 2016 – 2022 High-volume national B2B healthcare technology marketplace — led all customer success, support, and quality operations across three teams.

  • Built the full customer success function from scratch: operating model, segmentation strategy, playbooks, onboarding journeys, SLA frameworks, and lifecycle management processes that scaled with the business.

  • Led three customer-facing teams totalling 28 staff across Customer Support, Customer Success, and Quality Control — providing coaching, performance management, and people leadership across all functions.

  • Designed and implemented Zendesk end-to-end, including AI-assisted routing, workflow automation, knowledge base, and SLA tracking — cutting first reply time from 30+ hours to under one minute.

  • Drove CSAT from below 80% to a sustained 93% and maintained a flawless service rate above 98% through disciplined lifecycle management and continuous improvement.

  • Partnered with product and engineering to reduce contact rate and improve resolution quality, and with sales to support enterprise account growth and renewal strategy.

Manager, Customer Advocacy | KIXEYE 2013 – 2016 Global technology platform — led customer success and operations for millions of active users across a distributed international team.

  • Managed a global team of 65 across four departments in the US, Netherlands, Ireland, and the Philippines — building the Follow the Sun model, governance frameworks, and team culture that enabled 24/7 SLA-compliant delivery.

  • Drove a 50%+ increase in customer retention through proactive lifecycle management, AI-assisted engagement tooling, and structured intervention frameworks built from the ground up.

  • Achieved the company's lowest-ever employee turnover through strong people leadership, clear expectations, and genuine investment in individual development across all regional teams.

Education and Certifications

Bachelor of Science, Exercise Physiology 2006
University of Arizona

Advanced Small Business Management 2010
Continuous Learning for Individuals, Management, and Business (CLIMB)

Certified Scrum Master 2019
Scrum Alliance