Resume — Dustin Eiler

Dustin Eiler

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

Head of Operations

I'm a builder. Most of my career has been founding-hire, zero-to-one roles where the playbook didn't exist yet and someone had to write it. That's where I do my best work.

Summary

Customer Success Customer lifecycle management | Retention and engagement strategy | BPO oversight | Cross-functional stakeholder management | CSAT and NPS ownership

Financial Acumen P&L ownership | Budgeting and forecasting | Vendor contract negotiation | Cost reduction | Revenue cycle management

Core Skills

Featured Project

Director of Operations 2022 to Present

Well Life Family Medicine

Founding operations hire at a multi-state primary care organization. Built a full operational infrastructure from the ground up across three locations and a remote provider network spanning 8 states.

Reduced billing errors 80%, patient no-show rates 70%, and operating costs 10% by deploying and operationalizing AI-enabled tools, including FreedAI, Phreesia, and Intercom, designing the workflows and adoption programs that made the gains sustainable.
Expanded the organization from a single clinic to a three-location, nine-state network by partnering directly with the CEO and Medical Director to translate strategic priorities into executable operational plans.
Built and led all operational functions from scratch, including revenue cycle management, provider onboarding and credentialing, patient care coordination, vendor management, and technology infrastructure across 8 states and 50 employees.
Designed, built, and launched the organization's full intranet from scratch, including information architecture, content strategy, and staff rollout, creating the single source of truth for a distributed 50-person team across multiple states.
Maintained full P&L accountability, HIPAA compliance, and multi-state regulatory governance, building the risk management and audit-ready documentation standards that supported sustained growth.
Managed managers across billing, administrative, and clinical departments, providing coaching, performance management, and the operating rhythms that kept a distributed multi-site team aligned and accountable.

Co-Founder and Managing Director 2025 to 2026

Linus Partnerships — Lisbon, Portugal

Co-founded and operationalized a medical administration services company in Lisbon, Portugal, providing US-based clinics with remote billing, scheduling, and provider credentialing support. Built the full business infrastructure from the ground up and completed a strategic acquisition by Well Life Family Medicine in 2026.

Managed all aspects of international company formation, including Portuguese entity setup, legal and tax compliance, foreign banking, and Stripe payment infrastructure across two countries.
Recruited and onboarded the founding team of five, built HIPAA-compliant workflows and SOPs from scratch, and established Well Life Family Medicine as the anchor client before scaling to additional US clinic partnerships.
Oversaw the strategic acquisition and integration of Linus Partnerships into Well Life Family Medicine in 2026, including transition planning and operational consolidation.

Director of Customer Operations 2016 to 2022

Net32 — Cary, NC, then Remote

High-volume national B2B healthcare technology marketplace. Built the complete customer success, support, and quality operations function from scratch and led it as manager of managers across three departments.

Drove CSAT from below 80% to a sustained 93%, repeat purchase rate to 85%, and cart size growth of 40% year over year by building the full lifecycle management infrastructure, playbooks, and intervention frameworks from zero.
Cut first reply time from 30+ hours to under one minute by implementing Zendesk end-to-end with AI-assisted routing, workflow automation, knowledge base, and SLA tracking, and contributed to the Confluence-based intranet supporting all customer-facing teams.
Led three customer-facing teams totaling 28 staff across Customer Support, Customer Success, and Quality Control as confirmed manager of managers, providing coaching, performance management, and career development across all functions.
Built the full customer success function from zero, including operating model, segmentation strategy, playbooks, onboarding journeys, SLA frameworks, and lifecycle management processes that scaled with the business.
Partnered with Product and Engineering to reduce contact rate and improve resolution quality through Voice of Customer infrastructure, and with Sales to support enterprise account growth and renewal strategy.

Manager, Customer Advocacy 2013 to 2016

KIXEYE

Global gaming platform serving millions of active users. Led customer success and operations across a distributed international team of 65 across four countries.

Drove a 50%+ increase in customer retention by building proactive lifecycle management, AI-assisted engagement tooling, and structured intervention frameworks from the ground up.
Achieved the company's lowest-ever employee turnover by managing a global team of 65 across the US, Netherlands, Ireland, and the Philippines with strong people leadership, clear expectations, and genuine investment in individual development.
Built the Follow the Sun governance model and team culture from scratch, enabling 24/7 SLA-compliant delivery across four countries and four departments, including a Confluence-based knowledge infrastructure supporting all customer-facing materials across regions.

Head of E-Commerce 2010 to 2013

Volunteers of America

Led eCommerce operations for one of the nation's largest nonprofit human services organizations, developing direct experience with nonprofit operating models, donor accountability frameworks, and mission-first organizational culture.

Professional Experience

Customer Health Score Engine | dustineiler.github.io/cs-health-score

An AI-powered customer health scoring tool built on Claude's API, deployed via Cloudflare Workers, and hosted on GitHub Pages. Takes seven key account signals and returns a weighted health score, risk tier, plain-English analyst summary, and recommended actions in real time. Built independently to demonstrate the same health scoring and early-warning methodology used to drive CSAT from below 80% to a sustained 93% at Net32.

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

Education and Certifications