Alexia Downs
About
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Head of Customer Operations
Los Angeles, California, United States
Résumé
Jobs
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Head of Customer OperationsCanvas MedicalJul 2026 - Current (3 months)- Applied AI OperationsCanvas MedicalOct 2025 - Jul 2026 (10 months)
- Head of Operations and Customer ExperienceAhara CorporationMay 2023 - Oct 2025 (2 years 6 months)Recruited to build 0-to-1 operations for an AI-powered precision nutrition platform; transformed both departments using automation while spearheading new revenue-driving initiatives.
- Led a cross-functional team, established KPIs and created workstreams to launch a GLP-1 telehealth and pharmacy product in 90 days, increasing overall customer-base 2.5X
- Created insurance credentialing systems for dietitian workforce, enabling in-network visits for major commercial providers (United Healthcare, Aetna, Anthem, BCBS), increasing bookings 10X - Director, Patient & Business OperationsBlue Note TherapeuticsAug 2022 - May 2023 (10 months)Recruited to establish global patient service center operations, promoted to design company operating processes for a mental health focused digital therapeutics startup.
- Established company-wide OKR framework, developed quarterly planning process, created and delivered training to executive team, leveraged this system to track cross-departmental progress, reducing development cycle time and increasing deployment frequency
- Streamlined Hubspot CRM operations for key account managers, automating tasks and enabling the team to measure and increase sales velocity - Director, Patient Service CenterBlue Note TherapeuticsNov 2021 - Aug 2022 (10 months)- Selected, onboarded trained an outsourced patient support team (BPO) that achieved
- Director of Customer Service OperationsGoodRXJan 2021 - Nov 2021 (11 months)- Led an omnichannel contact center of 300+ FTE, serving 30 million customers annually, 15K+ interactions per week
- Scaled teams handling workforce, staffing, training, coaching and performance management while maintaining an 80%+ service level and 99% customer satisfaction for five years
- Reorganized functions into two departmental divisions to increase scalability and drive ROI; support operations (achieving operational excellence while driving cost efficiencies) and program operations (testing, building and implementing revenue driving initiatives)
- Built a customer insights team that gathered patient data and presented findings in weekly executive meetings to 1K+ employees; collected data from over 1M customer interac - Senior Operations ManagerGoodRXJul 2019 - Jan 2021 (1 year 7 months)- Collaborated with cross-functional teams to launch live chat support, which reduced inbound phone calls and the average hourly cost of support by 20%
- Created a live pharmacist support program, which resulted in wait times reaching historic lows ( - Operations ManagerGoodRXAug 2018 - Jul 2019 (1 year)- Created customer feedback mechanisms with product owners to identify and prevent business problems
- Drove cost-optimization programs that led to $2.3M in savings while maintaining industry leading service levels and handling 22% more volume YoY
- Onboarded a customer support BPO to improve quality of customer interactions for the GoodRx Facebook page, resulting in a 4.5 rating and - Operations LeadGoodRXDec 2017 - Jul 2018 (8 months)- Promoted to oversee a team of 10 in-house representatives providing Tier 2 pharmacy and email support and an outsourced team of 50+ Tier 1 representatives providing phone support
- Established a unified content distribution strategy and developed custom internal tools reducing AHT by 20%
- Created an interactive, assessment-based four week new hire training program to prepare classes of 30+ to provide a personalized, informed and empathetic experience while advocating for affordable healthcare
- Developed a mission-based quality assurance program and scorecard to ensure agents received 4+ audits per week while maintaining quality scores of 80% - Customer Support RepresentativeGoodRXDec 2016 - Nov 2017 (1 year)- Developed and documented all procedures for resolving customer issues while supporting customers via GoodRx’s existing email support channel and newly launched phone support channel
Interfaced with research, pricing and engineering team and external partners to ensure technical issues were identified, triaged and resolved; reducing response time from one week to 24 hours in six months
- Redesigned Salesforce CRM infrastructure to enable data-driven issue tracking
- Transformed claims management processes by replacing manual data entry with streamlined, automated forms; reducing turnaround time by 75% - Supply Chain & Customer Service ManagerElectric StylesSep 2015 - Nov 2016 (1 year 3 months)- Implemented demand forecasting and inventory management systems, enabling $1M in annualized sales
- Launched FBA and multiple warehouse business continuity plan to mitigate supply chain disruption, decreasing backorders by 80%
- Integrated Shopify, Shipstation and ZenDesk to reduce contact-to-order ratio by 20% in six months
- Built an international supply chain; moving 100K units of product from manufacturers in China, Korea to fulfillment centers in the United States, Canada and Europe - Corps MemberTeach For AmericaAug 2013 - Aug 2015 (2 years 1 month)- Selected as one of 5K corps members out of 48K applicants (~10% acceptance rate) to teach STEM in an underserved district
- Instructed five periods of 9th grade Biology and Environmental Science with 30 students; created an award-winning inquiry-based, hands-on curriculum for the founding freshman class
- Received a grant from L.I.F.T. (Leadership and Innovation Funding for Teachers) for educators who have created exceptional curricula in the sciences
Education
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- Bachelor, BiologyBard College