CX Ops Manager
Core
Build and formalize customer success workflows, SOPs, and operating standards for a healthcare startup's in-clinic and mobile member experiences.
Role type
Senior Customer Success Operations Manager
Builds
Scalable customer success workflows, playbooks, and knowledge bases for a healthcare membership platform
Domain
Healthcare technology / Wellness
Required skills
Customer Success operations, SOP creation, cross-functional partnership, member journey optimization, performance metrics ownership, process documentation, CRM/ticketing management, data synthesis, ambiguity navigation, stakeholder communication
Preferred skills
Experience in high-touch service environments (healthcare, wellness, hospitality), mentoring without formal management, translating feedback to product/clinical roadmaps, system consolidation
Technologies
CRM, ticketing systems, CX tools
Responsibilities
Build and formalize customer success workflows across the member lifecycle; Translate processes into SOPs and playbooks; Partner with cross-functional teams on member experience; Set standards for customer success execution; Identify journey friction points and design solutions; Own performance metrics (response times, CSAT, retention); Support member inquiries and manage escalations; Balance hands-on execution with strategic planning
Seniority
Mid-Senior, hands-on builder with mentorship responsibilities