Customer Operations Manager
Core
Lead and mentor a team of customer success professionals to ensure operational excellence, drive customer satisfaction, and enhance service delivery for physicians using real-world evidence.
Role type
Manager, Customer Success
Builds
Service delivery model for physicians
Domain
Healthcare / Precision Medicine
Deliverable
client delivery
Required skills
Team leadership, strategic planning, KPI management, stakeholder collaboration, process improvement, data analysis, client relationship management, coaching
Preferred skills
Healthcare or life sciences industry experience, BI platform proficiency (Looker, Salesforce)
Technologies
Looker, Salesforce
Responsibilities
Lead and mentor a team of 7-12 customer success professionals; Drive strategic initiatives to optimize customer experience and operational efficiency; Oversee implementation and continuous improvement of KPIs; Serve as primary escalation point for complex issues; Champion process improvement and automation; Collaborate with Product team for enhancements; Use data-driven approach to identify performance gaps; Foster strong relationships with key clients; Mentor team members in leadership roles
Seniority
Manager, hands-on leadership
