Customer Operations Manager

1. About Our Client:

The organization operates within the healthcare industry, focusing on improving customer success and operational effectiveness to support scalable growth. It addresses challenges related to optimizing customer experience and driving measurable business outcomes through data-driven insights and cross-functional collaboration. The organization serves health plans and healthcare delivery organizations, leveraging industry knowledge to enhance service delivery and customer satisfaction.

2. About the Opportunity:

The Customer Operations Manager leads initiatives that enable a high-performing Customer Success team and enhance the overall customer experience. This role is responsible for optimizing reporting, workflows, and leading cross-functional projects from concept to execution. The position plays a key role in translating customer insights and data into operational improvements that drive business results. This role reports to the Director of Customer Operations and can be performed remotely.

3. Responsibilities:

• Partner with Customer Success teams and stakeholders to deliver strategic projects that create customer value and support growth

• Maintain knowledge of customer needs, industry trends, and competitive insights

• Develop cost-benefit analyses with Finance and leadership for sound investment decisions

• Analyze data to identify opportunities, root causes, and measure project impact

• Lead cross-functional projects to improve customer experience and satisfaction

• Propose solutions based on customer intelligence and data analysis

• Identify risks, escalate issues, and recommend mitigation actions

• Foster a collaborative culture across teams

• Support development and maintenance of Customer Help Center content

• Provide actionable reporting, dashboards, and analytics to optimize Customer Success performance

• Optimize core commercial systems and analytics to improve workflows and reporting

• Present project updates and support client-facing communications as needed

4. Requirements:

• Bachelor’s degree or equivalent professional experience

• 5+ years of healthcare industry experience, including health plans or healthcare delivery organizations

• Proven success leading cross-functional projects with measurable outcomes

• Ability to build collaborative relationships with internal stakeholders

• Skilled in assessing business processes and implementing optimized solutions

• Experience managing complex project plans and documentation

• Strong written, verbal, and presentation skills

• Proficient in data analysis, reporting, and leveraging analytics for decisions

• Self-starter with strong organizational and problem-solving skills

• Ability to thrive in a fast-paced and evolving environment

Preferred:

• Client relationship management or partnership experience in healthcare

• Experience supporting technology or technology-enabled services for payers or providers

• Recent experience with Risk Adjustment and Quality

• Familiarity with CRM platforms (Salesforce, HubSpot)

• Experience with project planning tools (Smartsheet, Aha!)

5. Pay Range and Compensation Package:

• Competitive salary based on experience and skills

• Discretionary bonus potential based on role and performance

• 401k plans

• Opportunities for growth and advancement

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.