SUMMARY
We are seeking a customer-focused operations leader to guide a team responsible for delivering a seamless business-to-business customer experience. This remote, full-time opportunity is ideally suited to professionals in the Eastern or Central time zones. The position combines customer success strategy, commercial operations, cross-functional collaboration, and team development to improve service reliability, strengthen customer relationships, and drive operational improvements.
RESPONSIBILITIES
- Lead, coach, and develop a customer success and operations team, establishing performance goals, accountability, cross-training, and growth plans.
- Create proactive customer engagement practices, account segmentation, and service standards tailored to customer needs.
- Use customer activity, satisfaction, supply, and financial information to assess account health, anticipate concerns, and support retention.
- Direct customer onboarding and ongoing account support, ensuring timely communication, effective escalation handling, and resolution of complex issues.
- Coordinate with Sales, Finance, Supply Chain, Marketing, technical support, and other teams to improve the end-to-end customer experience.
- Oversee quotations, customer account setup, contract administration, pricing updates, recurring orders, and account maintenance.
- Maintain oversight of order processing, returns, credits, customer records, and ERP accuracy; introduce checks that minimize errors and rework.
- Work with financial stakeholders to address outstanding balances, billing disputes, purchase order issues, and other causes of payment delays.
- Partner with supply and commercial teams on forecasts, product availability, shortages, backorders, allocations, and customer communication.
- Monitor operational measures such as order accuracy, response times, customer satisfaction, and issue resolution; turn findings into improvements.
- Identify opportunities for workflow simplification, system enhancements, automation, and consistent operating practices.
- Build a collaborative, solution-oriented team culture focused on ownership, customer outcomes, and professional development.
QUALIFICATIONS
- Bachelor's degree in Business Administration, Operations Management, Supply Chain, Finance, Healthcare Administration, or a related field required.
- At least 7 years of progressive experience in customer success, customer service, sales or commercial operations, account management, supply chain, or a comparable function required.
- At least 3 years of people management experience or demonstrated leadership of complex teams and projects required.
- Proven ability to manage multi-step customer-facing operations and coordinate projects across departments.
- Experience in healthcare, diagnostics, medical devices, life sciences, or another regulated sector strongly preferred.
- Experience serving hospitals, integrated delivery networks, distributors, or other complex B2B accounts preferred.
- Familiarity with ERP and CRM platforms, as well as pricing, contracts, order management, accounts receivable, customer data, and demand planning, strongly preferred.
- Strong analytical, communication, problem-solving, and leadership skills.
- Ability to travel up to 25%, including internationally.
BENEFITS
- Comprehensive medical, dental, and vision insurance options, along with a flexible spending account (FSA).
- 401(k) retirement savings program and eligibility for a performance-based bonus plan.
- Paid time off, comprehensive leave programs, and life and disability insurance.
- Remote work arrangement with opportunities to collaborate across multiple business functions.
- Opportunity to shape customer success strategy, strengthen operational systems, and make a visible impact on customer experience.
- Lead and mentor a team while expanding expertise in analytics, commercial operations, and continuous improvement.