Nextech04.06.2026
Manager, Customer Experience Business Operations
Full timeRemote
Обязанности
- 01Own the CX Business Operations roadmap and drive operational initiatives that support Client Success, Product Support, Consulting, and Professional Services
- 02Identify operational gaps across the CX organization and design, document, and roll out processes to close them
- 03Manage the centralized CX BizOps intake process, triaging requests, assigning ownership, and ensuring transparent prioritization across stakeholders
- 04Partner with cross-functional teams to drive change management, process improvements, and operational excellence at scale
- 05Lead the CX team’s data strategy in partnership with your Data Analyst, ensuring stakeholders across CS, PS, Consulting, and Support have the dashboards and reporting they need to manage performance
- 06Oversee the development and maintenance of Power BI dashboards across the customer lifecycle, including segment-level views for CSMs, billable utilization for Professional Services, and operational metrics for Support
- 07Translate ambiguous leadership questions into concrete data requirements and ensure deliverables land with the right level of polish for executive consumption
- 08Maintain data integrity across the CX reporting ecosystem and partner with our Salesforce team on data flow, integrations, and downstream impacts
- 09Serve as the CX team’s primary business partner to Salesforce, coordinating sprint releases, requirements, and platform changes that affect CX
- 10Manage CX-owned Salesforce configuration needs including dashboards, automations, and downstream reporting impacts
- 11Oversee the operational health of CX platforms including Salesforce, CallMiner, Qualtrics, and Power BI
- 12Coordinate cross-functional launches such as seasonal releases and Project 360, ensuring CX-impacting changes are identified, communicated, and managed
- 13Operationalize strategic CX programs including the client testimonials and references program, partnering with Marketing, Product, and the Chief Customer Officer’s office
- 14Support workforce management strategy in partnership with the WFM Analyst, including capacity planning, scheduling tools, and operational reporting for Support
- 15Contribute to commercialization enablement, client offboarding, and content investment initiatives as they require operational design or data support
- 16Directly manage a Data Analyst and a Workforce Management Analyst, providing weekly 1:1 coaching, regular feedback, and intentional development planning
- 17Build the careers of your team members through stretch assignments, visibility opportunities with senior leadership, and regular performance conversations
- 18Hold the bar on quality, deliverable polish, and stakeholder communication for your team’s output
- 19Foster a culture of curiosity, ownership, and pragmatic problem-solving on the team
Требования
- 015+ years of experience in business operations, revenue operations, customer success operations, or a closely related discipline
- 022+ years of direct people management experience, including responsibility for hiring, coaching, performance management, and career development
- 03Demonstrated ability to design and operationalize new processes from scratch in ambiguous environments
- 04Hands-on experience with Salesforce (administration, reporting, sprint coordination, or similar)
- 05Strong working knowledge of Power BI, Excel, and modern data tooling; comfort partnering with analysts to translate business questions into reporting
- 06Experience working in B2B SaaS, ideally in healthcare technology or another regulated, specialty-driven industry
Условия
- 01Generous annual bonus opportunity
- 02401(k) with Employer Match
- 03Flexible Time Off: take time off when you need it without worrying about available hours
- 0411 paid holidays
- 05Your Day Your Way - Celebrate a day of cultural or social significance to you
- 06Insurance: Choice of Medical, Dental, and Vision plans
- 07Health Savings Account with employer match
- 08Flexible Spending Account
- 09100% Company-Paid Parental leave (After 6 months with the company)
- 10100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
- 11Nextech Luminary Peer Recognition Program
- 12Wellness Program including discounts on medical premiums
- 13Employee Assistance Program with free counseling sessions available
- 14Corporate Discounts on Retail, Travel, and Entertainment