Essential Functions
- Operational Excellence and Process Design
- Own the CX Business Operations roadmap and drive operational initiatives that support Client Success, Product Support, Consulting, and Professional Services.
- Identify operational gaps across the CX organization and design, document, and roll out processes to close them.
- Manage the centralized CX BizOps intake process, triaging requests, assigning ownership, and ensuring transparent prioritization across stakeholders.
- Partner with cross-functional teams to drive change management, process improvements, and operational excellence at scale.
- Data, Reporting, and Insights
- Lead 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.
- Oversee 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.
- Translate ambiguous leadership questions into concrete data requirements and ensure deliverables land with the right level of polish for executive consumption.
- Maintain data integrity across the CX reporting ecosystem and partner with our Salesforce team on data flow, integrations, and downstream impacts.
- Systems, Salesforce, and Platform Operations
- Serve as the CX team’s primary business partner to Salesforce, coordinating sprint releases, requirements, and platform changes that affect CX.
- Manage CX-owned Salesforce configuration needs including dashboards, automations, and downstream reporting impacts.
- Oversee the operational health of CX platforms including Salesforce, CallMiner, Qualtrics, and Power BI.
- Coordinate cross-functional launches such as seasonal releases and Project 360, ensuring CX-impacting changes are identified, communicated, and managed.
- Programs and Strategic Initiatives
- Operationalize strategic CX programs including the client testimonials and references program, partnering with Marketing, Product, and the Chief Customer Officer’s office.
- Support workforce management strategy in partnership with the WFM Analyst, including capacity planning, scheduling tools, and operational reporting for Support.
- Contribute to commercialization enablement, client offboarding, and content investment initiatives as they require operational design or data support.
- People Leadership
- Directly manage a Data Analyst and a Workforce Management Analyst, providing weekly 1:1 coaching, regular feedback, and intentional development planning.
- Build the careers of your team members through stretch assignments, visibility opportunities with senior leadership, and regular performance conversations.
- Hold the bar on quality, deliverable polish, and stakeholder communication for your team’s output.
- Foster a culture of curiosity, ownership, and pragmatic problem-solving on the team.
Minimum Requirements
- 5+ years of experience in business operations, revenue operations, customer success operations, or a closely related discipline.
- 2+ years of direct people management experience, including responsibility for hiring, coaching, performance management, and career development.
- Demonstrated ability to design and operationalize new processes from scratch in ambiguous environments.
- Hands-on experience with Salesforce (administration, reporting, sprint coordination, or similar).
- Strong working knowledge of Power BI, Excel, and modern data tooling; comfort partnering with analysts to translate business questions into reporting.
- Experience working in B2B SaaS, ideally in healthcare technology or another regulated, specialty-driven industry.