CX Ops Manager

📋 Description

• Build and formalize customer success workflows across lifecycle.
• Translate processes into SOPs, playbooks, and a knowledge base.
• Partner with cross-functional teams for seamless in-clinic and digital touchpoints.
• Provide leadership by setting standards for CS work and documentation.
• Identify friction points in the member journey and design solutions.
• Own CS performance metrics and support inquiries with escalation as needed.

🎯 Requirements

• 4-6 years in Customer Success, CX, or Service Ops.
• Bachelor’s degree or equivalent practical experience.
• Experience in high-touch service environments (healthcare, wellness, or tech-enabled services).
• Experience guiding initiatives and mentoring teammates without formal management.
• Turn member feedback into actionable insights for product/engineering/clinical roadmaps.
• Operate in ambiguity and build structure from evolving systems.

🎁 Benefits

• Equity
• Biograph Membership
• Medical, dental, and vision insurance
• 401(k)
• Paid maternity / paternity leave
• Unlimited PTO
• 11 paid holidays