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Manager, Customer Experience Business Operations

3 days, 5 hours ago
Anywhere
Full-time
Senior
Sales Operations
Customer and Technical Support
Power BI Salesforce
Apply Now
Nextech

Nextech

Nextech is a leading healthcare technology solution provider for specialty physicians, offering fully integrated Electronic Medical Records (EMR/EHR) and Practice Management software. With a focus on efficiency, accuracy, and profitability, Nextech ser...

Internet Software & Services
251-1K
Founded 1997
$1M raised
View All Jobs 7

Description

  • Own the CX Business Operations roadmap and lead operational initiatives across Client Success, Product Support, Consulting, and Professional Services.
  • Identify operational gaps and design, document, and implement scalable processes to address them.
  • Manage the centralized CX BizOps intake process, triage requests, assign ownership, and prioritize work transparently.
  • Partner with cross-functional teams to drive change management, process improvement, and operational excellence.
  • Lead the CX data strategy and ensure stakeholders have the dashboards and reporting needed to manage performance.
  • Oversee the development and maintenance of Power BI dashboards across the customer lifecycle.
  • Translate ambiguous leadership questions into clear data requirements and produce executive-ready deliverables.
  • Maintain data integrity across the CX reporting ecosystem and partner with Salesforce on data flows and integrations.
  • Serve as the CX team’s primary business partner to Salesforce and coordinate sprint releases, requirements, and platform changes.
  • Oversee the operational health of CX platforms including Salesforce, CallMiner, Qualtrics, and Power BI.
  • Operationalize CX programs such as client testimonials and references, workforce management support, commercialization enablement, client offboarding, and content investment initiatives.
  • Directly manage a Data Analyst and a Workforce Management Analyst, including coaching, feedback, performance conversations, and development planning.

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 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, including administration, reporting, sprint coordination, or similar work.
  • 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.
  • Ability to operate confidently across executive, peer, and analyst levels.
  • Ability to bring structure to ambiguous problems and execute pragmatically.
  • Proactive communication style with strong follow-through and documentation habits.

Benefits

  • Generous annual bonus opportunity.
  • 401(k) with employer match.
  • Flexible Time Off with no set hourly balance requirement.
  • 11 paid holidays.
  • A paid day off for a cultural or social day of significance through "Your Day Your Way."
  • Medical, dental, and vision insurance options.
  • Health Savings Account with employer match and Flexible Spending Account.
  • 100% company-paid parental leave after 6 months with the company.
  • 100% company-paid life insurance and short-term/long-term disability insurance.
  • Wellness Program with discounts on medical premiums.
  • Employee Assistance Program with free counseling sessions.
  • Corporate discounts on retail, travel, and entertainment.

Interested in this position?

Apply directly on the company website

Apply Now

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