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Customer Operations Manager

2 weeks, 6 days ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
HubSpot Salesforce
Apply Now
Vatica Health

Vatica Health

Vatica Health provides an innovative risk adjustment and quality of care coding solution that combines expert clinical teams with advanced technology to enhance diagnosis accuracy, improve financial performance for health plans and providers, and promo...

Internet Software & Services
251-1K
Founded 2011
View All Jobs 10

Description

  • Partner with Customer Success and internal stakeholders to design and deliver strategic customer operations projects that create measurable customer value and support profitable growth.
  • Lead cross-functional optimization projects from concept through execution to improve customer experience and satisfaction.
  • Analyze customer, operational, and market data to identify opportunities, root causes, and trends, and to measure project impact.
  • Develop cost-benefit analyses with Finance and Customer Operations leadership to support investment decisions and long-term business viability.
  • Propose data-informed solutions to customer pain points and operational issues.
  • Proactively identify risks, escalate issues, and recommend mitigation steps.
  • Support development and maintenance of Customer Help Center content, including product updates and release documentation.
  • Provide actionable reporting, dashboards, and analytics to help Customer Success manage and optimize performance.
  • Help optimize core commercial systems such as Salesforce and growth analytics to improve workflows and reporting.
  • Present project updates, analyses, and proposals clearly in internal forums and support client-facing communications as needed.

Requirements

  • Bachelor’s degree or equivalent professional experience.
  • 5+ years of experience in the healthcare industry, including experience with health plans and/or healthcare delivery organizations.
  • Proven success leading cross-functional projects from ideation through implementation with measurable outcomes.
  • Experience building strong, collaborative relationships with internal stakeholders to advance business initiatives.
  • Ability to assess business processes, identify opportunity areas, and implement optimized solutions.
  • Experience developing and managing complex project plans and creating clear, effective documentation.
  • Strong written, verbal, and presentation skills with well-developed interpersonal abilities.
  • Strong data acumen, including experience building reports and using analytics to inform decisions.
  • Self-starter with strong organizational, analytical, and problem-solving skills.
  • Ability to thrive in a fast-paced, evolving, and occasionally ambiguous environment.
  • Client relationship management or partnership experience in a healthcare environment is preferred.
  • Experience supporting technology or technology-enabled services for payer or provider organizations is preferred.
  • Recent direct experience with Risk Adjustment and Quality is preferred.
  • Experience with CRM platforms such as Salesforce or HubSpot is preferred.
  • Experience with project planning tools such as Smartsheet or Aha! is preferred.

Benefits

  • Competitive salary with a projected range of $100,000 to $110,000 annually, based on qualifications, experience, skills, and location.
  • Discretionary bonus potential.
  • 401(k) plan.
  • Comprehensive medical, dental, and vision insurance.
  • Tax-free dependent care account.
  • Life insurance plus short-term and long-term disability coverage.
  • Excellent PTO policy.
  • Strong work-life balance and family-first environment.
  • Room for growth and advancement.

Interested in this position?

Apply directly on the company website

Apply Now

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