Manager, Customer Experience Business Operations

🔥 13 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Business Operations

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Nextech Systems

WebsiteLinkedInAll Job Openings

201 - 500 employees

⚕️ Healthcare Insurance

🤖 Artificial Intelligence

☁️ SaaS

Healthcare Insurance • Artificial Intelligence • SaaS

Nextech Systems is a company that provides customizable, cloud-based software solutions for medical practices, with a focus on specialties such as Dermatology, Med Spa, Ophthalmology, Orthopedics, and Plastic Surgery. Their solutions include features like Electronic Health Records (EHR) and Practice Management systems, designed to streamline operations, increase efficiency, and enhance patient care. Nextech leverages advanced technologies such as Artificial Intelligence to improve practice revenue cycle management and patient retention. The company's software is trusted by over 16,000 medical practices, helping them attract new patients, optimize staff efficiency, and improve the quality of care. Nextech aims to simplify the healthcare process for specialty providers, offering a user-friendly interface that reduces administrative burdens and allows healthcare professionals to focus more on patient care.

📋 Description

• 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 • 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 • 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 • 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 • 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

🎯 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 • You diagnose before you prescribe. You ask the right questions before jumping to a solution. • You bring structure to ambiguity. Given a vague problem, you can produce a clear plan, a documented process, and a path to execution. • You operate with confidence across levels. You can hold your own with executives, partner peer-to-peer with cross-functional leaders, and coach analysts with patience and clarity. • You are pragmatic. You would rather ship a strong v1 and iterate than chase a perfect v3 that never lands. • You communicate proactively. You close the loop, document decisions, and make your team’s work visible.

🏖️ Benefits

• Generous annual bonus opportunity • 401(k) with Employer Match • Flexible Time Off: take time off when you need it without worrying about available hours • 11 paid holidays • Your Day Your Way - Celebrate a day of cultural or social significance to you • Insurance: Choice of Medical, Dental, and Vision plans • Health Savings Account with employer match • Flexible Spending Account • 100% Company-Paid Parental leave (After 6 months with the company) • 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance • Nextech Luminary Peer Recognition Program • Wellness Program including discounts on medical premiums • Employee Assistance Program with free counseling sessions available • Corporate Discounts on Retail, Travel, and Entertainment