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Manager, Customer Experience Business Operations

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Manager, Customer Experience Business Operations

from šŸŒ Worldwide

Why join Nextech?
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We are a leader in specialty healthcare technology solutions.
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Weā€™re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.
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If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.
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We are an equal opportunity employer with a commitment to diversity.Ā  All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contacttalent@nextech.com.

Job Summary
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Nextech is looking for a Manager, Customer Experience Business Operations to serve as the operational backbone of our CX organization. Reporting to the VP of CX Business Operations, this role owns the systems, processes, data, and reporting that enable Client Success, Product Support, Consulting, and Professional Services to deliver a best-in-class client experience.

This is a builderā€™s role for someone energized by ambiguity, comfortable working across functions, and motivated by turning messy operational problems into clean, scalable processes. You will manage two analysts, partner closely with our Salesforce, IT, Marketing, and Product teams, and have direct visibility to the Chief Customer Officer and the broader leadership team.

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 teamā€™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 teamā€™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 Officerā€™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 teamā€™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

How You Work

  • 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 teamā€™s work visible.
Total Rewards:Ā 
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 holidaysĀ 
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
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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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by @maxrusakovic