Nextech Systems is a software development company that is on a mission “to simplify the delivery of excellent patient care.” As an employer, the company strives to foster a res
Manager, Customer Experience Business Operations
Location
United States
Posted
3 days ago
Salary
0
Seniority
Senior
Job Description
Manager, Customer Experience Business Operations
Nextech Systems
• 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
Job 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
Related Guides
Related Categories
Related Job Pages
More Business Operations Jobs
Business Systems Project Manager
AddeparAddepar is a leading provider of technology for the wealth management industry.
• Lead end-to-end project management for technology and software implementations, including planning, execution, monitoring, and closing phases • Collaborate closely with internal stakeholders to help business analysts and solution architects gather requirements, define project scope, and establish project timelines and deliverables • Act as the primary point of contact for 3rd party vendors involved in initiatives; ensuring deliverables are met according to agreed-upon timelines and quality standards • Develop and maintain comprehensive project documentation, including project plans, status reports, risk registers, and change control logs • Proactively identify potential risks and issues and develop mitigation strategies to ensure project success • Facilitate regular project meetings, including kick-off meetings, status updates, and post-implementation reviews, to ensure alignment and transparency across all stakeholders • Effectively communicate project status, milestones, and dependencies to our Internal Center or Excellence committee • Monitor project budget and resource allocation, ensuring projects are delivered within budgetary constraints • Cultivate a culture of innovation and continuous improvement by developing efficient operational processes and frameworks where none exist or promoting process and system enhancements where necessary • Work with the Business Operations - Systems Director to help with overall Program Management within the organization
• Partner with clinical operations, data management, and biometrics teams to author Request for Proposals (RFPs) and define vendor scopes of work. • Lead cross-functional bid defense meetings, analyze commercial proposals, perform cost benchmarking, and provide data-driven recommendations to leadership. • Drive the strategic selection of CROs and specialized clinical vendors, optimizing the vendor portfolio for quality, scalability, and cost-efficiency. • Partner with Legal and the clinical development team in the drafting, negotiation, and final execution of Master Services Agreements (MSAs), Statements of Work (SOWs), Change Orders and confidentiality agreements across clinical functions. • Design, author, and standardize SOW templates to streamline vendor onboarding, establish baseline metrics, and reduce execution cycle times. • Manage the negotiation and execution of Clinical Trial Agreements (CTAs) and investigator budgets for sponsor-managed sites, ensuring rapid study startup. • Manage an active change order management pipeline to rigorously track contract amendments, budget shifts, and vendor performance. • Partner closely with study teams to proactively identify operational deviations from the original SOW, mitigating scope creep before it impacts the budget. • Liaise between Clinical Operations and Corporate Finance to ensure financial alignment across all programs. • Partner with the Head of Clinical Operations to build robust, multi-year clinical trial budget forecasts, lifecycle cost models, and annual operational plans. • Support quarterly Budget vs. Actual (BVA) reviews; track investigator grant accruals and vendor pass-through costs, and accurately explain financial variances to leadership. • Identify operational gaps and implement scalable business processes, tools, templates, and governance mechanisms to improve efficiency, transparency, compliance, and organizational effectiveness. • Support due diligence, alliance management, and business development activities as needed. • Champion a culture of accountability, operational rigor, collaboration, and continuous improvement across the Clinical organization.
Senior Manager, BizOps & Growth – New Products
JerryJerry helps you save money on car expenses. Named a LinkedIn 2021 Top Startup.
• Ramp on existing products, conduct customer research, write product specs, work with engineers and designers • Build a new business from concept to a revenue-generating product, run the incubation, build and ship the product, and test and iterate • Hire a team to run the new business line
Manager, BizOps & Growth – New Products
JerryJerry helps you save money on car expenses. Named a LinkedIn 2021 Top Startup.
• For the first few months, join an existing product team, and learn how we think about and develop products. • Conduct customer research, write product specs, work with engineers and designers. • Use tools like Figma and Codex to prototype, design and run experiments, analyze outcomes, and incorporate learnings into iterative product decisions. • Take one of our target verticals from concept to a revenue-generating product. Run the incubation, build and ship the product, test and iterate, and then hire a team to run it.



