Customer Operations Manager

About this role

Our Customer Operations Manager plays a critical role in driving initiatives that enable a high-performing Customer Success team, enhance customer experience, and improve operational effectiveness to enable scalable growth. This role partners closely with Customer Success to optimize reporting and workflow as well as leads cross-functional optimization projects from concept through execution. The ideal candidate brings strong business acumen, analytical rigor, healthcare industry experience, and the ability to translate customer insights and data into operational improvements that drive measurable business outcomes. This position can be remote and reports directly to the Director of Customer Operations.

Responsibilities:

• Partner with Customer Success teams and internal stakeholders to design and deliver strategic customer operations projects that create measurable customer value and support profitable growth

• Maintain current market knowledge including customer needs, industry trends, and competitive insights

• Develop cost-benefit analyses in partnership with Finance and Customer Operations leadership to ensure sound investment decisions and long-term business viability.

• Analyze and interpret data to identify customer opportunities, uncover root causes of issues, measure project impact, and drive continuous improvement

• Monitor and mines data to identify opportunities and root causes of issues, measures impact of projects and drive continuous improvement

• Leads cross-functional projects to drive continuous improvements in customer experience and satisfaction

• Propose solutions to customer pain points and issues supported by customer intelligence, business knowledge and data analysis

• Proactively identifies risks and escalates issues; recommends mitigation steps

• Foster a collaborative, solution-oriented culture across Cozeva + Vatica teams

• Support development and maintenance of Customer Help Center content, including product updates and relea...