Manager, Customer Experience Business Operations

About this role

Why join Nextech?

We are a leader in specialty healthcare technology solutions.

We’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.

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.

We are an equal opportunity employer with a commitment to diversity. 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 contact talent@nextech.com .

Job Summary

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 builder’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 request...