Manager, CX Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the plan for each live deployment from contract signature to go-live, encompassing timelines, milestones, risks, and status updates.

• Manage deployments actively and step in personally when a site faces risks.

• Ensure that each customer has a unified plan, timeline, and a single point of contact for any challenges.

• Design and oversee the comprehensive implementation process, establishing clear handoff criteria across Business Development, Deployment, Field Tech, Customer Success, and Clinical teams.

• Create a single source of truth for the status of live sites and reporting to leadership.

• Choose and implement tools to replace spreadsheets and integrate with the CRM.

• Develop a capacity model to assess concurrent site volume and hiring requirements.

• Produce documentation, training materials, and playbooks.

• Lead cross-team change management initiatives and maintain ownership maps.

• Recruit, onboard, and manage project managers as deployment volume increases.

• Prepare operations for expansion in the U.S., including new states, installation partners, and additional sites.

• Continuously enhance processes, tools, and data quality across Customer Experience.

• Collaborate with Account Management, Deployment, Customer Success, and Clinical Solutions teams.

• Report directly to the VP of Customer Experience.

⛳️ Requirements

• A minimum of 6 years of hands-on project or program management experience, including multi-site implementations from kickoff through go-live and handoff.

• Proven experience in designing processes from the ground up and successfully getting teams to adopt them.

• Background in leading change management and enablement efforts, including training, documentation, and the rollout of new operational methods.

• Familiarity with selecting and implementing delivery tools, such as a Professional Services Automation (PSA) platform.

• Strong skills in executive reporting and stakeholder communication.

• Demonstrated ability to lead cross-functional initiatives without formal authority.

• Experience in a startup or scale-up environment, with the ability to excel in situations characterized by ambiguity and rapid growth.

• Preferred: experience in the healthcare technology sector, hardware, or field-deployed software.

• Preferred: experience in building or leading a Project Management Office (PMO).

• Preferred: familiarity with HubSpot, Notion, and contemporary collaboration tools.

• Willingness to travel occasionally to client communities and team gatherings.

🏝️ Benefits

• Participation in the warrant program.

• 401(k) plan.

• Paid time off.

• Health insurance.

• Opportunity to work with cutting-edge technology in an innovative field.

• A vibrant, learning-focused work environment.

• Occasional travel to client communities and team gatherings.