As a CX Ops Manager, you will play a key role in building and formalizing Biograph's customer success function across both our in-clinic and mobile experiences. You will help translate our high-touch, white-glove service ethos into scalable workflows, systems, and operating standards - without losing the quality, warmth, or precision that define the Biograph experience.
This is a hands-on, builder role for someone excited to take ownership, bring structure to foundations, and help shape how Customer Experience operates as Biograph scales.
WHAT YOU WILL DO:- Build and formalize customer success workflows across the full member lifecycle, from onboarding through ongoing engagement and issue resolution.
- Translate existing processes into clear SOPs, playbooks, and a centralized knowledge base to ensure consistent, high-quality service delivery as the function scales.
- Partner closely with cross-functional teams to ensure a seamless member experience across in-clinic and digital touchpoints.
- Provide leadership and mentorship by setting standards for how customer success work is executed, documented, and continuously improved as the function evolves.
- Identify friction points in the member journey and proactively design solutions.
- Own customer success performance metrics, including response times, resolution quality, and member satisfaction.
- Support member inquiries directly, including ticket management in the early stages, with the opportunity to evolve into the primary escalation point for complex or high-touch member issues.
- Balance hands-on execution with strategic planning to design the future-state customer success model.
- Be a key contributor to the culture of innovation, constantly exploring ways to push the boundaries of healthcare.
WHAT YOU BRING TO THE ROLE:- 4-6 years of experience in Customer Success, CX, or Service Operations.
- Bachelor's degree or equivalent practical experience.
- Experience in a high-touch, service-driven environment (healthcare, wellness, hospitality, or tech-enabled services).
- Prior experience guiding initiatives, mentoring teammates, or supporting junior team members, even without formal people management responsibility.
- Proven ability to synthesize member feedback into actionable insights that inform Product, Engineering, and Clinical roadmaps.
- Demonstrated ability to operate in ambiguity and build structure from imperfect or evolving systems.
- Strong ownership mindset with a bias toward action and execution.
- Clear, thoughtful communicator comfortable working cross-functionally.
- Comfortable in the dynamic, fast-paced environment of a healthcare technology startup.
EXCEPTIONAL LOOKS LIKE:- You enjoy rolling up your sleeves and doing the work while designing better systems.
- You can spot patterns in member feedback and turn them into practical improvements.
- You balance empathy and service orientation with operational rigor.
- You're motivated by ownership, impact, and seeing ideas move quickly into execution.
- You're excited to help shape a function early rather than inherit a fully built one.
- You demonstrate leadership through ownership, clarity, and follow-through, even without formal management authority.
ADDITIONAL SKILLS AND REQUIREMENTS:- Experience documenting workflows, SOPs, or training materials.
- Experience consolidating or centralizing disparate CX tools and systems.
- Familiarity with CRM, ticketing, or customer success tools.
- Comfort tracking and reporting on basic CX metrics (CSAT, response times, retention).
- Strong organizational skills and attention to detail.
- Willingness to adapt, iterate, and improve as the business evolves.
COMP | PERKS | BENEFITS:- $110,000 - $150,000 per year
- Equity
- Biograph Membership
- Medical, dental, and vision insurance
- 401(k)
- Paid maternity / paternity leave
- Unlimited PTO
- 11 paid holidays
