Manager, CX OperationsLocation: US Remote
Comp: 120-145K USD Base + participation in our warrant program
The RoleAs Teton's Manager of CX Operations, you'll own how every new community gets from signature to go-live, and make sure that journey is predictable, well run and easy for the customer. A community's first months with Teton shape everything that follows. When go-live dates slip, handoffs break or customers hear different answers from different people, trust erodes before the value has a chance to show. You'll own fixing that.
This is a hands-on, high-ownership role. You'll start in the work, running live deployments yourself, and build the process, tools and standards that let us take on many more communities with confidence. You'll be the throughline of the customer journey, working through Account Management, Customer Success, Deployment and Clinical to keep every site on one plan, one timeline and one source of truth.
The role reports to the VP of Customer Experience.
What You'll OwnEvery deployment, from signature to go-live- Own the plan for every live deployment: timeline, milestones, risks and status, with nothing falling through the cracks.
- Run deployments hands-on at the start, and step in personally when a site is at risk.
- Make sure every customer has one plan, one timeline and one person to call when they're stuck.
The operating system for CX- Design and own the end-to-end implementation process, with clear handoff criteria between BD, Deployment, Field Tech, Customer Success and Clinical.
- Build one source of truth for the live status of every site, and the reporting leadership relies on.
- Select and roll out the right tooling to replace spreadsheets, connected to our CRM.
- Build a capacity model that tells us how many sites we can run at once and when to hire.
Enablement and change management- Turn every process into something the team can actually use: clear documentation, training and playbooks.
- Lead change across teams so new ways of working stick, not just get announced.
- Make sure people know who owns what, and keep that map current as we grow.
Scale- Hire, onboard and lead project managers as deployment volume grows.
- Prepare operations for US expansion: new states, more install partners and many more sites.
- Continuously improve process, tooling and data quality across Customer Experience.
Who You'll Work With- Account Management: they own the operator relationship and expansion. You give them accurate timing, status and capacity, so every commitment to a customer is one we can keep.
- Deployment: you coordinate site evaluation, technical setup, field techs and install partners against one timeline per site.
- Customer Success: CSMs own community kickoff, training and long-term adoption. You build their milestones into the plan and hand them a clean start.
- Clinical Solutions Lead: you build clinical governance into every plan before baseline.
How Success Is MeasuredTargets are set with your manager and reviewed quarterly.
- Speed: shorter time from signature to go-live and baseline.
- Predictability: more sites going live on the committed date.
- Quality: fewer handoff issues and less rework between teams.
- Scale: more sites running at once without dropping quality.
- Customer experience: customers who find onboarding clear, organized and easy.
What We're Looking ForRequired- 6+ years of hands-on project or program management, including multi-site implementations from kickoff through go-live and handoff.
- A track record of designing processes from scratch and getting teams to adopt them.
- Experience leading change management and enablement: training, documentation and rollout of new ways of working.
- Experience selecting and rolling out delivery tooling, such as a PSA platform.
- Strong executive reporting and stakeholder communication.
- Proven ability to lead cross-functional work without formal authority.
- Experience in a startup or scale-up: you've built structure through ambiguity and rapid growth, and you thrive in it.
Preferred- Experience in healthcare technology, hardware or field-deployed software.
- Experience building or leading a PMO.
- Familiarity with HubSpot, Notion, and modern collaboration tools.
Mindset- Radical ownership: if a site is late, you own finding out why and fixing it, whoever's part it was.
- Outcome-driven: you measure success by sites live on time and customers who trust us, not by plans produced.
- Hands-on and strategic: you run the work today while building the system for tomorrow.
- Builder's mindset: you create structure where there isn't any, move fast, and adjust as you learn.
- A direct, transparent communicator who escalates early and brings solutions with the problem.
LocationFully remote, anywhere in the US. Occasional travel to client communities and team gatherings.
What We Offer- Competitive salary and participation in our warrant program.
- Work with state-of-the-art technology in a pioneering field.
- A vibrant, learning-focused work environment.
- 401(k) plan, paid time off, and health insurance.
