Who we're looking for: The Manager, Product Operations is responsible for managing the Customer Success team and supporting consistent service delivery, customer satisfaction, and operational effectiveness. This role manages daily team activities, customer success programs, and operational initiatives while partnering with internal stakeholders to address customer needs, improve processes, and identify opportunities to leverage automation to enhance operational efficiency and service delivery. The Manager establishes clear expectations, coaches and develops team members, monitors performance, and serves as an escalation point for customer and operational matters.
What You'll Be Doing: Team Leadership and Development- Manage, coach, and develop the Customer Success team to achieve departmental goals.
- Establish individual and team performance expectations and provide ongoing feedback.
- Manage team workload, coverage, and resource allocation to support business needs.
- Support employee engagement, professional development, and cross-training.
- Promote accountability, collaboration, and continuous improvement.
Customer Success Operations- Manage daily Customer Success operations to support efficient and consistent service delivery.
- Establish team priorities and ensure timely completion of customer and operational deliverables.
- Monitor service levels, team performance, and customer outcomes.
- Address operational issues and implement corrective actions as needed.
- Support the implementation of new products, services, and operational initiatives, and/or automated solutions that improve customer experience and team productivity.
Customer Relationship Management- Ensure consistent execution of customer success programs and service standards.
- Serve as an escalation point for complex customer issues and coordinate timely resolution.
- Review customer feedback and identify opportunities to improve the customer experience.
- Partner with team members and internal stakeholders to address recurring customer needs or concerns.
Process Improvement and Performance Monitoring- Manage departmental projects and process improvement initiatives.
- Track and analyze operational metrics to identify trends, service gaps, automation opportunities, and improvement areas.
- Implement practical solutions, including workflow automation where appropriate, to improve quality, efficiency, and service outcomes.
- Ensure operational processes and procedures are documented, maintained, and consistently followed.
- Monitor the effectiveness of process changes and recommend additional adjustments when needed.
Cross-Functional Collaboration- Partner with internal stakeholders to support customer needs, operational objectives, and business initiatives.
- Coordinate Customer Success readiness for new products, services, and process changes.
- Communicate operational performance, challenges, and improvement opportunities to leadership.
- Serve as a subject matter resource for Customer Success processes and operational matters.
Compliance and Quality- Ensure team activities comply with company policies, procedures, and applicable regulatory requirements.
- Support quality assurance reviews, audit activities, and internal control processes.
- Address identified process or quality issues and monitor corrective actions.
What You'll Bring to the Table: - Bachelor's degree or equivalent relevant work experience required.
- Five or more years of progressive experience in healthcare, pharmacy operations, customer success, account management, or a related field.
- Three or more years of experience managing or leading teams.
- Experience overseeing daily operations, team performance, and customer service delivery.
- Demonstrated ability to implement operational initiatives and process improvements, including automation/AI-enabled tools to enhance operational effectiveness.
- Experience using operational metrics and business data to monitor performance and inform decisions.
- Strong leadership, coaching, communication, and problem-solving skills.
- Ability to manage competing priorities and collaborate effectively across departments.
What's Good to Know: - Remote or on-site environment
- Percentage of travelling required/otherwise enter n/a
Salary Information:The salary range for this role is $90,000 - $100,000
This is the lowest to highest salary range for which this role has been evaluated. An employee's position within the salary range will be based on several factors which include, but not limited to education, qualifications, certifications, experience, skills, geographic location, and business or organizational needs. We offer a comprehensive package of benefits which includes medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid company holidays and paid time off.
Staying Healthy- Comprehensive medical, dental, vision and prescription plans with FSA/HSA options individual and family options
- Teledoc access
- Fitness Reimbursement
- Commuter Benefit Plan
- Access to an Employee Assistance Program (EAP)
Enjoying Time-Off- Paid Time Off
- Your birthday is a day off and a floating holiday
- Paid Parental Leave
Planning for the Future- 401K with a match
- Employee Stock Purchase Plan
- Life Insurance, short-term & long-term disability insurance
- Access to financial and legal advisors
- Perks and Benefits Discounts
Learning Continuously- Tuition Reimbursement
- E-learning programs
- Ongoing Team Trainings
Making an Impact- Paid volunteer time-off
- Donation matching
Physical DemandsThe physical demands and work environmental characteristics described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be provided to enable individuals with disabilities to perform essential functions.
- Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; sit; perform manual tasks; operate tools and other office equipment such as computers, computer peripherals, and telephones; extend arms; kneel; talk and hear. The employee must occasionally lift and move up to 15 pounds.
- Mental Demands: Employees must follow directions, collaborate well with others, and manage high workloads.
- Work environment: The noise level in the work environment is usually minimal.
