Customer Operations Manager

Vatica Health

19d•$100,000 - $110,000•Remote

About The Position

Our Customer Operations Manager plays a critical role in driving initiatives that enable a high-performing Customer Success team, enhance customer experience, and improve operational effectiveness to enable scalable growth. This role partners closely with Customer Success to optimize reporting and workflow as well as leads cross-functional optimization projects from concept through execution. The ideal candidate brings strong business acumen, analytical rigor, healthcare industry experience, and the ability to translate customer insights and data into operational improvements that drive measurable business outcomes. This position can be remote and reports directly to the Director of Customer Operations.

Requirements

Bachelor’s degree or equivalent professional experience
5+ years of experience in the healthcare industry, including experience with health plans and/or healthcare delivery organizations
Proven success leading cross-functional projects from ideation through implementation, with measurable outcomes
Track record of building strong, collaborative relationships with internal stakeholders to advance business initiatives
Demonstrated ability to assess business processes, identify opportunity areas, and implement optimized solutions
Experience developing and managing complex project plans and creating clear, effective documentation
Strong written, verbal, and presentation skills, with well-developed interpersonal abilities
Strong data acumen, including experience building reports and leveraging analytics to inform decisions
Self-starter with strong organizational, analytical, and problem-solving skills
Ability to thrive in a fast-paced, evolving, and occasionally ambiguous environment

Nice To Haves

Client relationship management or partnership experience in a health care environment
Experience in supporting technology or technology-enabled services for payer or provider organizations
Recent direct experience with Risk Adjustment and Quality
Experience with CRM platforms (e.g. SalesForce, HubSpot)
Experience with project planning tools (e.g., Smartsheet, Aha!)

Responsibilities

Partner with Customer Success teams and internal stakeholders to design and deliver strategic customer operations projects that create measurable customer value and support profitable growth
Maintain current market knowledge including customer needs, industry trends, and competitive insights
Develop cost-benefit analyses in partnership with Finance and Customer Operations leadership to ensure sound investment decisions and long-term business viability.
Analyze and interpret data to identify customer opportunities, uncover root causes of issues, measure project impact, and drive continuous improvement
Monitor and mines data to identify opportunities and root causes of issues, measures impact of projects and drive continuous improvement
Leads cross-functional projects to drive continuous improvements in customer experience and satisfaction
Propose solutions to customer pain points and issues supported by customer intelligence, business knowledge and data analysis
Proactively identifies risks and escalates issues; recommends mitigation steps
Foster a collaborative, solution-oriented culture across Cozeva + Vatica teams
Support development and maintenance of Customer Help Center content, including product updates and release documentation
Enable Customer Success with actionable reporting, dashboards, and analytics to manage and optimize performance
Help optimize core Commercial systems (e.g., Salesforce) and Growth Analytics to improve Customer Success workflows and reporting
Present project updates, analyses, and proposals clearly and concisely in internal forums; support client-facing communications as needed.

Benefits

Competitive salary based on your experience and skills – we believe the top talent deserves the top dollar
Bonus Potential (based on role and is discretionary) – if you go above and beyond, you should be rewarded
401k plans– we want to empower you to prepare for your future
Room for growth and advancement- we love our employees and want to develop within
Comprehensive Medical, Dental, and Vision insurance plans
Tax-free Dependent Care Account
Life insurance, short-term, and long-term disability
Excellent PTO policy (everyone deserves a vacation now and then)
Great work-life balance environment- We believe family comes first!
Strong supportive teams- There is always a helping hand when you need it