CX Ops Manager

Biograph•New York, NY

2h•$100,000 - $130,000

About The Position

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.

Requirements

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.
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.

Nice To Haves

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.

Responsibilities

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.