Director of CX Operations

Humata Health, Inc • Winter Park, FL

3d • Hybrid

About The Position

Humata Health Inc. is seeking a Director of CX Operations to support CX leadership and lead high-impact process improvements across the customer lifecycle. This role partners closely with Product, Engineering, Sales, and Clinical/Compliance teams to turn customer needs into efficient, scalable operations.
The Director will balance strategic planning with hands-on execution—building processes, metrics, and teams that support growth, improve customer satisfaction, and drive long-term retention. The ideal candidate is a collaborative and empowering people leader with experience implementing healthcare technology or workflow solutions, a proactive mindset, and the ability to manage executive-level customer relationships.

Requirements

• Bachelor’s degree in Business, Economics, Healthcare Administration or related field
• 8+ years of experience in implementation, customer success, project management or customer delivery or customer operations within healthcare technology, SaaS or enterprise software
• 4+ years in a leadership role managing implementation or delivery teams
• Proven ability to lead teams through complex implementations while maintaining a positive, solutions-oriented mindset
• Experience implementing healthcare workflow, clinical, or operational technology solutions strongly preferred.
• Strong relationship management, communication, and problem-solving skills.
• Demonstrated success in leading through influence and driving cross-functional alignment.
• Consistent success in leading conversations with clarity and confidence at all levels, building connection and credibility with executive stakeholders and demonstrated leadership presence and polish
• Willingness to travel as required (up to 25%).

Nice To Haves

• Demonstrates curiosity and critical thinking and can anticipate and unblock challenges raised by internal team(s) or customers during the implementation journey
• Relationship-forward approach to executive-level relationships, both internal and external
• Thoughtful people leader who enjoys the day-to-day coaching with direct reports
• Proactive problem-solver who thrives in a fast-paced environment
• Skilled in conflict resolution and adept at navigating complex challenges

Responsibilities

• Customer Relationships & Escalation Management: Serve as a trusted partner and escalation point for key customers, ensuring issues are resolved swiftly and relationships remain strong. Foster and own executive customer relationships during the implementation process.
• Operational Enablement & Removing Blockers: Anticipate and remove obstacles that hinder delivery, equipping teams with the processes, tools, and support needed for success.
• Cross-Functional Strategy & Initiatives: Partner with leaders across Product, Engineering, and Customer Success to align implementation strategy with organizational priorities and scalability goals.
• Continuous Improvement & Unlocking Team Potential: Identify and drive opportunities to enhance people, process, and tools—unlocking team potential and improving implementation outcomes. Develop implementation metrics roadmap, capacity planning models and customer health KPIs during the implementation cycle.
• Support people-leading initiatives through 1:1 coaching, modeling and demonstrating accountability as the team scales.

Benefits

• Competitive Compensation: Enjoy competitive base compensation, equity through our Employee Stock Option Plan, and bonus-eligible roles
• Comprehensive Benefits: Full benefits package including unlimited PTO and 401k program with employer match
• Growth Opportunities: Advance your career in a fast-paced, high-impact environment with ample professional development
• Inclusive Culture: Join a diverse workplace where your ideas and contributions are valued

What This Job Offers

• Job Type: Full-time
• Career Level: Director