Manager, CX Operations

Teton.ai

3d•$120,000 - $145,000•Remote

About The Position

Teton is hiring a Manager of CX Operations to own the customer journey for new communities from contract signature through go-live. The role is responsible for making deployments predictable, well run, and straightforward for customers. The manager will initially run live deployments hands-on while building the processes, tools, and standards needed to support growth. The role reports to the VP of Customer Experience and works across Account Management, Deployment, Customer Success, and Clinical teams. The manager will own each deployment plan, including timelines, milestones, risks, and status; intervene personally when sites are at risk; and ensure each customer has a clear plan and point of contact. They will design and maintain the end-to-end implementation process, establish handoff criteria, build reliable status reporting and a single source of truth, select and roll out tooling connected to the CRM, and create a capacity model to guide growth and hiring. The role also includes developing documentation, training, and playbooks; leading change management across teams; clarifying ownership as the organization grows; and hiring, onboarding, and leading project managers as deployment volume increases. The manager will prepare operations for US expansion and continuously improve processes, tools, and data quality. The position is fully remote within the US, with occasional travel to client communities and team gatherings.

Requirements

At least 6 years of hands-on project or program management experience, including multi-site implementations from kickoff through go-live and handoff.
Track record of designing processes from scratch and achieving team adoption.
Experience leading change management and enablement, including 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 skills.
Proven ability to lead cross-functional work without formal authority.
Experience in a startup or scale-up, building structure amid ambiguity and rapid growth.

Nice To Haves

Experience in healthcare technology, hardware, or field-deployed software.
Experience building or leading a PMO.
Familiarity with HubSpot, Notion, and modern collaboration tools.

Responsibilities

Own deployment plans from signature through go-live, including timelines, milestones, risks, and status.
Run deployments hands-on initially and personally step in when a site is at risk.
Ensure each customer has one plan, one timeline, and a clear person to contact for help.
Design and own the end-to-end implementation process and handoff criteria among Business Development, Deployment, Field Tech, Customer Success, and Clinical teams.
Build a single source of truth for live site status and reporting used by leadership.
Select and roll out delivery tooling to replace spreadsheets and connect it to the CRM.
Build a capacity model to determine how many sites can be managed simultaneously and when to hire.
Create usable process documentation, training, and playbooks.
Lead cross-team change management and maintain clarity about ownership as the company grows.
Hire, onboard, and lead project managers as deployment volume increases.
Prepare operations for US expansion, including new states, additional install partners, and more sites.
Continuously improve processes, tooling, and data quality across Customer Experience.