Manager, Product Operations

Managed Health Care Associates•Parsippany-Troy Hills, NJ

13d•$90,000 - $100,000•Hybrid

About The Position

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.

Requirements

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.

Responsibilities

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.
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.
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.
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.
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.
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.

Benefits

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)
Paid Time Off
Your birthday is a day off and a floating holiday
Paid Parental Leave
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
Tuition Reimbursement
E-learning programs
Ongoing Team Trainings
Paid volunteer time-off
Donation matching