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.DescriptionResponsibilitiesPartner with Customer Success teams and internal stakeholders to design and deliver strategic customer operations projects that create measurable customer value and support profitable growthMaintain current market knowledge including customer needs, industry trends, and competitive insightsDevelop 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 improvementMonitor and mines data to identify opportunities and root causes of issues, measures impact of projects and drive continuous improvementLeads cross-functional projects to drive continuous improvements in customer experience and satisfactionPropose solutions to customer pain points and issues supported by customer intelligence, business knowledge and data analysisProactively identifies risks and escalates issues; recommends mitigation stepsFoster a collaborative, solution-oriented culture across Cozeva + Vatica teamsSupport development and maintenance of Customer Help Center content, including product updates and release documentationEnable Customer Success with actionable reporting, dashboards, and analytics to manage and optimize performanceHelp optimize core Commercial systems (e.g., Salesforce) and Growth Analytics to improve Customer Success workflows and reportingPresent project updates, analyses, and proposals clearly and concisely in internal forums; support client-facing communications as needed.RequirementsBachelor’s degree or equivalent professional experience5+ years of experience in the healthcare industry, including experience with health plans and/or healthcare delivery organizationsProven success leading cross-functional projects from ideation through implementation, with measurable outcomesTrack record of building strong, collaborative relationships with internal stakeholders to advance business initiativesDemonstrated ability to assess business processes, identify opportunity areas, and implement optimized solutionsExperience developing and managing complex project plans and creating clear, effective documentationStrong written, verbal, and presentation skills, with well-developed interpersonal abilitiesStrong data acumen, including experience building reports and leveraging analytics to inform decisionsSelf-starter with strong organizational, analytical, and problem-solving skillsAbility to thrive in a fast-paced, evolving, and occasionally ambiguous environmentPreferred: Client relationship management or partnership experience in a health care environmentExperience in supporting technology or technology-enabled services for payer or provider organizationsRecent direct experience with Risk Adjustment and QualityExperience with CRM platforms (e.g. SalesForce, HubSpot)Experience with project planning tools (e.g., Smartsheet, Aha!)Competencies: Drives Results, Vision, and PurposeAligns effort to consistently deliver results through challenging circumstances.Profitability focused, persistent in achieving objectives with a positive track record of exceeding performance.Serves as a champion for Vatica and our purpose.Communicates EffectivelyExchanging ideas, knowledge, and data so that the message is received and understood with clarity and purpose.Leverages emotional intelligence to adapt to the emotions and intentions of others.Customer Focus & Internal RelationshipsBuilds strong customer relationships and prioritizes customer-centric solutions.Identifies opportunities to serve customers and stakeholders more effectively.Strategic MindsetConsidering future possibilities or roadblocks and creating strategies to drive results.Anticipates future trends and implications of decision.Situational Adaptability & FlexibilityAdapts approach in real time to respond to different situations.Thinks quickly and readily adapts behavior in the moment. High level of versatility.Balances Stakeholders & Manages ConflictAnticipating and balancing the needs of multiple stakeholders and multiple projects.Highly prepared and knowledgeable about expectations.Delivers fair and flexible response to stakeholder needs.Handling conflict situations to resolution effectively and professionally.Applies fair decision-making to balance competing interest mediating any points of abrasion.BenefitsWORKING AT VATICA HEALTH ADVANTAGESProsperityCompetitive salary based on your experience and skills – we believe the top talent deserves the top dollarBonus Potential (based on role and is discretionary) – if you go above and beyond, you should be rewarded401k plans– we want to empower you to prepare for your futureRoom for growth and advancement- we love our employees and want to develop withinGood HealthComprehensive Medical, Dental, and Vision insurance plansTax-free Dependent Care AccountLife insurance, short-term, and long-term disabilityHappinessExcellent 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 itThe salary for a position is typically determined by multiple factors such as the individual's qualifications, experience, skills, and location. The projected compensation range for the position may vary based on these factors and could range from $100,000 to $110,000 (annualized USD). However, this estimate represents just one aspect of our total compensation package offered.
