Manager, Customer Experience Business Operations

Nextech Systems

Manage Customer Experience Business Operations at Nextech, a leader in healthcare technology. Own systems, processes, and reporting for optimal client success and services.

Posted 6/4/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Own the CX Business Operations roadmap and drive operational initiatives that support Client Success, Product Support, Consulting, and Professional Services
Identify operational gaps across the CX organization and design, document, and roll out processes to close them
Manage the centralized CX BizOps intake process, triaging requests, assigning ownership, and ensuring transparent prioritization across stakeholders
Partner with cross-functional teams to drive change management, process improvements, and operational excellence at scale
Lead the CX team’s data strategy in partnership with your Data Analyst, ensuring stakeholders across CS, PS, Consulting, and Support have the dashboards and reporting they need to manage performance
Oversee the development and maintenance of Power BI dashboards across the customer lifecycle, including segment-level views for CSMs, billable utilization for Professional Services, and operational metrics for Support
Translate ambiguous leadership questions into concrete data requirements and ensure deliverables land with the right level of polish for executive consumption
Maintain data integrity across the CX reporting ecosystem and partner with our Salesforce team on data flow, integrations, and downstream impacts
Serve as the CX team’s primary business partner to Salesforce, coordinating sprint releases, requirements, and platform changes that affect CX
Manage CX-owned Salesforce configuration needs including dashboards, automations, and downstream reporting impacts
Oversee the operational health of CX platforms including Salesforce, CallMiner, Qualtrics, and Power BI
Coordinate cross-functional launches such as seasonal releases and Project 360, ensuring CX-impacting changes are identified, communicated, and managed
Operationalize strategic CX programs including the client testimonials and references program, partnering with Marketing, Product, and the Chief Customer Officer’s office
Support workforce management strategy in partnership with the WFM Analyst, including capacity planning, scheduling tools, and operational reporting for Support
Contribute to commercialization enablement, client offboarding, and content investment initiatives as they require operational design or data support
Directly manage a Data Analyst and a Workforce Management Analyst, providing weekly 1:1 coaching, regular feedback, and intentional development planning
Build the careers of your team members through stretch assignments, visibility opportunities with senior leadership, and regular performance conversations
Hold the bar on quality, deliverable polish, and stakeholder communication for your team’s output
Foster a culture of curiosity, ownership, and pragmatic problem-solving on the team

Requirements

What you’ll need

5+ years of experience in business operations, revenue operations, customer success operations, or a closely related discipline
2+ years of direct people management experience, including responsibility for hiring, coaching, performance management, and career development
Demonstrated ability to design and operationalize new processes from scratch in ambiguous environments
Hands-on experience with Salesforce (administration, reporting, sprint coordination, or similar)
Strong working knowledge of Power BI, Excel, and modern data tooling; comfort partnering with analysts to translate business questions into reporting
Experience working in B2B SaaS, ideally in healthcare technology or another regulated, specialty-driven industry
You diagnose before you prescribe. You ask the right questions before jumping to a solution.
You bring structure to ambiguity. Given a vague problem, you can produce a clear plan, a documented process, and a path to execution.
You operate with confidence across levels. You can hold your own with executives, partner peer-to-peer with cross-functional leaders, and coach analysts with patience and clarity.
You are pragmatic. You would rather ship a strong v1 and iterate than chase a perfect v3 that never lands.
You communicate proactively. You close the loop, document decisions, and make your team’s work visible.

Benefits

Comp & perks

Generous annual bonus opportunity
401(k) with Employer Match
Flexible Time Off: take time off when you need it without worrying about available hours
11 paid holidays
Your Day Your Way - Celebrate a day of cultural or social significance to you
Insurance: Choice of Medical, Dental, and Vision plans
Health Savings Account with employer match
Flexible Spending Account
100% Company-Paid Parental leave (After 6 months with the company)
100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
Nextech Luminary Peer Recognition Program
Wellness Program including discounts on medical premiums
Employee Assistance Program with free counseling sessions available
Corporate Discounts on Retail, Travel, and Entertainment

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

business operationsrevenue operationscustomer success operationsprocess designdata analysiscapacity planningperformance managementreportingdata integrityoperational excellence

Soft Skills

people managementcoachingproblem-solvingcommunicationcuriosityownershipadaptabilitystrategic thinkingcollaborationexecutive presence