Customer Operations Manager

Job Description

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. 

Responsibilities:  

• Partner with Customer Success teams and internal stakeholders to design and deliver strategic customer operations projects that create measurable customer value and support profitable growth 

• Maintain current market knowledge including customer needs, industry trends, and competitive insights 

• Develop 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 improvement 

• Monitor and mines data to identify opportunities and root causes of issues, measures impact of projects and drive continuous improvement 

• Leads cross-functional projects to drive continuous improvements in customer experience and satisfaction 

• Propose solutions to customer pain points and issues supported by customer intelligence, business knowledge and data analysis  

• Proactively identifies risks and escalates issues; recommends mitigation steps 

• Foster a collaborative, solution-oriented culture across Cozeva + Vatica teams 

• Support development and maintenance of Customer Help Center content, including product updates and release documentation 

• Enable Customer Success with actionable reporting, dashboards, and analytics to manage and optimize performance  

• Help optimize core Commercial systems (e.g., Salesforce) and Growth Analytics to improve Customer Success workflows and reporting 

• Present project updates, analyses, and proposals clearly and concisely in internal forums; support client-facing communications as needed. 

Requirements

• Bachelor’s degree or equivalent professional experience 

• 5+ years of experience in the healthcare industry, including experience with health plans and/or healthcare delivery organizations 

• Proven success leading cross-functional projects from ideation through implementation, with measurable outcomes 

• Track record of building strong, collaborative relationships with internal stakeholders to advance business initiatives 

• Demonstrated ability to assess business processes, identify opportunity areas, and implement optimized solutions 

• Experience developing and managing complex project plans and creating clear, effective documentation 

• Strong written, verbal, and presentation skills, with well-developed interpersonal abilities 

• Strong data acumen, including experience building reports and leveraging analytics to inform decisions 

• Self-starter with strong organizational, analytical, and problem-solving skills 

• Ability to thrive in a fast-paced, evolving, and occasionally ambiguous environment 

Preferred: 

• Client relationship management or partnership experience in a health care environment 

• Experience in supporting technology or technology-enabled services for payer or provider organizations 

• Recent direct experience with Risk Adjustment and Quality 

• Experience with CRM platforms (e.g. SalesForce, HubSpot) 

• Experience with project planning tools (e.g., Smartsheet, Aha!) 

Competencies:  

Drives Results, Vision, and Purpose  

• Aligns 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 Effectively  

• Exchanging 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 Relationships  

• Builds strong customer relationships and prioritizes customer-centric solutions.   

• Identifies opportunities to serve customers and stakeholders more effectively.  

Strategic Mindset  

• Considering future possibilities or roadblocks and creating strategies to drive results.   

• Anticipates future trends and implications of decision.  

Situational Adaptability & Flexibility  

• Adapts 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 Conflict  

• Anticipating 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.  

Benefits

WORKING AT VATICA HEALTH ADVANTAGES

Prosperity

• Competitive salary based on your experience and skills – we believe the top talent deserves the top dollar
• Bonus Potential (based on role and is discretionary) – if you go above and beyond, you should be rewarded
• 401k plans– we want to empower you to prepare for your future
• Room for growth and advancement- we love our employees and want to develop within

Good Health

• Comprehensive Medical, Dental, and Vision insurance plans
• Tax-free Dependent Care Account
• Life insurance, short-term, and long-term disability

Happiness

• Excellent 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 it

The 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.