CX Ops Manager

As a CX Ops Manager, you will play a key role in building and formalizing Biograph’s customer success function across both our in-clinic and mobile experiences. You will help translate our high-touch, white-glove service ethos into scalable workflows, systems, and operating standards - without losing the quality, warmth, or precision that define the Biograph experience.

This is a hands-on, builder role for someone excited to take ownership, bring structure to foundations, and help shape how Customer Experience operates as Biograph scales.

WHAT YOU WILL DO:

• Build and formalize customer success workflows across the full member lifecycle, from onboarding through ongoing engagement and issue resolution.
• Translate existing processes into clear SOPs, playbooks, and a centralized knowledge base to ensure consistent, high-quality service delivery as the function scales.
• Partner closely with cross-functional teams to ensure a seamless member experience across in-clinic and digital touchpoints.
• Provide leadership and mentorship by setting standards for how customer success work is executed, documented, and continuously improved as the function evolves.
• Identify friction points in the member journey and proactively design solutions.
• Own customer success performance metrics, including response times, resolution quality, and member satisfaction.
• Support member inquiries directly, including ticket management in the early stages, with the opportunity to evolve into the primary escalation point for complex or high-touch member issues.
• Balance hands-on execution with strategic planning to design the future-state customer success model.
• Be a key contributor to the culture of innovation, constantly exploring ways to push the boundaries of healthcare.

WHAT YOU BRING TO THE ROLE:

• 4-6 years of experience in Customer Success, CX, or Service Operations.
• Bachelor’s degree or equivalent practical experience.
• Experience in a high-touch, service-driven environment (healthcare, wellness, hospitality, or tech-enabled services).
• Prior experience guiding initiatives, mentoring teammates, or supporting junior team members, even without formal people management responsibility.
• Proven ability to synthesize member feedback into actionable insights that inform Product, Engineering, and Clinical roadmaps.
• Demonstrated ability to operate in ambiguity and build structure from imperfect or evolving systems.
• Strong ownership mindset with a bias toward action and execution.
• Clear, thoughtful communicator comfortable working cross-functionally.
• Comfortable in the dynamic, fast-paced environment of a healthcare technology startup.

EXCEPTIONAL LOOKS LIKE:

• You enjoy rolling up your sleeves and doing the work while designing better systems.
• You can spot patterns in member feedback and turn them into practical improvements.
• You balance empathy and service orientation with operational rigor.
• You’re motivated by ownership, impact, and seeing ideas move quickly into execution.
• You’re excited to help shape a function early rather than inherit a fully built one.
• You demonstrate leadership through ownership, clarity, and follow-through, even without formal management authority.

ADDITIONAL SKILLS AND REQUIREMENTS:

• Experience documenting workflows, SOPs, or training materials.
• Experience consolidating or centralizing disparate CX tools and systems.
• Familiarity with CRM, ticketing, or customer success tools.
• Comfort tracking and reporting on basic CX metrics (CSAT, response times, retention).
• Strong organizational skills and attention to detail.
• Willingness to adapt, iterate, and improve as the business evolves.

COMP | PERKS | BENEFITS:

• $110,000 - $150,000 per year
• Equity 
• Biograph Membership
• Medical, dental, and vision insurance
• 401(k)
• Paid maternity / paternity leave
• Unlimited PTO
• 11 paid holidays