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Support Operations Manager

  • Location: Seattle, Washington
  • Type: Direct Hire
  • Job #2298

Carex’s partner is an innovative Healthcare Technology company, seeking a Customer Operations Manager, reporting to the Chief Customer Experience Officer, who will manage key aspects of servicing and supporting their live customers, as well as help to build the operational foundation of the customer experience team. This is an exciting and unique opportunity for individuals to get in on the ground floor of a corporate spin-out / start-up, with a well-established team and several large, respected clients.

What you’ll do:

  • Support the Customer Experience team with process improvement, measurement, tracking, and analytics relevant to their functional areas
  • Develop and monitor the ServiceDesk processes, and ensure adherence to SLA commitments across the customer base
  • Track and communicate ServiceDesk performance metrics by customer and overall to drive internal process improvement
  • Partner with customer success managers, technical program managers, product, and engineering to ensure a tight, consistent feedback loop between customers and internal teams
  • Proactively monitor and report on customer satisfaction
  • Deliver Root Cause Analyses and meet with customer teams that are having significant product issues
  • Collaboratively design, implement, and optimize the customer release process, including release notes, change tickets, UAT testing, etc.
  • Provide Voice of the Customer input into our partner’s product roadmap

What you’ll bring:

  • 6+ years in consulting, operations, product, and/or customer service
  • Familiarity with SaaS and Enterprise Health Systems operations
  • Expert knowledge of JIRA, Confluence, and the Microsoft Suite of tools
  • Working knowledge of healthcare scheduling, billing, and revenue cycle
  • Strong communications skills, both verbally and written
  • Creative problem solving, with an empathy to customer needs
  • Experience liaising between technical and non-technical stakeholders
  • Executive presentation skills
  • Highly organized with the ability to effectively manage time and prioritize competing tasks



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