Client Experience Operations Manager
RxVantage, Inc.
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Benefits offered by this job
Job summary
RxVantage, Inc. is seeking a Client Experience Operations Manager who will own the operational backbone of our CX tech stack, including Salesforce Service Cloud and Zoom Contact Center.
You will design scalable workflows, automate processes, and partner with cross‑functional teams to deliver frictionless client experiences. The role requires strong technical and non-technical skills, a customer‑first mindset, and the ability to translate business needs into system capabilities.
Qualifications
- Experience with Salesforce Service Cloud administration including case management, automation, routing and SLAs.
- Certification in Salesforce Service Cloud is required.
- Hands-on experience with Zoom Contact Center or similar CCaaS platforms recommended.
- Knowledge of service data models, entitlements, queues, routing logic, and reporting.
- Experience integrating CRM, contact center and knowledge-base tools.
Responsibilities
- Design, administer and optimize CX workflows and data models.
- Configure and maintain Salesforce Service Cloud case management, automation and reporting.
- Own Zoom Contact Center configuration to support voice and digital interactions.
- Collaborate with Service and Account Management to align systems with processes.
- Implement and support AI-driven features to improve agent and client outcomes.
- Document CX processes and best practices for scale and consistency.
- Partner with Revenue Ops and Data teams to align service metrics with GTM insights.
Skills
Tools
Job description
We’re building a strong, diverse team of curious, creative people who want to find purpose in their work and support each other in the process. Our “Work from Anywhere” philosophy is aimed at making sure we bring a diverse range of thought leadership so that our technology is better able to serve local health care providers. The key to our success in creating a high performing team is communication and balance.
That balance is important: It enables us to truly do the best work of our lives. As a result, we create a place where all kinds of work happens — and happens well — all while working alongside people we respect and admire.
We support the ongoing growth of our team members through dedicated personal learning and development budgets.
We offer comprehensive health, vision and dental insurance for you and your family.
We have a flexible policy that enables individuals to work from just about anywhere.
"I have been working at RxVantage for the last 5 years. We’ve grown a TON since then, I have worked on large data tasks, some of our most important accounts, and even an entire department in that time! Management really expects you to rise to the occasion and is there for you when needed. I can create my own schedule and can work remotely, a great bonus at this time. I’m excited for the future of RxVantage including our Diversity Inclusion Task Force which meets every week."
"I've been with RxVantage since 2013 and it has been a great experience. There's ample opportunity for growth, transparent management, and work-life balance is both encouraged and supported. Employee engagement and empowerment have helped RxVantage adapt to a changing business environment and establish itself as an industry leader. I'm really excited to see what the future holds for RxVantage."
"RxVantage has been an awesome place to work! I have been with the company for a little over 5 years and have seen the company grow tremendously. The company really cares about their employees and makes it easy to have a work/life balance. They offer great benefits such as 100% company matching of employee charitable contributions. I can't wait to grow my career and see where the company goes from here."
"Working at RxVantage has been a boon to my career. I have been given so many opportunities to grow in the skillsets that interest me. With the trust in my manager and team, I feel empowered to make decisions that have a real impact on the company. Flexing your creativity and taking ownership is greatly appreciated and will not go unnoticed. I look forward to continuing to work for this amazing company that cares about its people and their careers!"
"I have loved working for RxVantage - being on an awesome team, facing new challenges, and seeing the company grow. I’m very excited to continue growing my career being on such a great team!"
"RxVantage is an extremely fast-growing company and a wonderful place to work! The CEO truly cares about each individual, welcomes creativity, and leads by example. The culture at RxVantage is one of the best I’ve ever worked for and every one is authentic and loves what they do."
"I joined RxVantage over a year ago and it is amazing to see the company grow and work with brilliant teammates. I feel fulfilled and positively challenged every day and the company recognizes everyone’s achievements. We all work remotely and I can keep a good work/life balance. I am excited to keep growing at RxVantage!"
"I have been at RxVantage for the past two and a half years and I have truly enjoyed working here! We have grown tremendously over this time bringing in talented individuals from all over the world with all types of backgrounds. It is truly exciting to be part of a great team with an outstanding solution where everyone is trying their best."
"RxVantage is a fantastic place to work! Since I have joined I have been able to strengthen my abilities and broaden my skillset. I love the team that I get to work with and I am excited to see our company grow!"
Full time
Remote
Operations
The Client Experience Operations Manager is responsible for designing, administering, and continuously improving the systems that power RxVantage’s client-facing experiences. This role will own the operational backbone of Customer Experience by ensuring Salesforce Service Cloud, Zoom Contact Center, and supporting CX tools work together seamlessly to deliver frictionless, intuitive, and highly effective client interactions.
This role sits at the intersection of technology, process, and client experience. The CX Operations Manager will partner closely with Service, Account Management, and key client stakeholders to build scalable workflows that empower teams to resolve issues faster, communicate more clearly, and proactively support clients throughout their lifecycle.
The CX Operations Manager will act as a steward of service excellence—translating business needs and client expectations into well-designed systems that reduce friction, increase transparency, and elevate the overall client experience.
What you’ll be doing:
Administer and optimize Salesforce Service Cloud, including case management, automation, routing, entitlements, SLAs, and reporting.
Own the configuration and ongoing administration of Zoom Contact Center to support voice and digital client interactions.
Design and maintain CX workflows that create frictionless, intuitive experiences for clients and internal teams.
Partner with Service and Account Management to align systems with real-world service processes and client needs.
Implement and support AI-driven service capabilities (e.g., case routing, agent assistance, automation, knowledge recommendations) to improve efficiency and client outcomes.
Ensure accurate capture and reporting of service and interaction data to support performance management and continuous improvement.
Identify and eliminate friction points across client-facing workflows, proactively recommending system and process improvements.
Support the rollout of new service tools, features, and integrations across the CX tech stack.
Partner with Revenue Operations and Data teams to align service metrics with broader GTM reporting and insights.
Document CX processes, system configurations, and best practices to support scale and consistency.
Serve as a trusted operational partner to key client-facing teams and strategic accounts.
The ideal candidate:
Technical Skills Required
Salesforce Service Cloud Administrator experience, including case management, automation, reporting, and user configuration.
Salesforce Service Cloud Consultant or Administrator Certification (required).
Hands‑on experience administering Zoom Contact Center or similar CCaaS platforms.
Strong understanding of service data models, SLAs, entitlements, queues, and routing logic.
Working knowledge of AI applications in service environments, including workflow automation, agent assistance, intelligent routing, and self‑service capabilities.
Experience integrating and managing tools that support client‑facing interactions (CRM, contact center, knowledge base, reporting tools).
Non Technical Skills Required
Strong partnership mindset with the ability to collaborate deeply with Service, Account Management, and cross‑functional teams.
Customer‑first orientation with a passion for creating frictionless, helpful, and human client experiences.
Ability to translate service strategy and client needs into scalable systems and workflows.
Proactive approach to identifying experience gaps and operational inefficiencies before they impact clients.
Detail‑oriented and process‑driven, with strong documentation and change management discipline.
Ability to manage multiple priorities and complex initiatives across teams.
Clear communicator who can explain technical concepts in simple, user‑centered terms.
100% Company‑Paid Premiums for Employee’s Medical Health (HDHP 4500), Vision, and Dental Plans + $4,400 company sponsored contribution into an HSA
Short‑term and Long‑term Disability
Life Insurance
401k Matching
Work from Anywhere within the US
Flexible PTO
Post‑Parental Leave Program - $5k stipend to assist with expenses, 4 week 100% paid “Ease‑Back” return to work transition period
Starter+ Membership to Wellhub (access to over 5k gyms and studios)
Location:
Our “Work from Anywhere” (within the United States) philosophy is aimed at making sure that we recruit a diverse range of thought leadership to ensure that our technology is better able to serve local health care providers. Our goal is to hire the country’s top talent and allow them to create an environment where they can do their best work. PLEASE NOTE: Our "work from anywhere" only applies to the continental U.S. where our open roles are posted.
About Our Organization:
At RxVantage, we’re a small company with a big mission: to connect healthcare providers with the right life science experts and resources they need, exactly when they need them, to improve patient care. We’ve built a software platform that’s changing the way providers learn about the latest medical advancements and technologies. Every year, our platform powers over 1 million educational exchanges between medical practices and life science companies, making it easier for them to stay informed and provide better care.
We have a proven product, a strong mission, and a passionate team. Now, we’re looking for talented people to help us grow even more. If you’re driven, eager to make an impact, and ready to be part of something meaningful, we want to hear from you!
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RxVantage is an equal opportunity employer and dedicated to ensuring that we represent the local communities where our health and wellbeing providers serve as pillars of support to our family, friends, and neighbors. Our representation within these communities allows us to embody a diverse set of backgrounds, experiences, abilities and perspectives; and provide an inclusive environment for our team to feel empowered to be their authentic selves, without fear of harassment or discrimination.
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