Customer Experience & Ops Leader

RxSight, Inc.; Aliso Viejo (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

RxSight, Inc. in Aliso Viejo, CA, seeks a Customer Service Manager to lead the combined Customer Service team supporting U.S. and international customers.

You will oversee service delivery, inventory accuracy, and revenue protection, partnering with commercial and field leadership to set standards from onboarding through ongoing support. The role requires proven leadership in customer service, deep knowledge of consignment inventory, strong analytics, and the ability to manage multiple

Qualifications

• 7+ years in customer service, operations or inventory operations.
• 3+ years of people management.
• Medical device consignment inventory experience preferred.
• Training to be completed per policy and code of conduct must be completed within 30 days of hire.

Responsibilities

• Lead, hire and develop Team Leads, Customer Service Specialists and specialty support staff.
• Set team goals and conduct performance reviews, coaching and development planning.
• Own the Specialist I/II career path and cross-training program for customer service and consignment.
• Manage workforce planning, regional coverage and workload balance.
• Serve as the primary operational partner to commercial leadership and Area Sales Directors.
• Align the service model to field needs; establish regular check-ins with field leadership.
• Own resolution of escalated customer, field and inventory issues.
• Gather and act on customer and field feedback to improve the customer experience.
• Own consignment inventory accuracy, including cycle counts and discrepancy resolution.
• Manage expiring and aged inventory, refreshes and pullbacks with field and Supply Chain.
• Ensure timely, accurate PRC and usage processing to support revenue recognition; partner with Finance.
• Ensure compliance with consignment agreements, inventory policies, audit and quality requirements.
• Define and report service and inventory metrics (response time, order accuracy, PRC cycle time, etc.).
• Lead process improvement; maintain SOPs, standard work and training materials.
• Define system/reporting requirements for QAD, Salesforce and Power BI with Sales Ops and IT.
• Coordinate onboarding and LDD installation logistics with Commercial Ops, Warehouse and field teams.
• Manage department staffing plans and expenses within budget.

Skills

People management

Customer service ops

Inventory management

Data analytics

Cross-functional

Education

Bachelor's degree

Tools

QAD ERP

Salesforce

Power BI

Excel

Smartsheet

SharePoint

Job description

RxSight, Inc. in Aliso Viejo, CA, seeks a Customer Service Manager to lead the combined Customer Service team supporting U.S. and international customers.

You will oversee service delivery, inventory accuracy, and revenue protection, partnering with commercial and field leadership to set standards from onboarding through ongoing support. The role requires proven leadership in customer service, deep knowledge of consignment inventory, strong analytics, and the ability to manage multiple