CX Ops Lead — Scalable High-Touch Success

Biograph; New York (NY); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

$110,000 - $150,000 per year

Equity

Medical, dental, and vision insurance

401(k)

Paid maternity / paternity leave

Unlimited PTO

11 paid holidays

Job summary

Biograph in New York is looking for a CX Ops Manager to build and formalize customer success workflows across in-clinic and mobile experiences. This hands-on position requires 4-6 years of experience in Customer Success or Service Operations, ideally in a high-touch, service-driven environment. The role will involve translating processes into SOPs and providing leadership in customer inquiries. Biograph offers compelling perks, including competitive salary, medical benefits, and opportunities for growth.

Qualifications

• 4-6 years of experience in Customer Success, CX, or Service Operations.
• Experience in a high-touch service-driven environment.
• Demonstrated ability to operate in ambiguity.

Responsibilities

• Build and formalize customer success workflows for member lifecycle.
• Translate processes into SOPs and playbooks.
• Identify friction points in the member journey.

Skills

Customer Success

Service Operations

Communication

Organizational Skills

Education

Bachelor’s degree or equivalent experience

Tools

CRM tools

Ticketing systems

Job description

Biograph in New York is looking for a CX Ops Manager to build and formalize customer success workflows across in-clinic and mobile experiences. This hands-on position requires 4-6 years of experience in Customer Success or Service Operations, ideally in a high-touch, service-driven environment. The role will involve translating processes into SOPs and providing leadership in customer inquiries. Biograph offers compelling perks, including competitive salary, medical benefits, and opportunities for growth.