CX Ops Leader: Scale High-Touch Member Experience

biograph wealth advisors; 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 Wealth Advisors in New York is seeking a CX Ops Manager to build and formalize customer success functions across in-clinic and mobile experiences. You will be responsible for creating scalable workflows and ensuring high-quality service delivery.

The ideal candidate will have 4-6 years of experience in customer success, strong communication skills, and the ability to operate in a fast-paced environment. The position offers a competitive salary and generous benefits.

Qualifications

• 4-6 years of experience in Customer Success, CX, or Service Operations.
• Experience in a high-touch, service-driven environment.
• Proven ability to synthesize member feedback into actionable insights.

Responsibilities

• Build customer success workflows across the full member lifecycle.
• Translate processes into clear SOPs and a centralized knowledge base.
• Identify friction points in the member journey and design solutions.

Skills

Customer Success experience

Service Operations

Leadership

Clear communication

Organizational skills

Education

Bachelor’s degree or equivalent experience

Tools

CRM tools

Ticketing systems

Job description

Biograph Wealth Advisors in New York is seeking a CX Ops Manager to build and formalize customer success functions across in-clinic and mobile experiences. You will be responsible for creating scalable workflows and ensuring high-quality service delivery.

The ideal candidate will have 4-6 years of experience in customer success, strong communication skills, and the ability to operate in a fast-paced environment. The position offers a competitive salary and generous benefits.