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Manager, Customer Experience Business Operations at Nextech. Location Information: . Why join Nextech?. . We are a leader in specialty healthcare technology solutions.. . We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.. . If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.. . We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact . [email protected]. .. Essential Functions. . . Operational Excellence and Process Design. . . Own the CX Business Operations roadmap and drive operational initiatives that support Client Success, Product Support, Consulting, and Professional Services. . Identify operational gaps across the CX organization and design, document, and roll out processes to close them. . Manage the centralized CX BizOps intake process, triaging requests, assigning ownership, and ensuring transparent prioritization across stakeholders. . Partner with cross-functional teams to drive change management, process improvements, and operational excellence at scale. . . Data, Reporting, and Insights. . . Lead the CX team’s data strategy in partnership with your Data Analyst, ensuring stakeholders across CS, PS, Consulting, and Support have the dashboards and reporting they need to manage performance. . Oversee the development and maintenance of Power BI dashboards across the customer lifecycle, including segment-level views for CSMs, billable utilization for Professional Services, and operational metrics for Support. . Translate ambiguous leadership questions into concrete data requirements and ensure deliverables land with the right level of polish for executive consumption. . Maintain data integrity across the CX reporting ecosystem and partner with our Salesforce team on data flow, integrations, and downstream impacts. . . Systems, Salesforce, and Platform Operations. . . Serve as the CX team’s primary business partner to Salesforce, coordinating sprint releases, requirements, and platform changes that affect CX. . Manage CX-owned Salesforce configuration needs including dashboards, automations, and downstream reporting impacts. . Oversee the operational health of CX platforms including Salesforce, CallMiner, Qualtrics, and Power BI. . Coordinate cross-functional launches such as seasonal releases and Project 360, ensuring CX-impacting changes are identified, communicated, and managed. . . Programs and Strategic Initiatives. . . Operationalize strategic CX programs including the client testimonials and references program, partnering with Marketing, Product, and the Chief Customer Officer’s office. . Support workforce management strategy in partnership with the WFM Analyst, including capacity planning, scheduling tools, and operational reporting for Support. . Contribute to commercialization enablement, client offboarding, and content investment initiatives as they require operational design or data support. . . People Leadership. . . Directly manage a Data Analyst and a Workforce Management Analyst, providing weekly 1:1 coaching, regular feedback, and intentional development planning. . Build the careers of your team members through stretch assignments, visibility opportunities with senior leadership, and regular performance conversations. . Hold the bar on quality, deliverable polish, and stakeholder communication for your team’s output. . Foster a culture of curiosity, ownership, and pragmatic problem-solving on the team. . . . Minimum Requirements. . . 5+ years of experience in business operations, revenue operations, customer success operations, or a closely related discipline. . 2+ years of direct people management experience, including responsibility for hiring, coaching, performance management, and career development. . Demonstrated ability to design and operationalize new processes from scratch in ambiguous environments. . Hands-on experience with Salesforce (administration, reporting, sprint coordination, or similar). . Strong working knowledge of Power BI, Excel, and modern data tooling; comfort partnering with analysts to translate business questions into reporting. . Experience working in B2B SaaS, ideally in healthcare technology or another regulated, specialty-driven industry. . . How You Work. . . You diagnose before you prescribe. You ask the right questions before jumping to a solution.. . You bring structure to ambiguity. Given a vague problem, you can produce a clear plan, a documented process, and a path to execution.. . You operate with confidence across levels. You can hold your own with executives, partner peer-to-peer with cross-functional leaders, and coach analysts with patience and clarity.. . You are pragmatic. You would rather ship a strong v1 and iterate than chase a perfect v3 that never lands.. . You communicate proactively. You close the loop, document decisions, and make your team’s work visible.. . . Total Rewards: . Generous annual bonus opportunity. . 401(k) with Employer Match. . Flexible Time Off: take time off when you need it without worrying about available hours. . 11 paid holidays . . Your Day Your Way - Celebrate a day of cultural or social significance to you. . Insurance: Choice of Medical, Dental, and Vision plans. . Health Savings Account with employer match. . Flexible Spending Account. . 100% Company-Paid Parental leave (After 6 months with the company). . 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance. . Nextech Luminary Peer Recognition Program. . Wellness Program including discounts on medical premiums. . Employee Assistance Program with free counseling sessions available. . Corporate Discounts on Retail, Travel, and Entertainment