[Hiring] Customer Operations Manager @Vatica Health

Role Description

Our Customer Operations Manager plays a critical role in driving initiatives that enable a high-performing Customer Success team, enhance customer experience, and improve operational effectiveness to enable scalable growth. This role partners closely with Customer Success to optimize reporting and workflow as well as leads cross-functional optimization projects from concept through execution. The ideal candidate brings strong business acumen, analytical rigor, healthcare industry experience, and the ability to translate customer insights and data into operational improvements that drive measurable business outcomes. This position can be remote and reports directly to the Director of Customer Operations.

• Partner with Customer Success teams and internal stakeholders to design and deliver strategic customer operations projects that create measurable customer value and support profitable growth
• Maintain current market knowledge including customer needs, industry trends, and competitive insights
• Develop cost-benefit analyses in partnership with Finance and Customer Operations leadership to ensure sound investment decisions and long-term business viability
• Analyze and interpret data to identify customer opportunities, uncover root causes of issues, measure project impact, and drive continuous improvement
• Monitor and mine data to identify opportunities and root causes of issues, measure impact of projects and drive continuous improvement
• Lead cross-functional projects to drive continuous improvements in customer experience and satisfaction
• Propose solutions to customer pain points and issues supported by customer intelligence, business knowledge and data analysis
• Proactively identify risks and escalate issues; recommend mitigation steps
• Foster a collaborative, solution-oriented culture across Cozeva + Vatica teams
• Support development and maintenance of Customer Help Center content, including product updates and release documentation
• Enable Customer Success with actionable reporting, dashboards, and analytics to manage and optimize performance
• Help optimize core Commercial systems (e.g., Salesforce) and Growth Analytics to improve Customer Success workflows and reporting
• Present project updates, analyses, and proposals clearly and concisely in internal forums; support client-facing communications as needed

Qualifications

• Bachelor’s degree or equivalent professional experience
• 5+ years of experience in the healthcare industry, including experience with health plans and/or healthcare delivery organizations
• Proven success leading cross-functional projects from ideation through implementation, with measurable outcomes
• Track record of building strong, collaborative relationships with internal stakeholders to advance business initiatives
• Demonstrated ability to assess business processes, identify opportunity areas, and implement optimized solutions
• Experience developing and managing complex project plans and creating clear, effective documentation
• Strong written, verbal, and presentation skills, with well-developed interpersonal abilities
• Strong data acumen, including experience building reports and leveraging analytics to inform decisions
• Self-starter with strong organizational, analytical, and problem-solving skills
• Ability to thrive in a fast-paced, evolving, and occasionally ambiguous environment

Requirements

• Client relationship management or partnership experience in a health care environment
• Experience in supporting technology or technology-enabled services for payer or provider organizations
• Recent direct experience with Risk Adjustment and Quality
• Experience with CRM platforms (e.g. SalesForce, HubSpot)
• Experience with project planning tools (e.g., Smartsheet, Aha!)

Competencies

• Drives Results, Vision, and Purpose
• Communicates Effectively
• Customer Focus & Internal Relationships
• Strategic Mindset
• Situational Adaptability & Flexibility
• Balances Stakeholders & Manages Conflict

Benefits

• Competitive salary based on your experience and skills
• Bonus Potential (based on role and is discretionary)
• 401k plans
• Room for growth and advancement
• Comprehensive Medical, Dental, and Vision insurance plans
• Tax-free Dependent Care Account
• Life insurance, short-term, and long-term disability
• Excellent PTO policy
• Great work-life balance environment
• Strong supportive teams