[Hiring] Customer Success Operations Manager @ZOLL Medical Corporation

Role Description

The Customer Success Operations Manager is responsible for leading the day-to-day operational execution, people performance, service delivery, and continuous improvement across Customer Success-supported operations, including IDTF, PCP, and Employee Benefits programs. This role manages the Customer Success Operations team and ensures consistent, accurate, and timely execution of program workflows.

• Directly manages Customer Success Operations team members supporting IDTF, PCP, and Employee Benefits programs.
• Owns day-to-day workflow execution across Customer Success-supported operations, including workload prioritization, service continuity, team accountability, and operational issue resolution.
• Establishes and maintains operational performance metrics, reporting, and routine operating reviews.
• Uses workload, productivity, quality, and service data to identify capacity needs and recommend process or staffing improvements.
• Serves as the primary operational escalation point for Customer Success operational workflows and coordinates resolution with appropriate internal stakeholders.

Qualifications

• Bachelor's degree preferred, or equivalent combination of relevant education and experience.
• Prior experience in operations, customer service, healthcare, medical device, diagnostic services, or a related environment preferred.
• Prior people-management or team-leadership experience strongly preferred.
• Experience working in a dynamic, high-volume environment and using performance data to manage workflows and improve operations preferred.

Requirements

• Strong people-leadership, coaching, accountability, and workload-management skills.
• Demonstrated ability to manage operational workflows in a fast-paced, service-oriented environment.
• Strong analytical skills with the ability to interpret operational data, identify trends and root causes, and translate findings into recommendations.
• Excellent written and verbal communication skills with the ability to communicate clearly, professionally, and concisely with internal and external stakeholders.
• Strong organizational and prioritization skills with the ability to manage multiple programs, competing priorities, and escalations.
• Demonstrated customer-service orientation and ability to work effectively in a highly cross-functional environment.
• High attention to detail and commitment to data accuracy, quality, and process consistency.
• Proficiency with Microsoft Word, Excel, Outlook, and Salesforce; ability to learn and effectively use additional operational systems and reporting tools.

Benefits

• The annual salary for this position is: $100,000.00 to $110,000.00.
• This position is eligible for an annual bonus in accordance with the company's bonus plan.
• Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com .

Company Description

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation, and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.