Operations Manager, Customer Success Operations

Summary

Join SmarterDx as an Operations Manager to optimize internal processes and support clinical documentation improvement specialists and coders. You will lead initiatives to develop and optimize processes impacting client experience, partner with Customer Support Managers on requests and escalations, and collaborate with cross-functional teams. The role involves developing an advanced understanding of SmarterDx applications, serving as an escalation point for complex support issues, documenting and training the CS Ops team, and leveraging SQL for issue triaging. This fully remote US-based position requires 7+ years of customer service or project management experience, preferably in healthcare technology or SaaS, and strong experience in technical troubleshooting, process documentation, and SQL. Excellent communication and time management skills are essential. The position offers a competitive salary, equity incentives, and comprehensive benefits.

Requirements

• 7+ years experience in customer service or project management roles, preferably in healthcare technology or SaaS organization
• 5+ years of experience creating and optimizing standard operational procedures
• Must have strong experience in at least two of the following: Technical troubleshooting and problem-solving using SQL
• Creating process documentation or Standard Operating Procedures
• Startup experience, especially at a healthcare or health tech organization
• Excellent communication skills, with the ability to work comfortably with technical and clinical teams
• Flexible team player with a strong ability to adapt to changing priorities and department goals
• Strong empathy and patience, with a genuine desire to help colleagues and customers succeed
• Well-versed in Jira or similar ticketing tools (e.g., Zendesk, ServiceNow) for issue tracking, workflow management, and operational support
• Ability to quickly learn and adapt to new technologies and processes
• Excellent time management and prioritization skills in a remote environment
• Proactive approach to identifying and resolving potential issues before they escalate

Responsibilities

• Develops an advanced understanding of all SmarterDx applications, serving as an escalation point of contact for complex Support issues that span multiple teams and may require extended triaging
• Proactively documents and trains the CS Ops team on new or updated processes
• Serves as a thought partner to Account Managers and other teams when addressing nuanced client requests
• Builds collaborative relationships with cross-functional teams through clear, professional communication that is reflective of company values
• Leverages SQL to complete back-end queries to effectively triage complex customer issues

Preferred Qualifications

• Experience with clinical documentation improvement (CDI) software or related healthcare applications
• Knowledge of medical terminology and hospital workflows

Benefits

• $120,000 to $140,000 salary + equity incentives
• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 90-100% of your premiums and 70-90% for dependents, depending on the plan
• One Medical Membership – Free membership included if you enroll in a SmarterDx medical plan
• Paid Parental Leave – Up to 12 weeks of paid leave for birth or adoption
• Remote-First Team – Work from anywhere in the U.S. with a $400 home office reimbursement stipend
• Unlimited PTO & 10 Holidays – 4 of which include floating holidays so you can recognize the days that matter most to you
• Learning & Development Budget – $500 per year (prorated) for courses, books, and resources to expand your skills
• 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Empower