Strategy And Operations, Customer Experience

Summary

Join RepeatMD, a leading B2B SaaS company in the Aesthetics and Wellness Industry, as an Operations Lead - Client Experience. You will drive the company's client operations strategy, ensuring exceptional service delivery while building scalable processes. This role requires a strategic mindset combined with hands-on operational execution to enhance client experience systems. You will build and optimize operations, master technical tools like Salesforce and Intercom, lead cross-team integration, drive data-based decisions, and streamline key workflows. The ideal candidate possesses 3-4 years of experience in operations management, particularly in growth-stage companies, and a strong working knowledge of CX platforms. This is an opportunity to make a significant impact on a rapidly growing company.

Requirements

• 3-4 years of experience in operations management, particularly in growth-stage companies
• 1+ years of experience in finance or consulting
• Strong working knowledge of CX platforms (e.g., Salesforce, Intercom) with ability to configure and optimize these tools
• Demonstrated success in creating scalable operational systems that improve client experience
• Proficiency in analyzing operational data and translating findings into concrete action plans
• Strong project management capabilities with exceptional attention to detail
• Thrives in fast-paced environments with a methodical approach to problem-solving
• Ability to build strong cross-functional relationships while driving operational initiatives

Responsibilities

• Design and implement structured workflows that enhance client experience
• Create documented processes that can scale efficiently while driving high quality experiences
• Define specific service standards and tracking mechanisms
• Take ownership of our core platforms including Salesforce and Intercom for client experience needs
• Configure these systems to improve workflow efficiency and provide better client insights
• Implement specific improvements to enhance platform functionality
• Work closely with engineering, product, and customer success teams to align technical capabilities with operational needs
• Drive initiatives that require coordination across multiple departments
• Conduct regular analysis of client interaction data and operational metrics
• Create actionable insights and dashboards that lead to measurable improvements in client satisfaction and retention rates
• Identify and optimize critical operational processes that impact client success
• Implement specific improvements to reduce friction points and enhance service delivery
• Lead the deployment of new features within our tech stack
• Ensure proper configuration and integration of tools to support operational excellence
• Address operational obstacles with structured, analytical approaches
• Develop specific solutions that can be measured and refined over time