Job Details
**Customer Experience Ops Manager**
**We are inspired by solving big problems. We are all about progress; we set out to do something and we do it**. Rob Cohen President, Bamboo Health
Bamboo Health is a leader in cloud-based care coordination software and analytics solutions focused on patients with complex needs, including those suffering from physical health and mental health issues and substance use disorders. We deliver on a mission of enabling better care for patients across the continuum, and our software solutions help healthcare professionals collaborate on shared patients across the spectrum of care.
**Job Description:**
The Customer Experience (CX) Operations Manager will join the Revenue Operations team at Bamboo Health and will primarily support the Customer facing teams post sale. This person will oversee all aspects of customer operations in order to drive cross team collaboration, increase efficiency, and enable long term scalability as we continue on our growth trajectory. As part of the Revenue Operations team, you will work to identify and solve problems, implement tools and technologies, and develop simple, effective processes. This person will excel at distilling complex problems into insightful metrics that translate data into actionable objectives.
**What You Will Do:**
* Work alongside the Revenue Operations team to establish and maintain scalable processes for the Customer teams in order to decrease time to launch new customers and increase customer retention.
* Define KPIs and develop dashboards to provide the insight needed to understand team performance. Tap into multiple data sources to compile a comprehensive picture for leadership.
* Identify areas of improvement and execute on creative solutions to efficiently drive positive outcomes, including identifying and implementing tools and technologies when appropriate.
* Work collaboratively with the other members of the revenue teams to identify areas of cross functional opportunity and connect the dots.
* Ensure communication and documentation is clear, concise, and up to date.
* Get in the weeds on a daily basis while maintaining a holistic approach to operational success.
**What Success Looks Like:**
**In 3 months**
* Develop a strong understanding of Bamboo Health's products and the market we operate in.
* Conduct deep assessments of current customer team operations with a focus on process optimization and reporting.
* Dig into our Salesforce instance, data integrations, and workflows to establish an understanding of the end to end customer journey.
* Stand up initial dashboard of customer KPIs in collaboration with Customer team leads.
**In 6 months**
* Present recommendations on opportunities for optimization, craft solutions in conjunction with leadership, gain buy-in, and kick-off top priorities.
* Determine tech stack requirements and make recommendations on solutions.
* Iterate on KPI dashboard to continue to enable actionable insights.
* Build trusted relationships with customer teams in order to foster a culture of continuous improvement.
**In 12 months**
* Maintain reporting and business cadences to proactively inspect and manage Customer team functions, identify emerging trends, and drive the pace of the Customer team efforts to meet critical KPIs.
* Deliver continuous improvement to the Customer team processes and make recommendations to enable and incent behaviors to drive alignment with company objectives.
* Analyze and share performance KPIs to assist Customer team leaders with the management and administration of their teams.
* Drive insights up to leadership and run KPI meetings.
**What You Need:**
* 3-5 years revenue/sales/customer operations experience or experience working as a customer facing account manager/customer success manager with a desire to move into an operations role.
* Strong analytical skills coupled with a curious nature and an aptitude for building things.
* Great communication & interpersonal skills, the ability to manage up, down & sideways, and an attitude that great ideas can come from anywhere.
* Reporting & data analysis skills which ideally include some combination of Excel, Looker, Tableau and/or Salesforce.
* Tech: SQL skills are a huge value add. Salesforce experience, especially admin or set-up experience, is highly valued. Enthusiasm to learn more is required.
**What You Get:**
* Join one of the fastest growing health tech companies in the country
* Have the autonomy to build something with a brilliant and enthusiastically supportive team
* Learn best practices from world class investors and advisors
* Become an expert on healthcare delivery system transformation
* Receive cash and equity compensation with health, dental, and other benefits
**We are an equal opportunity employer.**
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