Manager of Service Operations at Mindray North America, leading customer - focused service processes. Overseeing service workflows and team performance within a healthcare technology environment.
About the role
- Client Experience Operations Manager focusing on operational excellence in customer experience for a high-growth startup. Leading systems optimization and supporting client satisfaction through efficient processes and support management.
Responsibilities
- Own and optimize CX tools and platforms, including ticketing systems, CRM, QA processes, and reporting dashboards.
- Design and maintain scalable workflows that improve response times, resolution quality, and client satisfaction.
- Identify inefficiencies and implement process improvements that reduce friction for both clients and internal teams.
- Maintain documentation, SOPs, and internal knowledge base resources to support consistency and training.
- Manage and coach Client Experience Support Specialists, depending on team structure and growth stage.
- Set clear performance expectations tied to SLAs, CSAT, and GRR impact.
- Review tickets for quality assurance and provide direct feedback and skill development.
- Lead CX operational projects from planning through execution, including system implementations, workflow redesign, and cross-functional initiatives.
- Own CX reporting and provide leadership with clear insights into ticket trends, performance metrics, client health indicators, and operational risks.
Requirements
- 3 to 6 years of experience in customer support, client experience, or CX operations within a SaaS or technology environment.
- Experience managing or mentoring support team members.
- Strong operational mindset with experience building or improving workflows and systems.
- Proficiency with tools such as Jira, HubSpot, or similar ticketing and CRM platforms.
- Comfortable analyzing support data and creating actionable reports for leadership.
- Strong troubleshooting and technical communication skills.
- Ability to thrive in a high-growth, fast-changing environment with evolving processes and priorities.
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
- Professional development opportunities
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