Operations Manager, Customer Success Operations - Remote

Overview

SmarterDx is seeking an Operations Manager to help optimize internal processes and partner with Customer Success Managers to better support our clients.

In Short

• Develops an advanced understanding of all SmarterDx applications, serving as a final escalation point of contact for complex Support issues.
• Serves as a thought partner to Account Managers and other teams when addressing nuanced client requests.
• Leads multi-week, cross-functional projects to manage requests from existing customers.
• Proactively documents and trains cross-functional teams on new or updated processes.
• Builds collaborative relationships with cross-functional teams through clear communication.
• Leverages SQL to complete back-end queries to effectively triage complex customer issues.

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 one of the following: Creating process documentation or Standard Operating Procedures, Experience with clinical documentation improvement (CDI) software or related healthcare applications, 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.
• Strong empathy and patience, with a genuine desire to help colleagues and customers succeed.
• Well-versed in Jira or similar ticketing tools for issue tracking.
• 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.

Benefits

• Medical, Dental & Vision – Comprehensive plans covering 90-100% of premiums.
• 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 – Including floating holidays.
• Learning & Development Budget – $500 per year for courses and resources.
• 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings.
• Minimal Bureaucracy – A fast-moving, high-impact environment.
• Incredible Teammates! – Work alongside smart, supportive colleagues.