Key skills
SQLProcess documentationHealthcare technology experienceJiraticketing toolsProject managementFlexible team playerempathyProactive issue resolutioncommunicationTime managementAIServiceNowSaaSProject ManagementCommunicationTime ManagementCustomer Success
About this role
SmarterDx is a clinical AI company transforming how hospitals translate care into payment. They are seeking an Operations Manager to optimize internal processes and partner with Customer Success Managers to enhance client support, focusing on developing and implementing effective processes that improve customer experience.
Responsibilities:
- Develops an advanced understanding of all SmarterDx applications, serving as a final escalation point of contact for complex Support issues that span multiple teams and may require extended triaging
- 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, professional communication that is reflective of company values
- 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 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
- Technical troubleshooting and problem-solving using SQL