Manager, Customer Experience Business Operations
Nextech Systems · United States
- Hybrid
- Full-time
- $120,000 / year
- United States
Job highlights
- Manage CX operations, systems, processes, and reporting.
- Drive operational initiatives and close performance gaps.
- Lead CX data strategy and Power BI dashboard development.
- Partner with Salesforce for platform and data integrity.
- Lead and develop a team of two analysts.
About the role
Why join Nextech?
Nextech is a leader in specialty healthcare technology solutions. We are committed to hiring and retaining talent, offering competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits. We are an equal opportunity employer with a commitment to diversity. If you are a candidate in need of assistance or an accommodation in the application process, please contact talent@nextech.com.
Job Summary
Nextech is looking for a Manager, Customer Experience Business Operations to serve as the operational backbone of our CX organization. Reporting to the VP of CX Business Operations, this role owns the systems, processes, data, and reporting that enable Client Success, Product Support, Consulting, and Professional Services to deliver a best-in-class client experience. This is a builder’s role for someone energized by ambiguity, comfortable working across functions, and motivated by turning messy operational problems into clean, scalable processes. You will manage two analysts, partner closely with our Salesforce, IT, Marketing, and Product teams, and have direct visibility to the Chief Customer Officer and the broader leadership team.
Essential Functions
Operational Excellence and Process Design
- Own the CX Business Operations roadmap and drive operational initiatives that support Client Success, Product Support, Consulting, and Professional Services.
- Identify operational gaps across the CX organization and design, document, and roll out processes to close them.
- Manage the centralized CX BizOps intake process, triaging requests, assigning ownership, and ensuring transparent prioritization across stakeholders.
- Partner with cross-functional teams to drive change management, process improvements, and operational excellence at scale.
Data, Reporting, and Insights
- Lead the CX team’s data strategy in partnership with your Data Analyst, ensuring stakeholders across CS, PS, Consulting, and Support have the dashboards and reporting they need to manage performance.
- Oversee the development and maintenance of Power BI dashboards across the customer lifecycle, including segment-level views for CSMs, billable utilization for Professional Services, and operational metrics for Support.
- Translate ambiguous leadership questions into concrete data requirements and ensure deliverables land with the right level of polish for executive consumption.
- Maintain data integrity across the CX reporting ecosystem and partner with our Salesforce team on data flow, integrations, and downstream impacts.
Systems, Salesforce, and Platform Operations
- Serve as the CX team’s primary business partner to Salesforce, coordinating sprint releases, requirements, and platform changes that affect CX.
- Manage CX-owned Salesforce configuration needs including dashboards, automations, and downstream reporting impacts.
- Oversee the operational health of CX platforms including Salesforce, CallMiner, Qualtrics, and Power BI.
- Coordinate cross-functional launches such as seasonal releases and Project 360, ensuring CX-impacting changes are identified, communicated, and managed.
Programs and Strategic Initiatives
- Operationalize strategic CX programs including the client testimonials and references program, partnering with Marketing, Product, and the Chief Customer Officer’s office.
- Support workforce management strategy in partnership with the WFM Analyst, including capacity planning, scheduling tools, and operational reporting for Support.
- Contribute to commercialization enablement, client offboarding, and content investment initiatives as they require operational design or data support.
People Leadership
- Directly manage a Data Analyst and a Workforce Management Analyst, providing weekly 1:1 coaching, regular feedback, and intentional development planning.
- Build the careers of your team members through stretch assignments, visibility opportunities with senior leadership, and regular performance conversations.
- Hold the bar on quality, deliverable polish, and stakeholder communication for your team’s output.
- Foster a culture of curiosity, ownership, and pragmatic problem-solving on the team.
Minimum Requirements
- 5+ years of experience in business operations, revenue operations, customer success operations, or a closely related discipline.
- 2+ years of direct people management experience, including responsibility for hiring, coaching, performance management, and career development.
- Demonstrated ability to design and operationalize new processes from scratch in ambiguous environments.
- Hands-on experience with Salesforce (administration, reporting, sprint coordination, or similar).
- Strong working knowledge of Power BI, Excel, and modern data tooling; comfort partnering with analysts to translate business questions into reporting.
- Experience working in B2B SaaS, ideally in healthcare technology or another regulated, specialty-driven industry.
How You Work
- You diagnose before you prescribe. You ask the right questions before jumping to a solution.
- You bring structure to ambiguity. Given a vague problem, you can produce a clear plan, a documented process, and a path to execution.
- You operate with confidence across levels. You can hold your own with executives, partner peer-to-peer with cross-functional leaders, and coach analysts with patience and clarity.
- You are pragmatic. You would rather ship a strong v1 and iterate than chase a perfect v3 that never lands.
- You communicate proactively. You close the loop, document decisions, and make your team’s work visible.
Total Rewards:
- Generous annual bonus opportunity
- 401(k) with Employer Match
- Flexible Time Off: take time off when you need it without worrying about available hours
- 11 paid holidays
- Your Day Your Way - Celebrate a day of cultural or social significance to you
- Insurance: Choice of Medical, Dental, and Vision plans
- Health Savings Account with employer match
- Flexible Spending Account
- 100% Company-Paid Parental leave (After 6 months with the company)
- 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
- Nextech Luminary Peer Recognition Program
- Wellness Program including discounts on medical premiums
- Employee Assistance Program with free counseling sessions available
- Corporate Discounts on Retail, Travel, and Entertainment
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Key skills/competency
- Customer Experience Business Operations
- Process Design and Improvement
- Data Analysis and Reporting
- Salesforce Administration
- Power BI Development
- Team Leadership
- Cross-functional Collaboration
- B2B SaaS Operations
- Healthcare Technology
- Operational Strategy
Skills & topics
- Customer Experience
- Business Operations
- Operations Manager
- Process Improvement
- Salesforce
- Power BI
- Team Leadership
- B2B SaaS
- Healthcare Technology
- Revenue Operations
How to get hired
- Customize your resume: Highlight experience in business operations, Salesforce, Power BI, and people management.
- Showcase problem-solving skills: Emphasize your ability to bring structure to ambiguity and operationalize processes.
- Quantify achievements: Use data and metrics to demonstrate the impact of your process improvements and reporting initiatives.
- Prepare for behavioral questions: Be ready to discuss your leadership style, how you manage teams, and your approach to cross-functional collaboration.
- Research Nextech's culture: Understand their commitment to healthcare technology and employee well-being to align your application.
Technical preparation
Master Salesforce administration and reporting features.,Develop advanced Power BI dashboards and data models.,Practice translating business needs into technical requirements.,Familiarize with CX platforms like CallMiner, Qualtrics.
Behavioral questions
Describe a time you created a process from scratch.,How do you handle ambiguity and drive execution?,Share an example of coaching and developing direct reports.,How do you collaborate with cross-functional teams?
Frequently asked questions
- What is the primary focus of the Manager, Customer Experience Business Operations role at Nextech Systems?
- The primary focus of the Manager, Customer Experience Business Operations role at Nextech Systems is to serve as the operational backbone of the CX organization, owning the systems, processes, data, and reporting that support Client Success, Product Support, Consulting, and Professional Services to deliver a best-in-class client experience.
- What are the key responsibilities for a Manager, Customer Experience Business Operations at Nextech Systems?
- Key responsibilities include owning the CX Business Operations roadmap, identifying and closing operational gaps, managing the CX BizOps intake process, leading the CX team’s data strategy, overseeing Power BI dashboard development, managing Salesforce configurations, and overseeing the operational health of CX platforms like Salesforce, CallMiner, Qualtrics, and Power BI.
- What level of experience is required for the Manager, Customer Experience Business Operations position at Nextech Systems?
- The minimum requirements include 5+ years of experience in business operations, revenue operations, customer success operations, or a closely related discipline, with at least 2+ years of direct people management experience.
- What technical skills are essential for the Manager, Customer Experience Business Operations role at Nextech Systems?
- Essential technical skills include hands-on experience with Salesforce (administration, reporting, sprint coordination), strong working knowledge of Power BI, Excel, and modern data tooling, and the ability to partner with analysts to translate business questions into reporting.
- What kind of industries does Nextech Systems specialize in for its technology solutions?
- Nextech Systems specializes in specialty healthcare technology solutions. Experience in B2B SaaS, ideally in healthcare technology or another regulated, specialty-driven industry, is preferred for this role.
- How does Nextech Systems support the professional development of its employees, particularly in this management role?
- Nextech Systems invests in its employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and by fostering career growth through stretch assignments, visibility opportunities with senior leadership, and regular performance conversations for direct reports.
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