Customer Operations Manager

TigerConnect transforms healthcare with the industry's most widely adopted clinical collaboration platform – uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely.

More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor's offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We're a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.

TigerConnect transforms healthcare with the industry's most widely adopted clinical collaboration platform – uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely.

More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor's offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We're a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.

We're seeking a Customer Operations Manager who's eager to play a hands-on role in maintaining and optimizing customer success systems and programs that enable scalable, data-driven customer success. You'll also be a go-to resource for system troubleshooting, process documentation, and enablement—ensuring Customer Success (CS) team members are equipped to work effectively and confidently. This role is based in our Mexico City center of excellence and offers an exciting opportunity for a current Customer Operations professional to grow and develop as we support our customer success teams.

What You'll Be Doing:

Lead the creation, development, and initiation of automation within Gainsight, developing playbooks, programs, and success plans that translate CSM best practices into scalable workflowsDrive the tracking of customer success metrics across the customer lifecycle, developing reporting & dashboards that provide leadership the insights needed to maximize the retention and growth of our customersDesign and implement scalable processes and best practices for maintaining and troubleshooting key CS systems, including Gainsight CS, Community, Staircase, and Kantata, to optimize operational efficiency and resolve complex issues that span multiple interrelated disciplinesServe as the senior escalation point and subject-matter authority for CS systems, guiding root-cause resolution and shaping how issues are triaged going forwardDefine and monitor key performance indicators (KPIs) for customer operations across the end-to-end customer lifecycle, ensuring alignment with overarching company goals and directing improvements that reduce manual effort organization-wideUtilize data analytics techniques, including Voice-of-the-Customer programs such as NPS and CSAT, to uncover insights and opportunities for operational enhancement, driving strategic decision-making from design through executive reporting and action planningDrive the CS knowledge base strategy (SOPs, tutorials, and FAQs) as part of scalable processes and best practices that optimize operational efficiency and documentation quality org-wideLead the design and implementation of scalable one-to-many customer programs via Journey Orchestrator in partnership with Digital Experience, fostering innovation and adaptability across initiativesLead cross-functional collaboration with Revenue Enablement and other teams to shape training strategy for CS systems, processes, and tools, ensuring seamless customer service delivery and attainment of business objectivesWhat You Bring:8+ years of related experience in Customer Success, Customer Support, Professional Services, or Customer Operations (or 6+ years with an advanced degree in a related field)Advanced, in-depth expertise with Gainsight; strong working knowledge of SalesforceAdvanced proficiency in Excel and data analytics techniques to uncover insights and inform strategic decision-makingStrong analytical thinking and problem-solving skills, with in-depth professional knowledge to resolve complex problems and understand the interrelationships acro