CX Operations Leader

We are partnering with a rapidly growing healthcare technology company, trusted by over 80 top healthcare brands for its cloud-based identity resolution platform. Having doubled its customer base and revenue in the past 15 months with a 99% retention rate, this organization fosters a people-first culture that prioritizes employee well-being and growth.

As they continue to expand, exciting opportunities are available to join their team and help transform healthcare through innovative technology. If you're passionate about making an impact, this is your chance to be part of a dynamic, mission-driven company.

Daily Responsibilities:

• Enhance the customer experience by eliminating friction and ensuring operational efficiency.
• Manage operating dashboards for Customer Experience, standardizing key metrics and KPIs across operations support, professional services, and customer success management.
• Lead and develop the customer-facing teams: Support, Professional Services, and Customer Success.
• Partner with Customer Experience leadership to align team operations with business needs.
• Identify opportunities for process automation and performance improvement, driving cross-functional execution of initiatives.
• Handle routine maintenance requests for business reporting needs.
• Design, implement, and manage accurate operating metrics, systems design, and career development processes.
• Manage bookings, utilization, revenue, margin forecasts, and actuals for the CX segment.
• Provide metrics for CX leadership to support planning and budgeting.
• Remove execution roadblocks to ensure timely deliveries.
• Conduct training sessions on CX functions, reporting, and tools.
• Partner with Finance for consistent business planning and forecasting.
• Collaborate with the team to refine and execute evolving playbooks.

Requirements

• 5+ years in operations roles for Customer Success and Professional Services.
• Expertise in Salesforce, Gainsight, ReferenceEdge, LMS, and professional services automation tools.
• Experience advising Success teams; B2B SaaS experience is a plus.
• Strong operational, project management, consulting, and process improvement skills.
• Excellent communication and presentation skills, able to work with senior leadership.
• Management experience in an enterprise software environment (preferably SaaS).
• Proven ability in customer-facing roles (professional services, consulting, management).
• Skilled at managing ambiguity and solving unique problems.
• Success in fast-paced environments, managing multiple projects simultaneously.
• Proficient in data analysis for decision-making; advanced Excel skills.
• Detail-oriented with a focus on high-level decision-making impact.
• Successful cross-functional coordination, planning, execution tracking, and KPI management.
• Driven to simplify and continuously improve operations.
• Empathetic approach to peers, partners, and customers.
• Innovative mindset, challenging the status quo for process improvements.
• Experience managing diverse and remote teams, including recruiting and training.
• Preferred experience with healthcare software, especially EHR, MDM, or EMPI.
• Expertise in supporting professional services sales, developing statements of work, pricing, and large-scale proposals (RFI, RFQ, RFP).
• Self-starter with strong problem-solving skills and work ethic.

This position is based in Mérida, Yucatán, México. If you do not live in/around Merida, and are still interested in this position, relocation will be required within 60 days of accepting this position. We will provide a relocation bonus of $42,500 MNX pesos to help with your move.