Biograph

CX Ops Manager

New York, NY

Sponsorship not specified$110k-$150kDetected 141 days ago

Data ScienceCRMCustomer SuccessLeadershipMentoringOrganizational Skills

About the role

As a CX Ops Manager, you will play a key role in building and formalizing Biograph's customer success function across both our in-clinic and mobile experiences. You will help translate our high-touch, white-glove service ethos into scalable workflows, systems, and operating standards - without losing the quality, warmth, or precision that define the
This is a hands-on, builder role for someone excited to take ownership, bring structure to foundations, and help shape how Customer Experience operates as Biograph scales.

Build and formalize customer success workflows across the full member lifecycle, from onboarding through ongoing engagement and issue resolution.
Partner closely with cross-functional teams to ensure a seamless member experience across in-clinic and digital touchpoints.
Identify friction points in the member journey and proactively design solutions.
Own customer success performance metrics, including response times, resolution quality, and member satisfaction.
Support member inquiries directly, including ticket management in the early stages, with the opportunity to evolve into the primary escalation point for complex or high-touch member issues.
Balance hands-on execution with strategic planning to design the future-state customer success model.
Biograph is on a mission to drive meaningful advances in human healthspan and lifespan.

Experience documenting workflows, SOPs, or training materials.
Experience consolidating or centralizing disparate CX tools and systems.
Familiarity with CRM, ticketing, or customer success tools.
Comfort tracking and reporting on basic CX metrics (CSAT, response times, retention).
4-6 years of experience in Customer Success, CX, or Service Operations.
Bachelor's degree or equivalent practical experience.
Proven ability to synthesize member feedback into actionable insights that inform Product, Engineering, and Clinical roadmaps.
You enjoy rolling up your sleeves and doing the work while designing better systems.
You can spot patterns in member feedback and turn them into practical improvements.
Experience in a high-touch, service-driven environment (healthcare, wellness, hospitality, or tech-enabled services).
Prior experience guiding initiatives, mentoring teammates, or supporting junior team members, even without formal people management responsibility.
Demonstrated ability to operate in ambiguity and build structure from imperfect or evolving systems.
Strong ownership mindset with a bias toward action and execution.
Clear, thoughtful communicator comfortable working cross-functionally.
Comfortable in the dynamic, fast-paced environment of a healthcare technology startup.
You balance empathy and service orientation with operational rigor.

Medical, dental, and vision insurance
Paid maternity / paternity leave
Innovation at the Core: Work with a forward-thinking team that merges the latest in health technology, data science, and personalized care.
Collaborative Ecosystem: Work alongside engineers, designers, and clinicians to create groundbreaking solutions that redefine what's possible in healthcare.
Be a key contributor to the culture of innovation, constantly exploring ways to push the boundaries of healthcare.

With Biograph, you're not just stepping into a role-you're joining a company where growth and development are prioritized.
As we continue to scale and innovate, you will have opportunities to expand your expertise, take on new challenges, and make meaningful contributions to the broader healthcare landscape.
You will be part of a multidisciplinary team where innovation thrives, and every voice matters, contributing to a culture that values diverse perspectives and bold thinking.

equal opportunity employer offering competitive salaries, comprehensive health benefits, and a people focused culture.

This listing is sourced directly from Biograph's careers page and normalized into a canonical job model.