Definitive Healthcare
Senior Customer Experience Operations Manager
Framingham, MA · Senior
Stay score
odds of building a lasting career here
Sponsors, but it's cap-subject — you still face the weighted lottery (~45% per draw at Level III). Good if you win; have a cap-exempt backup on your list.
Lottery odds assume a STEM candidate.
Personalize to your clock →H-1B wage level
the lottery is wage-weighted — each level is one more entry
$20,123 more — $118,123 — moves this role to Level II and 2 lottery entries. That figure is inside the range the employer already advertised.
Based on the DOL prevailing wage for this occupation and worksite, a base salary of $118,123 would place this position at wage Level II. That figure is within the posted range, and I'd like to target it. This role classifies under "General and Operations Managers" for prevailing-wage purposes.
DOL prevailing wage, 2026-27 wage year · General and Operations Managers (11-1021) · Boston-Cambridge-Newton, MA-NH. Wage level is derived by USCIS from the offered wage, occupation and worksite; the occupation shown is inferred from the job title.
Employer immigration record
from this employer's Department of Labor filings
Files H-1B transfers
Sourced from Department of Labor LCA, PERM and prevailing-wage disclosure data. Employer matching is by name, so figures may be split across an employer's legal entities. Absence of a filing means none appears in our copy of the data, not that none exists.
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About the role
- This role blends operations, analytics, and strategic problem-solving and is ideal for someone who is passionate about improving processes, enabling teams, and championing the voice of the customer.
Responsibilities
- Map and maintain the customer journey across all touchpoints to identify friction points and improvement opportunities.
- Design, standardize, and continuously refine processes, SOPs, and playbooks to increase consistency and efficiency.
- Lead initiatives that streamline workflows, eliminate bottlenecks, and reduce customer effort.
- Implement automation, integrations, and self-service solutions that enhance speed and scalability.
- Build a structured system to collect, organize, and analyze customer feedback from surveys, support interactions, product usage, and other channels.
- Partner with Product, Engineering, and cross-functional teams to turn insights into actionable improvements.
- Maintain a closed-loop feedback process-tracking issues, implementing solutions, and measuring impact.
- Build dashboards that provide visibility into performance and support data-driven decision-making.
- Analyze trends and root causes to guide strategic improvements in the customer journey and support model.
- We foster a collaborative, inclusive culture where diverse perspectives drive innovation.
Requirements
- Hands-on experience with CX tools (e.g., Zendesk, SalesForce, ChurnZero, Intercom, Gainsight, or similar).
Compensation
- Compensation and Benefits
Benefits
- Definitive Healthcare:
- DH), we're passionate about turning data, analytics, and expertise into meaningful intelligence that helps our customers achieve success and shape the future of healthcare.
- Through programs like DefinitiveCares and our employee-led affinity groups we strive to promote connection, education, and inclusion.
- Flexible and dynamic culture
- Competitive benefits package including great healthcare benefits and a 401(k) match
Company info
- "Great Work atmosphere, great work life balance, excellent company to work for, amazing top notch product, incredible customer service, lots of tools to help you succeed."
- Business Development Manager
- Employees are treated very well."
- "I have waited 36 years to work at a dream job for a dream company and I am so happy to have finally got there."
- If you don't fit all of these qualifications, but believe you're still a great fit, feel free to apply and tell us why in your cover letter.
- If you are a California, Colorado, New York City or Washington resident and this role is a remote role, you can receive additional information about the compensation and benefits for this role, which we will provide upon request.
- Definitive Hiring Philosophy
- Definitive Healthcare is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates.
- Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, religion, age, gender, gender identity, sexual orientation or any other status.
- If you're interested in working in a fast growing, exciting working environment - we encourage you to apply!
- Your privacy is important to us.
- "Great team.
- Amazing growth.
- Research Analyst
- Profile Analyst
- Please note:
- All communications regarding the hiring process at Definitive Healthcare will come directly from one of our corporate recruiters or coordinators using an @definitivehc.com email address.
- We do not advertise open roles on Facebook and will never request money transfers or ask candidates to purchase equipment with a promise of reimbursement.
- If you receive any suspicious communication, please contact careers@definitivehc.com to verify your status in the application process.
This listing is sourced directly from Definitive Healthcare's careers page and normalized into a canonical job model.