Definitive Healthcare
Senior Customer Experience Operations Manager
Framingham, MA · Senior
Sponsorship not specified$98k-$182kDetected 44 days ago
SQLData VisualizationStakeholder ManagementSalesforceBusiness DevelopmentProcess ImprovementCustomer SupportZendeskIntercomResearchCommunicationCollaborationProblem Solving
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.
Requirements
- Hands-on experience with CX tools (e.g., Zendesk, SalesForce, ChurnZero, Intercom, Gainsight, or similar).
Compensation
- Industry leading products
- Work hard, and have fun doing it
- Incredibly fast growth means limitless opportunity
- Work alongside some of the most talented and dedicated teammates
- Definitive Cares, our community service group, gives all of us a chance to give back
Benefits
- Flexible and dynamic culture
- Competitive benefits package including great healthcare benefits and a 401(k) match
- 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.
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
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