CX Ops Manager

Job description

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 Biograph experience. 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. WHAT YOU WILL DO: - Build and formalize customer success workflows across the full member lifecycle, from onboarding through ongoing engagement and issue resolution. - Translate existing processes into clear SOPs, playbooks, and a centralized knowledge base to ensure consistent, high-quality service delivery as the function scales. - Partner closely with cross-functional teams to ensure a seamless member experience across in-clinic and digital touchpoints. - Provide leadership and mentorship by setting standards for how customer success work is executed, documented, and continuously improved as the function evolves. - Identify friction points in t...