Senior Manager Operations

Job Description

Job Description

About the Role

We are looking for a Senior Manager, Operations to lead the teams responsible for everything that happens after a customer signs. Customer Support, Customer Success, and Infrastructure all report into this role. Delivery, customer experience, platform reliability, and the daily health of the operation are yours to own.

This is a leader-of-leaders position. You will be accountable not only for how each team performs but for how the three work together, because most of what frustrates a customer happens in the space between functions rather than inside one. When a customer has a bad week, you are the person who understands why and fixes the system that allowed it.

The role calls for strong judgment, a bias toward action, and the willingness to go deep on details when the situation warrants. You will operate with significant autonomy and be trusted to carry problems to resolution without close oversight.

What You’ll DoLead the Post-Sale Organization

• Lead, coach, and develop the leaders of Customer Support, Customer Success, and Infrastructure, holding each accountable for clear outcomes.

• Set shared goals across the three functions so handoffs between implementation, support, and engineering are smooth rather than adversarial.

• Own hiring, onboarding, staffing levels, and capacity planning for your organization, working from the company staffing model and adjusting as customer growth changes the picture.

• Build a culture where teams solve problems at the root instead of escalating them upward.

Own Customer Delivery and Experience

• Own the end-to-end customer journey from go-live through renewal, including implementation timelines, adoption, satisfaction, and retention.

• Establish and hold service standards across support response, escalation, and communication.

• Personally engage on major escalations and strategic accounts, including enterprise and manufacturer partner engagements with contractual delivery commitments.

• Ensure the commitments made in contracts and work orders are actually staffed, tracked, and met.

Own Infrastructure and Operational Reliability

• Oversee the infrastructure function, including platform availability, performance, monitoring, capacity, and cost.

• Own the operational side of incident management: on-call structure, response process, customer communication, and postmortems that lead to real change.

• Partner with Engineering on release readiness, environment management, and the operational impact of what ships.

• Maintain operational readiness for security, HIPAA, and customer audit and diligence requests.

Build the Operating System of the Company

• Define the metrics that matter across your organization and build the reporting cadence that keeps everyone honest about them.

• Run the operating rhythm: weekly reviews, quarterly planning, and cross-functional coordination with Product, Engineering, and go to market.

• Identify where manual effort, tooling gaps, or unclear ownership are costing the company time, and fix them.

• Represent Operations in leadership discussions on budget, headcount, pricing impact, and strategic direction.

Other Duties Assigned

• Performs related duties in support of department goals

• Assists with special projects and initiatives as needed

• Supports team members and cross-functional tasks during peak periods

• Other related duties as required to meet operational objectives

What You BringRequired Qualifications

• 7+ years of experience in operations, customer operations, service delivery, or technical account leadership, including 3+ years managing people.

• Experience managing managers or leading multiple functions at once.

• A strong operational instinct: you measure things, you find the bottleneck, and you fix the system rather than the symptom.

• Enough technical depth to hold credible conversations about cloud infrastructure, uptime, integrations, and incident response, and to know when an answer does not add up.

• Experience owning customer-facing service standards and improving them under growth pressure.

• Clear, direct communication with executives, employees, and customers alike.

• Comfort working a hybrid schedule with three days per week in our Schaumburg, IL office.

Preferred Qualifications

• Experience at a B2B SaaS company, ideally in healthcare, pharmacy, or another regulated environment.

• Familiarity with HIPAA, PHI handling, SOC 2, or similar compliance frameworks.

• Experience with AWS or comparable cloud environments and with modern monitoring and ticketing tooling.

• Background scaling an operations organization through rapid customer growth.

What Success Looks Like First 6 to 12 Months

• Support, Success, and Infrastructure operate as one coordinated organization with shared goals and clean handoffs.

• Leadership has a reliable weekly picture of operational health: tickets, escalations, implementations, uptime, and staffing.

• Customer satisfaction and retention are stable or improving even as the customer base grows.