Senior Customer Experience Operations Manager

Job Description

Job Description

About Definitive Healthcare:

At Definitive Healthcare (NASDAQ: 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. We empower them to uncover the right markets, opportunities, and people—paving the way for smarter decisions and greater impact.

Headquartered just outside of Boston, Massachusetts, Definitive Healthcare operates across North America, Europe, and India, supporting a growing global client base of more than 2,400 customers since our founding in 2011.

We're also a great place to work. In 2024 and 2025, we earned multiple workplace honors, including Built In's 100 Best Places to Work in Boston (both years), a Stevie Bronze Award for Great Employers, and recognition as a Great Place to Work in India.

We foster a collaborative, inclusive culture where diverse perspectives drive innovation. Through programs like DefinitiveCares and our employee-led affinity groups we strive to promote connection, education, and inclusion.

About the Role

We are looking for a Senior Customer Experience Operations Manager to build and optimize the systems, processes, and insights that power our customer experience function. You will shape how customers move through the journey, reduce friction, and ensure our teams have the tools, data, and workflows needed to deliver exceptional experiences at scale.

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.

What You'll Do

Customer Journey & Process Optimization

• 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.

Customer Feedback & Continuous Improvement

• 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.
• Promote a culture of continuous improvement and customer centricity across the organization.

Data, Reporting & Performance Insights

• Define, track, and report on key CX metrics (e.g., CSAT, NPS, CES, SLAs, churn/retention, FCR).
• 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.
• Ensure data integrity and record ownership across tools, systems, and channels.

Technology & Tools Management

• Own the CX tech stack and CX needs and processes within the broader GTM tech stack (e.g. Salesforce, SalesLoft, Matik, ChurnZero). Partner with broader Sales Ops and IT to bring needs to life. Coordinate with enablement teams to train users and ensure adoption of new tools and workflows.
• Evaluate, implement, and optimize tools to improve operational efficiency and customer experience.
• Ensure systems are scalable, reliable, and aligned with CX operational needs.

Cross-Functional Collaboration

• Work closely with Product, Engineering, Sales, Marketing, and Operations to ensure CX is integrated into company-wide planning and decision-making.
• Advocate for customer needs and ensure the "voice of the customer" informs product and policy decisions.

Team Enablement & Quality Assurance

• Develop training materials, SOPs, and knowledge resources that empower CX teams.
• Collaborate with Training & Enablement teams to facilitate the onboarding of new team members, ensuring they have the tools and knowledge needed to excel.

What You'll Bring

Required

• Proven experience mapping customer journeys and improving processes.
• Strong analytical skills with experience building dashboards and working with CX data.
• Hands-on experience with CX tools (e.g., Zendesk, SalesForce, ChurnZero, Intercom, Gainsight, or similar).
• Strong cross-functional communication and stakeholder management skills.
• Ability to lead and execute projects from concept through implementation with measurable outcomes.

Preferred

• Experience implementing automation, routing, or workflow optimization.
• Familiarity with customer feedback systems and closed-loop processes.
• Experience with SQL or BI tools (Sigma, Tableau, Power BI).
• Background in a high-growth SaaS, e-commerce, or service-driven environment.

What Success Looks Like

• Streamlined processes and reduced friction across the customer journey.
• Improved CX metrics (CSAT, NPS, CES), increased efficiency, and better SLA performance.
• A reliable feedback system that drives meaningful product and service improvements.
• Increased cross-functional alignment and shared ownership of the customer experience.
• Highly enabled CX teams who has the tools, training, and insights needed to excel.
• Scalable, well-governed CX systems and workflows that support company growth.

Compensation and Benefits

The salary range for this position is $98,000 – $145,000 per year, which represents the base pay the company reasonably and in good faith expects to pay for this role. Actual pay within this range will be determined based on factors such as relevant experience, skills, and qualifications.

Depending on the position, employees may also be eligible to participate in a company bonus or commission plan. All employees are eligible for a comprehensive benefits package, including medical, dental, and vision coverage, unlimited paid time off, and participation in the company's 401(k) plan with employer contribution.

Why we love Definitive, and why you will too!

• Industry leading products
• Work hard, and have fun doing it
• Incredibly fast growth means limitless opportunity
• Flexible and dynamic culture
• 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
• Competitive benefits package including great healthcare benefits and a 401(k) match

What our Employees are saying about us on Glassdoor:

"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

"Great team. Amazing growth. Employees are treated very well."

-Research Analyst

"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."

-Profile Analyst

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!

Privacy
Your privacy is important to us. Please review our Candidate Privacy Notice which tells you how we use and process your personal information.

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 View email address on ziprecruiter.com to verify your status in the application process.