Operations Manager

Job Description

JOB DESCRIPTION

We are seeking an experienced Operations Manager to drive operational excellence for our client in the wound care management software space. This role will focus on building and optimizing processes, managing SaaS tools, and ensuring smooth cross-functional collaboration. The ideal candidate thrives in fast-paced SaaS environments and has a strong background in process improvement, data analysis, and technical tooling. We are looking for a highly analytical and process driven individual to establish SLAs, optimize existing processes, and create new process flows where gaps are identified. This person will have the opportunity to help scale a growing organization during a time of unprecedented growth.

Responsibilities

1. Process optimization and efficiencies:

• Map and streamline internal processes across departments (sales → onboarding → billing → support).

• Identify bottlenecks in customer lifecycle and implement automation or tools to reduce manual work.

• Develop SOPs (standard operating procedures) for repeatable business functions.

1. Data, Reporting & Analytics

• Create dashboards for KPIs: MRR, churn, LTV/CAC, ARR, and operational performance.

• Manage business intelligence tools (HubSpot, Salesforce, Asana, Notion, etc.).

• Provide actionable insights to leadership based on customer and revenue data.

1. Tooling & Systems Management

• Own SaaS stack management (CRM, billing, analytics, project management, helpdesk).

• Evaluate new tools for scalability and cost efficiency.

• Ensure data integrity and integration between systems (e.g., HubSpot ↔ Quickbooks ↔ Product usage DB).

1. Finance & Compliance Support

• Participate in benefit management and annual renewal/deployment process

• Support invoicing, revenue recognition, and spend tracking with finance.

• Help prepare operational inputs for board decks or investor updates.

• Ensure compliance processes are followed (especially for regulated industries like healthcare).

1. Customer Lifecycle Optimization

• Manage and work with customer success to monitor onboarding times, renewal rates, and NPS.

• Build operational workflows for renewals, upsells, and billing adjustments.

• Implement automation for repetitive support or onboarding tasks.

Key KPI's Examples

• Operational Efficiency: Time-to-close, onboarding time, SLA adherence.

• Financial: Revenue leakage prevention, billing accuracy, cost per acquisition.

• Customer Health: Retention rate, churn %, NPS.

• Internal Health: Tool adoption, cross-department handoff times, process automation coverage.

This role pays between $90-110K with potential for annual bonuses based on business performance

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

REQUIRED SKILLS AND EXPERIENCE

Core Skills

• Process & Project management

• Analytics and reporting – Excel, SQL basics, BI Tools

• Systems and automation – SalesLoft, Salesforce and Hubspot, JIRA

• Financial and Metrics - Understanding of SaaS KPIs, unit economics

• Data analysis, Process design, Cross-functional communication

• Communication – Stakeholder alignment, meeting facilitation, documentation

•  Problem Solving – System thinking, root-cause, prioritization

Experience:

• 5+ years in Operations, BizOps, RevOps, or similar roles.

• Experience working in a SaaS or tech company, ideally during growth or scaling.

• Strong background in process improvement and cross-functional project management.

• Hands-on experience with key SaaS tools: CRM (HubSpot/Salesforce), billing (Stripe/Chargebee), support tools (Zendesk/Intercom), and project tools (Asana/Jira/Notion).

• Ability to build and manage KPI dashboards (MRR, churn, onboarding, usage).

• Strong analytical skills; Excel/Sheets required (SQL a plus).

• Experience with workflow automation (Zapier, HubSpot workflows).

• Comfortable collaborating with Sales, CS, Product, Engineering, and Finance.

• Strong documentation and SOP creation experience.

• (Optional for healthcare SaaS) Familiarity with HIPAA/SOC 2 or regulated environments.