Customer Success Operations Manager

Customer Success Operations Manager

At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

ZOLL Itamar is an innovative medical device technology company that focuses on the development and manufacturing of Home Sleep Apnea Tests to aid in the diagnosis of respiratory sleep disorders. Our core product is the WatchPAT family, a revolutionary FDA-cleared portable home sleep apnea test device, that is based on proprietary signal and analysis. 80% of patients who have sleep apnea are undiagnosed. We are committed to reach those undiagnosed patients and provide testing to promote wellness and enhance overall quality of life. WatchPAT is commercially available within major markets including the U.S., Japan, and Europe, and is the leading home sleep apnea test in the US. ZOLL Itamar's corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA.

Job Type: Remote

Job Summary: The Customer Success Operations Manager is responsible for leading the day-to-day operational execution, people performance, service delivery, and continuous improvement across Customer Success-supported operations, including IDTF, PCP, and Employee Benefits programs. Reporting to the Director, Customer Success & IDTF Operations, this role manages the Customer Success Operations team and ensures consistent, accurate, and timely execution of program workflows. The Operations Manager establishes operating discipline through clear expectations, workload prioritization, performance measurement, issue resolution, and cross-functional coordination. This role partners closely with Customer Success, Sales, Operations, Digital (Development) Team, reimbursement-related stakeholders, and other internal teams to maintain service continuity, identify operational barriers, and support a scalable customer and patient experience. This position has direct reports and is accountable for team performance, development, workload management, and day-to-day operational leadership.

Primary Functions:

• Directly manages Customer Success Operations team members supporting IDTF, PCP, and Employee Benefits programs.
• Owns day-to-day workflow execution across Customer Success-supported operations, including workload prioritization, service continuity, team accountability, and operational issue resolution.
• Establishes and maintains operational performance metrics, reporting, and routine operating reviews.
• Uses workload, productivity, quality, and service data to identify capacity needs and recommend process or staffing improvements.
• Serves as the primary operational escalation point for Customer Success operational workflows and coordinates resolution with appropriate internal stakeholders.

Essential Functions:

• Lead daily operational execution across IDTF, PCP, and Employee Benefits workflows, ensuring work is prioritized appropriately and completed accurately and within established service expectations.
• Manage, coach, and develop direct reports by establishing clear responsibilities, performance expectations, individual goals, routine 1:1s, and accountability for results.
• Monitor workload distribution, staffing coverage, backlog, turnaround time, service levels, productivity, quality, rework, and escalations; take timely action when performance is at risk.
• Develop and maintain standardized operational scorecards and provide concise performance updates that identify trends, risks, root causes, corrective actions, and support or decisions needed.
• Assess operational capacity using program volume, workload, handling time, productivity, and available resources; provide data-supported recommendations regarding staffing and resource needs.
• Oversee consistent execution of account setup, order-management, documentation, communication, and program-specific workflows across the Customer Success Operations function.
• Ensure effective triage and escalation of operational issues, including clear ownership, timely follow-through, appropriate cross-functional engagement, and communication back to stakeholders.
• Identify recurring workflow issues, manual steps, duplicate work, exceptions, and sources of rework; lead or support process improvements that improve efficiency, quality, and service performance.
• Develop, maintain, and reinforce SOPs, job aids, workflow documentation, escalation paths, and backup-coverage plans for critical responsibilities.
• Partner with Customer Success and field teams to ensure operational readiness for new or changing programs and provide timely visibility into issues that may affect onboarding, utilization, or customer experience.
• Collaborate with Digital (Development) teams, Sales, Operations, reimbursement-related stakeholders, external partners, and other internal teams to remove operational barriers and improve end-to-end workflow performance.
• Support onboarding and operational readiness of new accounts and programs as applicable, ensuring required operational information, materials, handoffs, and internal setup activities are completed.
• Capture operational trends and team feedback and translate them into actionable recommendations for the Director, Customer Success & IDTF Operations.
• Lead or support strategic and continuous-improvement initiatives that strengthen scalability, service delivery, productivity, and organizational effectiveness.

Performance & Reporting Expectations:

• Establish and maintain baseline and ongoing reporting for key operational measures, including incoming volume, completed volume, backlog, turnaround time, SLA attainment, productivity/capacity, quality or rework, and escalations where data is available.
• Review performance by program (IDTF, PCP, and Employee Benefits) where appropriate to identify differences in demand, complexity, service performance, and capacity requirements.
• Use data to identify operational improvement opportunities and evaluate the impact of implemented changes.
• Communicate performance concisely using a consistent framework: issue or opportunity, supporting data/root cause, business or customer impact, recommended action, and decision/support needed.

Leadership & People Management:

• Create a high-accountability, service-oriented team culture focused on ownership, responsiveness, accuracy, collaboration, and continuous improvement.
• Delegate work effectively and ensure employees understand priorities, responsibilities, service expectations, and escalation requirements.
• Provide timely coaching and feedback and address performance concerns in accordance with company practices.
• Develop team capability and cross-training to strengthen coverage, reduce single points of failure, and support future growth.
• Independently manage routine team and operational decisions, escalating to the Director when issues involve significant business risk, resource decisions, cross-functional barriers, or leadership intervention.

Required/Preferred Education and Experience:

• Bachelor's degree preferred, or equivalent combination of relevant education and experience.
• Prior experience in operations, customer service, healthcare, medical device, diagnostic services, or a related environment preferred.
• Prior people-management or team-leadership experience strongly preferred.
• Experience working in a dynamic, high-volume environment and using performance data to manage workflows and improve operations preferred.

Knowledge, Skills and Abilities:

• Strong people-leadership, coaching, accountability, and workload-management skills.
• Demonstrated ability to manage operational workflows in a fast-paced, service-oriented environment.
• Strong analytical skills with the ability to interpret operational data, identify trends and root causes, and translate findings into recommendations.
• Excellent written and verbal communication skills with the ability to communicate clearly, professionally, and concisely with internal and external stakeholders.
• Strong organizational and prioritization skills with the ability to manage multiple programs, competing priorities, and escalations.
• Demonstrated customer-service orientation and ability to work effectively in a highly cross-functional environment.
• High attention to detail and commitment to data accuracy, quality, and process consistency.
• Proficiency with Microsoft Word, Excel, Outlook, and Salesforce; ability to learn and effectively use additional operational systems and reporting tools.

Travel Requirements:

• This position does not routinely require travel; occasional travel may be required based on business needs.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Talking - Occasionally
• Hearing - Occasionally
• Repetitive Motions - Frequently

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.