Customer Operations Manager

About the Opportunity
The Associate Manager, Customer Operations supports the operational foundation of the customer experience across launches and ongoing lifecycle changes. This role takes ownership of defined work across data operations, eligibility, user acceptance testing (UAT), quality assurance (QA), and customer configuration, collaborating with internal cross-functional teams to ensure changes are accurate, timely, and thoroughly documented. Over time, the position develops independence in managing initiatives while identifying risks, troubleshooting operational issues, and refining repeatable processes across customer operations, healthcare data, and technical execution.
Key Responsibilities
• Support customer data operations, including member-level outbound file feeds, SFTP setup, access, and issue resolution, data partner changes, and marketing contact or eligibility file ingestion.
• Execute UAT and QA for customer launches, product expansions, configuration changes, and product updates, documenting results and driving identified issues to resolution or appropriate escalation paths.
• Support eligibility changes and escalations by validating customer and member data, investigating discrepancies, coordinating with internal teams, and surfacing risks or blockers.
• Maintain accurate, audit-ready customer configuration documentation, data and file setup records, testing results, and internal tracking systems.
• Coordinate tactically with cross-functional partners across Implementation, Client Success, Member Administration, Engineering, Data, Analytics, and other teams to provide context, status updates, and consistent follow-through.
• Manage multiple assigned priorities while identifying recurring issues and recommending practical improvements to make operational processes more efficient, consistent, and reliable.
90-Day Objectives
• Develop an understanding of customer lifecycle processes, core operational systems, documentation standards, and quality expectations.
• Learn and begin executing core data operations workflows, including outbound file feeds, SFTP configuration and troubleshooting, claims file setup, data partner changes, and marketing contact or eligibility file ingestion.
• Independently complete assigned UAT, QA, customer configuration, and smaller customer lifecycle changes with accuracy.
• Investigate common eligibility and data issues, validate details, document findings clearly, and demonstrate sound judgment regarding when and how to escalate.
• Manage assigned work across multiple customer accounts and priorities while meeting timelines and proactively communicating status, risks, dependencies, and blockers.
• Establish effective cross-functional partnerships and identify at least one practical opportunity to make recurring customer operations processes more efficient, consistent, or scalable.
Qualifications
• Approximately 2 or more years of professional experience in operations, implementation, project coordination, technical support, or a related field (experience may be substituted by demonstrated independence and impact).
• Strong attention to detail and proficiency working with structured data, spreadsheets, file specifications, and operational systems to produce accurate, high-quality work.
• Strong problem-solving skills, including the ability to investigate discrepancies, document findings, identify operational risk, and escalate effectively when support is needed.
• Demonstrated ability to manage multiple priorities and collaborate across teams while meeting deadlines and communicating progress, dependencies, and blockers clearly.
• Proactive use of AI tools to improve individual output and efficiency, combined with curiosity and learning agility to quickly build proficiency in new systems and processes.
Compensation and Work Location
• Canonical Title: Associate Manager, Customer Operations
• Employment Type: Full time
• Location: Remote (United States)
• Salary Range: $70,000 to $85,000 annually
• Starting pay is determined by a location-based compensation structure and is commensurate with qualifications, experience, and other role-related factors.
• State Hiring Exclusions: The organization does not hire for this corporate role in Alaska, Arkansas, Delaware, Hawaii, Maine, Mississippi, New Mexico, Oklahoma, South Dakota, Vermont, or Wisconsin.
Compliance and Additional Notices
• Data Security and Confidentiality: Duties in this role may involve access to sensitive patient information governed by HIPAA. Adherence to all organizational security and privacy procedures is required to maintain strict confidentiality. Security and privacy training is provided.
• AI-Assisted Recruiting Notice: The organization uses an applicant tracking system incorporating AI-powered tools for certain aspects of the recruitment process, including application review, candidate screening, and interview note taking. Candidate data is not used to train AI models, and all final hiring decisions are made by organizational personnel.

Work arrangement
No