Customer Success Operations Manager (Medical Devices)

Location: Remote; Atlanta, GA, United States

Salary: $100,000–$110,000 annual salary, plus eligibility for an annual bonus.

Company

ZOLL Itamar develops and manufactures home sleep apnea testing technology, including the FDA-cleared WatchPAT family, as part of hirify.global's medical device, software, and services portfolio.

What you will do

• Lead daily operational execution across IDTF, PCP, and Employee Benefits workflows, including prioritization, service continuity, account setup, order management, documentation, communication, and issue resolution.
• Manage, coach, develop, and hold direct reports accountable for performance, workload, service expectations, and results.
• Monitor workload, staffing coverage, backlog, turnaround time, service levels, productivity, quality, rework, and escalations.
• Build operational scorecards and reporting that identify trends, risks, root causes, corrective actions, and required decisions or support.
• Assess capacity and staffing needs using program volume, workload, handling time, productivity, and available resources.
• Improve workflows, SOPs, job aids, escalation paths, backup coverage, onboarding readiness, and cross-functional service delivery in partnership with Customer Success, Sales, Operations, Digital Development, reimbursement stakeholders, external partners, and other internal teams.

Requirements

• Strong people-leadership, coaching, accountability, delegation, workload-management, and prioritization skills.
• Demonstrated ability to manage operational workflows in a fast-paced, service-oriented environment.
• Strong analytical skills to interpret operational data, identify trends and root causes, and translate findings into recommendations.
• Excellent written and verbal communication skills for clear, professional, and concise communication with internal and external stakeholders.
• 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, Salesforce, and the ability to learn additional operational systems and reporting tools.
• Experience in operations, customer service, healthcare, medical devices, diagnostic services, or a related environment is preferred.
• Experience in a dynamic, high-volume environment using performance data to manage workflows and improve operations is preferred.

Nice to have

• Bachelor's degree, or an equivalent combination of relevant education and experience.
• Prior people-management or team-leadership experience.

Culture & Benefits

• Remote position with compensation aligned to applicable federal, state, and local wage laws based on the employee's primary work location.
• Annual bonus eligibility and comprehensive benefits plans.
• Culture focused on innovation, self-motivation, entrepreneurial spirit, accountability, service, collaboration, and continuous improvement.
• Occasional travel may be required based on business needs; routine travel is not required.
• Reasonable accommodations are available in compliance with the Americans with Disabilities Act.