Customer Success Operations Manager (Medical Devices)

Location: Remote, based in the United States; listed location: Atlanta, GA. Occasional travel may be required based on business needs.

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

Company

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

What you will do

• Lead daily operational execution across IDTF, PCP, and Employee Benefits workflows, including prioritization, service continuity, accountability, and issue resolution.
• Manage, coach, and develop Customer Success Operations direct reports through clear responsibilities, goals, one-to-ones, feedback, and accountability.
• Monitor workload, staffing coverage, backlog, turnaround time, service levels, productivity, quality, rework, and escalations.
• Build operational scorecards and reporting that identify trends, root causes, risks, corrective actions, and support or decisions needed.
• Oversee account setup, order management, documentation, communications, onboarding, handoffs, and program-specific workflows.
• Partner with Customer Success, Sales, Operations, Digital Development, reimbursement stakeholders, external partners, and other teams to remove operational barriers and improve scalability.

Requirements

• Bachelor’s degree preferred, or an equivalent combination of relevant education and experience.
• Prior experience in operations, customer service, healthcare, medical devices, diagnostic services, or a related environment preferred.
• Prior people-management or team-leadership experience strongly preferred.
• Experience in a dynamic, high-volume environment and using performance data to manage workflows and improve operations preferred.
• Strong people-leadership, coaching, accountability, workload-management, organizational, and prioritization skills.
• Ability to manage operational workflows, multiple programs, competing priorities, escalations, and cross-functional collaboration in a fast-paced, service-oriented environment.
• Strong analytical skills, including interpreting operational data, identifying trends and root causes, and translating findings into recommendations.
• Excellent written and verbal communication skills, customer-service orientation, attention to detail, and commitment to data accuracy, quality, and process consistency.
• Proficiency with Microsoft Word, Excel, Outlook, and Salesforce, with the ability to learn additional operational systems and reporting tools.

Culture & Benefits

• Remote position with occasional travel based on business needs.
• Annual bonus eligibility and comprehensive benefits plans.
• Culture focused on innovation, self-motivation, entrepreneurial spirit, accountability, responsiveness, collaboration, and continuous improvement.
• Work supporting medical technologies intended to improve outcomes for patients with cardiopulmonary and respiratory conditions.