Customer Operations Manager (Healthcare)

Location: Chicago, United States; hybrid work. Travel up to 15% may be required depending on location and regional needs.

Salary: $60,000–$100,000 per year. Actual compensation may vary by location, qualifications, and experience.

Company

hirify.global develops a precision medicine platform that connects real-world evidence with actionable clinical insights to support treatment decisions.

What you will do

• Lead and mentor a team of 7–12 customer success professionals through hiring, training, performance reviews, coaching, and career development.
• Drive initiatives that improve customer experience, operational efficiency, service quality, and turnaround time.
• Implement and continuously improve KPIs and performance metrics related to customer satisfaction and service delivery.
• Act as the primary escalation point for complex and urgent customer issues, coordinating resolution across internal teams.
• Partner with Product, Lab, Marketing, Sales, and Legal to streamline processes, remove roadblocks, and prioritize product enhancements.
• Build relationships with key clients and identify opportunities to strengthen customer loyalty and satisfaction.

Requirements

• Bachelor’s degree.
• 3+ years of experience in customer success, client services, or a similar customer-facing role.
• Experience managing, coaching, and developing customer-facing professionals and emerging leaders.
• Strong analytical, organizational, communication, and relationship-building skills.
• Ability to manage multiple priorities, influence stakeholders, navigate complexity, and deliver results.

Nice to have

• Experience in healthcare, life sciences, or technology.
• Experience with Looker, Salesforce, or other business intelligence platforms.

Culture & Benefits

• Opportunity to contribute to precision medicine and healthcare technology.
• Full-time employment with a range of benefits that may include incentive compensation, restricted stock units, medical coverage, and other benefits depending on the position.
• Hybrid work arrangement with up to 15% travel based on regional needs.