Biograph
CX Ops Manager
$110K–$150K
New York, NY · Manager · Full-time · Posted Mar 3, 2026
- Experience
- 4–6 years of experience in Customer Success, CX, or Service Operations.
- Education
- Bachelor’s degree or equivalent practical experience.
About the job
Build and scale Biograph’s customer experience operations across in-clinic and mobile services, establishing workflows and service standards while supporting members and improving their experience.
What you'll do
- Build member lifecycle workflows, SOPs, playbooks, and a centralized knowledge base.
- Partner across teams to improve member experiences, address journey friction, and translate feedback into actionable improvements.
- Manage CX performance metrics and support member inquiries, including ticket handling and potential escalation ownership.
What they ask for
- 4–6 years of experience in Customer Success, CX, or Service Operations.
- Bachelor’s degree or equivalent practical experience.
- Experience in a high-touch service environment and in guiding initiatives, mentoring, or supporting junior teammates.
- Ability to turn member feedback into actionable insights for Product, Engineering, and Clinical roadmaps.
Nice to have
- Experience documenting workflows, SOPs, or training materials.
- Familiarity with CRM, ticketing, or customer success tools.
Pay
$110,000 - $150,000 per year (base salary); $110K – $150K (compensation type not specified)
Tools
CRM, ticketing
Model-written summary · the original posting is authoritative