Director Operations, Customer Success

Our company

Moxie enables nurses to become entrepreneurs, and grow successful, independent businesses. MedSpas are booming, regulated practices that provide aesthetics services like botox, fillers, and more. 

Today, 80% of them in the US are individually owned and operated and we want to keep it that way. We provide our entrepreneurs the tools and expertise to operate with the scale of a large chain while remaining independent.

We are a well-funded Series A startup with many happy customers and are growing to help make more entrepreneurs. That’s where you come in.

Director Operations, Customer Success

We’re looking for an Operations Lead for our Customer Success team (which we call Provider Success) to be a close partner to Sarah, our Head of Provider Services. Our client base continues rapidly, and we want to keep our operations scaling smoothly with it - that’s where you come in: this is an opportunity to build a best-in-class operating system for our novel, client-focused Provider Success function. 

Given our great product-market fit, our rapid growth could potentially hinder important enhancements to our operations (i.e., how we do things). To avoid this, we're bringing in this role to spearhead analysis, improvements, and implementation.

Done right, this role either sets you up to become a Customer Success or an Operations leader - or both. We remain on track to build a quality growth story, and we’d love for you to join us.

Our objectives for the role

• Playbooks: Within 6 months, you designed, delivered and implemented our Provider Success playbook for both internal (Provider Success Managers) and external (Provider) use

  • Leveraged and incorporated existing playbooks, processes, and knowledge into a cohesive, easy-to-access whole.

  • SOPs are organized and easily accessible internally and externally (where applicable)

  • Created a way for feedback, support tickets, and changes to flow naturally into our playbook system. 

• Training: You stood up a training program that serves us, as well as our clients. From content, to didactics, to the tool, and program - we train well and effectively. 

  • Training for onboarding PSM team 

  • Training for onboarding Providers into Moxie Suite

  • Incorporate support questions into all future trainings- constantly iterating

• Tooling: You reviewed, updated, and integrated the different tools we’re using to do our work so that they support us instead of getting in the way of growth. 

  • System or tool oversight for internal process/data management

    • Rocketlane: pre-launch templating, updating, and any post-launch work

    • JustCall: Managing new users, updating messaging, working to improve processes if any

• Strategic Projects: whether a planful priority or an ad hoc need, we have a number of interesting and impactful projects to deliver that need your dedicated focus. 

  • Delivering P&L for all providers

    • Tool to capture and deliver

  • PSM Dashboards: Overview of key metrics per PSM

  • Provider Leaderboard + Community Engagement

  • Work and improve communications internally and with providers 

• Build and run an Operations team:

  • Oversight of the offshore Virtual Front Desk Operations Manager and team

  • Oversight of our asynchronous Telehealth Services (remote Nurse Practitioners)

  • Oversight of our Product Operations Associate role sitting between our product and provider success team

We’re looking for:

• Experience Serving Tech Customers at Scale:

  • At least 5 years of experience with customer-facing service functions in a technology context.

  • Familiarity with managing operations in a customer-facing service function.

• SMB Customer Focus:

  • Ideally, you have hands-on experience working with small to medium-sized business (SMB) customers, blending technology and service delivery to meet their needs.

• Strong Problem-Solver:

  • Proficient at tackling complex and nuanced problems.

  • Skilled at breaking down issues and offering data-driven solutions.

  • Capable of problem-solving across various domains, including clients, staff, processes, and technology.

• Strong Operator:

  • Demonstrated ability