Director, Customer Operations

TigerConnect transforms healthcare with the industry’s most widely adopted clinical collaboration platform – uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor’s offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We’re a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.

We're hiring for a committed and influential Director, Customer Operations to guide TigerConnect through the next growth phase. Reporting to the Head of Revenue Operations, this role requires a dynamic and collaborative individual who can streamline our customer services operations functions for increased productivity and process scalability. You will be tasked with driving key strategic and operational initiatives to enhance customer success effectiveness and efficiency, as well as providing insightful reports on productivity. 

You'll primarily focus on creating, developing, and initiating programs, processes, and tools to improve operational effectiveness. Furthermore, you'll enable the tracking of customer success throughout their lifecycle. If your passion lies in delivering unparalleled customer experiences and driving high-impact initiatives that result in highly satisfied customers, this role is tailor-made for you! 

What You’ll Be Doing: 

• Lead the Customer Operations function and oversee the effective support for the Customer Success Group  

• Review, design, and implement scalable processes and best practices to improve operational efficiency 

• Establish and track key performance indicators (KPIs) related to Customer Success, ensuring alignment with company objectives 

• Own, in partnership with our Chief Customer Officer, Customer Tiering & Segmentation, Customer Health Management, and the Customer engagement model & playbooks 

• Support the development and operationalization of the broader GTM strategy and plan  

• Leverage data analytics to identify opportunities for improvement and drive business decisions 

• Partner with other RevOps team and business leaders to deliver seamless customer service and meet business goals 

• Partner with the Sales and Customer Success teams to ensure smooth customer transitions and high customer satisfaction 

• Utilize expertise in SaaS industry tools such as CRM systems, customer success platforms, and analytics software to enhance operations (we use SFDC, Gainsight, and Kantata) 

• Foster a culture of continuous improvement, encouraging innovation and efficiency within the team 

What You Bring: 

• A minimum of 10 years' experience in a<