Customer Operations Applications Manager

Location: Waltham, MA (hybrid)

 

NEXT’s mission is to help entrepreneurs thrive. We’re doing that by building the only technology-led, full-stack provider of small business insurance in the industry, taking on the entire value chain and transforming the customer experience. 

 

Simply put, wherever you find small businesses, you’ll find NEXT.

 

Since 2016, we’ve helped hundreds of thousands of small business customers across the United States get fast, customized and affordable coverage. We’re backed by industry leaders in insurance and tech, and we still have room to grow — that’s where you come in.

 

We’re looking for an experienced and unstoppable Customer Operations Information System Manager to join the information systems group within our growing company. In this role, you will own the strategy, execution, and management of the applications that power NEXT’s Service and Claims operations, including Zendesk, Talkdesk, Applied Epic, and supporting satellite systems. Your work will directly impact how our teams serve customers, resolve claims, and deliver world-class experiences while shaping the future of service with AI-powered capabilities.

 

What You’ll Do: 

• Lead and manage the Customer Operations Applications team, defining and delivering the vision and roadmap for service and claims technologies.
• Own and optimize core platforms (Zendesk, Talkdesk, Applied Epic, and related tools), ensuring they scale with the business and meet evolving operational needs.
• Partner closely with Service and Claims leadership to gather requirements, translate business needs into technical solutions, and enable efficient workflows.
• Drive the introduction and adoption of AI and automation solutions to enhance customer and agent experiences, reduce manual work, and improve decision-making.
• Oversee system design, configuration, customization, and integrations to deliver reliable, compliant, and high-quality solutions.
• Align service and claims platforms with other enterprise systems, ensuring seamless data flow and visibility across the customer lifecycle.
• Provide mentorship and technical leadership to your team, fostering a culture of accountability, innovation, and continuous improvement.
• Stay on top of service technology trends — especially in AI, automation, and customer engagement — to keep NEXT on the leading edge.

 

What We Need: 

• Bachelor’s degree in Computer Science, Information Systems, Industrial Engineering, or a related field.
• 7+ years of experience managing customer service / claims / insurance agency applications, with at least 2 years in a leadership/team lead capacity.
• Proven expertise with Zendesk, Talkdesk, and Applied Epic, including configuration, customization, and integrations.
• Demonstrated experience implementing AI-driven solutions (e.g., voicebots, chatbots, intelligent routing, AI-based knowledge, ).
• Strong track record of collaborating with Service and Claims organizations to deliver measurable business impact.
  Excellent leadership, project management, and communication skills.
• A proactive problem solver with the ability to thrive in a fast-paced, global startup environment.
• Customer-first mindset with a passion for enabling exceptional service and claims experiences.

 

Unstoppable Qualities: 

• Experience in the insurance industry, particularly with claims and agency management systems.
• Familiarity with customer service and claims technology ecosystems and best practices.
• Hands-on experience with low-code automation, RPA and workflow platforms (e.g., Workato, UiPath).
• API integration experience across customer and operational systems.

The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position in the location(s) listed. Within the range, individual pay is determined by additional factors, including, without limitation, job-related skills, experience, and relevant education or training. NEXT employees are eligible for our benefits package, consisting of our partially subsidized medical plan, fully subsidized vision/dental options, life insurance, disability insurance, 401(k), flexible paid time off, parental leave and more.

US annual base salary range for this full-time position: $131,000—$178,000 USD

 

Don’t meet every single requirement? Studies have shown that some underrepresented people are less likely to apply to jobs unless they meet every single qualification. At NEXT, we are dedicated to building