Customer Operations Manager

About Sequel

Sequel Med Tech is an early-stage company developing the next generation of precision drug delivery devices.

Job Overview

Sequel is looking for an experienced Customer Operations Manager to join our Customer Care team. Sequel’s Customer Contact Center operates 24/7 and is crucial to our organization. The Customer Operations Manager will be the operations lead optimizing processes to support continuous improvement and design implementation plans that enable strategic and innovative capabilities within Customer Care.

You will leverage a combination of strong organizational, prioritization, relationship, and communication skills, and the ability to design and execute processes. As the project manager for customer care projects, you will partner with stakeholders to plan requirements, identify risks, and communicate clearly with cross-functional partners across the company. This role will collaborate closely with cross-functional teams to ensure that our systems and platform meets the evolving needs of our organization and drives business growth.

Job Responsibilities and Essential Duties

Operational Leadership & Strategy:

• Develop and execute operational strategies to ensure efficient and high-quality customer care as Sequel Med Tech launches its first product.
• Collaborate closely with cross-functional teams to ensure operational alignment with overall business objectives and regulatory requirements.

Process Development & Optimization:

• Design and implement the Customer Care team's operational framework, including workflows for customer onboarding, issue resolution, escalations, and feedback loops.
• Identify and analyze gaps in current processes; propose solutions to enhance efficiency and streamline operations in a startup environment.
• Establish documentation protocols, creating SOPs (Standard Operating Procedures) for key customer care processes.
• Plan and deliver solutions that are clearly documented, have traceability to business objectives, and are in line with business priorities while aligning these solutions with long-term technology capabilities.
• Partner with business leaders in a variety of problem-solving activities and evaluations of short and long-term business challenges for process optimization and to drive continuous improvement.

Departmental Project Management:

• Foster a collaborative and customer-centric team culture, encouraging continuous learning and development.
• Works closely with users, stakeholders, and IT personnel to elicit requirements, streamline processes, improve access to information, and define business and technical needs effectively and efficiently.
• Provide regular communication of objectives, progress, feedback, and roadblocks to team members; escalate to senior management as appropriate.
• Build and grow trusting and credible relationships with key internal and external stakeholders to facilitate effective communication.

Metrics & Performance Management:

• Define, track, and analyze key performance indicators (KPIs) and metrics related to customer satisfaction, response times, case resolution, and overall operational efficiency.
• Implement performance management tools and reporting dashboards to monitor team productivity and service levels.

Technology & Systems Management: 

• Optimize Customer Relationship Management (CRM) and other customer support tools and technologies to support the team’s goals.
• Ensure integration between customer care systems and other business platforms (CRM, Telephony platform etc.) for seamless customer interactions.
• Drive automation initiatives where possible to enhance team efficiency and improve the customer experience.

Continuous Improvement: 

• Act as the voice of the customer, ensuring that the needs and concerns of customers are reflected in product development and process improvements.
• Gather, refine and drive employee effectiveness and efficiencies.

Minimum Requirements

• Bachelor’s degree in Business Administration, Operations, or a related field or equivalent experience
• 3+ years of experience in operations management in medical device, healthcare, or regulated environment.

Required Knowledge, Skills and Abilities

• Proven experience creating and implementing operational processes and workflows from scratch in a startup or fast-growing company.
• Strong leadership and team management skills, with experience mentoring and coaching teams. · Excellent problem-solving, analytical, and decision-making abilities.
• Familiarity with CRM and customer service software; experience selecting and implementing systems is a plus.
• Experience working in a fast-paced startup environment preferred.
• Ability to work collaboratively with cross-functional teams in a dynamic and fast-paced environment.
• Strong communication skills, with the ability to present operational strategies and data-driven insights to leadership.
• Ability to work Monday – Friday, 9 AM – 5 PM EST or CST. Can live anywhere in the United States but must work East or Central time schedule.

Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Environmental/Safety/Physical Work Conditions 

• Ensures environmental consciousness and safe practices are exhibited in decisions
• Use of computer and telephone equipment and other related office accessories/devices to complete assignments
• May work extended hours during peak business cycles
• Physical requirements such as lifting specific weights
• Some travelling is expected