Offer summary

Qualifications:

3-4 years of experience in operations management, particularly in growth-stage companies., Strong working knowledge of CX platforms like Salesforce and Intercom, with the ability to configure and optimize these tools., Proficiency in analyzing operational data and translating findings into actionable plans., Strong project management capabilities with exceptional attention to detail..

Key responsabilities:

Drive RepeatMD's client operations strategy to ensure exceptional service delivery.

Design and implement structured workflows that enhance client experience and can scale efficiently.

Conduct regular analysis of client interaction data to create actionable insights for improving satisfaction and retention rates.

Collaborate with cross-functional teams to align technical capabilities with operational needs.

Job description

Our Story:

Unlocking the Ageless Revolution for Patients and Practices:

With 1.5 million users, over $1 billion in revenue, and ranking among the Top 200 apps globally, RepeatMD is leading the charge.

Fresh off our Series A, we're expanding into new verticals.

Today, as a B2B SaaS company in the Aesthetics and Wellness Industry, we proudly serve 3,000+ clients across all 50 states—and we're just getting started on going global.

We are looking for those who are passionate to join our mission!

About You

You are a strategic operations professional who thrives on creating scalable, efficient processes that deliver exceptional client experiences. You have a proven ability to build and optimize systems that support rapid growth while maintaining high service standards.

You have strong technical skills, analytical thinking, and the operational expertise to configure and leverage platforms like Salesforce and Intercom. Whether you're streamlining workflows, analyzing client data, or implementing new system features, you excel at balancing tactical execution with strategic vision.

Most importantly, you're excited to own and elevate RepeatMD's client experience operations, driving measurable improvements that enhance satisfaction and retention.

About The Role

As an Operations Lead - Client Experience, you'll drive RepeatMD's client operations strategy. You'll ensure exceptional service delivery while building scalable processes including the launch of our digital scaled customer success motion that will support our rapid growth. This role combines strategic thinking with hands-on operational execution to enhance our client experience systems.

This role requires analytical problem-solving, cross-functional collaboration, and experience creating operational systems that scale effectively.

Key Responsibilities

Build & Optimize Operations

Design and implement structured workflows that enhance client experience
Create documented processes that can scale efficiently while driving high quality experiences
Define specific service standards and tracking mechanisms

Master Technical Tools

Take ownership of our core platforms including Salesforce and Intercom for client experience needs
Configure these systems to improve workflow efficiency and provide better client insights
Implement specific improvements to enhance platform functionality

Lead Cross-Team Integration

Work closely with engineering, product, and customer success teams to align technical capabilities with operational needs
Drive initiatives that require coordination across multiple departments

Drive Data-Based Decisions

Conduct regular analysis of client interaction data and operational metrics
Create actionable insights and dashboards that lead to measurable improvements in client satisfaction and retention rates

Streamline Key Workflows

Identify and optimize critical operational processes that impact client success
Implement specific improvements to reduce friction points and enhance service delivery

Implement System Improvements

Lead the deployment of new features within our tech stack
Ensure proper configuration and integration of tools to support operational excellence

Solve Complex Challenges

Address operational obstacles with structured, analytical approaches
Develop specific solutions that can be measured and refined over time

Key Requirements

3-4 years of experience in operations management, particularly in growth-stage companies
1+ years of experience in finance or consulting
Strong working knowledge of CX platforms (e.g., Salesforce, Intercom) with ability to configure and optimize these tools
Demonstrated success in creating scalable operational systems that improve client experience
Proficiency in analyzing operational data and translating findings into concrete action plans
Strong project management capabilities with exceptional attention to detail
Thrives in fast-paced environments with a methodical approach to problem-solving
Ability to build strong cross-functional relationships while driving operational initiatives

RepeatMD is an Equal Opportunity Employer. We highly value diversity of thought and experience at our company and encourage people of all backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

Required profile