Senior Manager – Customer Operations & Enablement
| Company | ParetoHealth |
|---|---|
| Location | Philadelphia, PA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- 7-10+ years of experience in Revenue Operations, Business Operations, or Program Management.
- Bachelor’s degree required; advanced degree or certifications in project management or customer experience is a plus.
- Proven track record of identifying bottlenecks and leading end-to-end process improvement initiatives that drive measurable outcomes aligned with long-term strategic goals for scalability.
- Strong business acumen and operational rigor with proficiency in Salesforce (SFDC), customer analytics, workflow automation tools, and project management platforms.
- Experience building scalable playbooks, documentation, and enablement content that improves team effectiveness and customer satisfaction.
- Exceptional collaboration and communication skills-you know how to build consensus, rally stakeholders, and manage multiple projects simultaneously.
- Self-starter with bias toward action that thrives in a dynamic, fast-paced environment, adapting to evolving business needs and priorities.
- Excellent communication skills, including written, verbal, and presentation capabilities.
Responsibilities
- Design and lead strategic process improvements that enhance post-sale operations, eliminate inefficiencies, and support scalable growth from problem identification through implementation and iteration.
- Develop and operationalize customer enablement programs and internal training efforts in close partnership with Account Management leadership, Product, and Learning & Development.
- Build and maintain high-quality documentation, including Account Management playbooks, SOPs, and workflow guides to drive clarity, consistency, and accountability.
- Analyze operational data and customer insights to surface trends, identify opportunities, and make informed recommendations to improve tools, systems, and customer support and engagement strategies.
- Oversee the health and optimization of workflow tools and CRM platforms (e.g., Salesforce), partnering with Product, Tech, and Finance to ensure data integrity and automation readiness.
- Establish and run operating mechanisms (e.g., dashboards, performance metrics, cadences) that give visibility into team execution, drive accountability, and promote data-driven decision-making.
- Be a champion of change management, bringing structure and communication to cross-functional initiatives that improve customer outcomes and internal efficiencies.
Preferred Qualifications
- Advanced degree or certifications in project management or customer experience is a plus.