Customer Experience Operations Manager - Omnivers : Job Details

Omnivers EHR is a leading provider of SaaS solutions designed specifically for medical teams servicing nursing homes. Omnivers EHR offers a purpose-built and unified EHR solution designed to consolidate and replace multiple EHRs and systems. We are committed to helping our clients take full control of their workflow, spend less time buried in systems, and more time caring for their patients. We are currently seeking a Customer Experience Operations Manager to help us scale our support systems, streamline our workflows, and lead initiatives that empower our team to deliver fast, personal, and effective service at scale.

Job Summary:

As the Customer Experience Operations Manager, you will lead and develop a team of remote technical specialists who interact with our customers by providing technical information, troubleshooting problems, and brainstorming solutions. You'll ensure the delivery of exceptional service experiences by combining deep technical expertise with operational leadership. You will provide expert product guidance, troubleshoot issues, relay user feedback to our team, and ensure a seamless experience for our partners. This role is essential in ensuring that customer feedback is a driving influence throughout the company including groups like Customer Success, Sales, and Development. This individual is also responsible for maintaining and reporting key performance indicators (KPIs) for the Department.

About You:

Strategic, analytical, systems-oriented, proactive, and organized. You are continually learning about AI best practices and AI-based systems and solutions. You enjoy cross-functional collaboration and reflect a player-coach type leadership style for your team. You'll play a critical role in helping scale our support processes while contributing to product improvements.

Lead operational efforts for the Support team, including:

Team Leadership and Client Support:

• Manage our current technical support team (Two remote associates), establish performance metrics, and team growth
• Assistance with technical aspects of client onboarding, L2 troubleshooting for active accounts, and deliver training on new features
• Write clear and engaging documentation, release notes, and training materials to communicate software updates and new features
• Develop and distribute newsletters to keep customers informed about product updates and best practices
• Manage Facility connection requests, hardware support, and third party vendor management for customers

Data and Forecasting

• Ensure that all support workflows and operations produce clean and reliable data for us to use in advanced analyses, customer segmentation and strategic decision making
• Build and maintain dashboards and reports that monitor support performance, customer trends, and contact drivers
• Own and continuously improve support forecasting and capacity planning in partnership with the Director of Customer Success
• Leverage advanced spreadsheet skills (Excel or Google Sheets) to drive analytical projects
• Provide Executive level reporting with feedback, trends, and support management data

Systems, Tools, and AI

• Lead the strategy and operations of support tools, including training, testing, and iteration (Intercom, ClickUp, Whatsapp, Slack, etc) and improve our usage of AI-powered support tools
• Serve as the primary Intercom administrator for a multi-tiered and multi-channel environment: manage workflows, routing, views, triggers, integrations, system maintenance and automations
• Identify and implement scalable automations that reduce manual tasks and improve team efficiency
• Partner with engineering and external vendors to enhance internal tooling

CX Funnel Optimization Support

• Collaborate with Director of Customer Success to identify data-driven opportunities across the entire support funnel, from the knowledge base to agent-assisted channels
• Support tooling and system enhancements that increase funnel efficiency, reduce contact rates, and improve the customer experience
• Help ensure visibility and clarity into our support funnel performance through real-time metrics, tracking, and structured reporting
• Partner on bug triage systems and support channel operations (bot, chat, email, escalation flows), with a focus on continuous improvement

Required Experience:

• 7-10 years of total relevant experience
• Minimum 3 to 5 years in a managerial or lead role, specifically support teams, product escalations, or technical account management
• Experience in support operations at a high-growth SaaS company with the ability to convey technical information to non-technical users
• Deep expertise with support tools (views, triggers, SLAs, analytics)
• Strong in Excel/Google Sheets: advanced formulas, pivot tables, data manipulation
• Proven ability to lead cross-functional initiatives and work with multiple stakeholders
• Demonstrated experience in successful performance management of direct reports

Preferred Experience:

• Startup and Digital Health/Health-Tech experience will be prioritized
• Familiarity with EMR platforms (e.g., Epic, Athenahealth, etc.).
• Familiarity with BI tools such as Looker, Metabase, Tableau, PowerBI etc.
• Hands-on experience with implementing AI chat tools or workflow automation
• Q3 2025: First 90 days will be remote with occasional travel to our main office Headquartered in Montvale, NJ
• Q4 2025: Hybrid in Manhattan, NY
• Frequent travel to client sites may be required for onboarding, training, and support purposes
• Dress Code: Business Casual

Here are some of the benefits and perks of working at Omnivers:

• Unlimited PTOand aflexible work schedule
• Competitive US-based starting salary: $110,000 – $120,000/year
• Great medical coverage: Health, Dental, and Vision (90-day waiting period)
• HSA & Commuter Benefitsthrough Optum Financial
• 20% off KindBody Services: Gynecology, fertility, and family-building care
• Free membershipsto top wellness platforms:
• TalkSpace – online mental health therapy
• OneMedical – on-demand primary care
• TelaDocHealth – virtual urgent care
• 401Kwith automatic enrollment (default 8%, customizable or opt-out)
• Direct access and collaborationwith Executive Leadership
• High autonomy and trust– we are outcome focused
• Significant room for growthwithin the company
• Half Day Fridays
• Jewish Holiday Calendar observed, in addition to all Federal holidays

• Seniority levelNot Applicable

• Employment typeFull-time

• Job functionManagement and Manufacturing
• IndustriesHospitals and Health Care

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