CX Operations Leader

Verato, experts in healthcare identity, is a rapidly growing technology company that provides a single source of truth for identity to healthcare organizations. Trusted by over 80 top healthcare brands, Verato's cloud identity resolution platform offers a comprehensive 360-degree view of patients, provider networks, and customers.

Experiencing significant growth, Verato has doubled its customer and revenue base in the last 15 months and maintained a 99% customer retention rate. Central to Verato's strategy is fostering a people-first culture that attracts, develops, and retains top talent.

Verato prioritizes employee well-being, empowering teams with the best tools and opportunities for growth in technology, healthcare, and organizational development. As Verato continues its high-growth trajectory, each team member plays a crucial role in transforming healthcare.

Daily Responsibilities:

• Enhance the customer experience by eliminating friction and ensuring operational efficiency.
• Manage operating dashboards for Customer Experience, standardizing key metrics and KPIs across operations support, professional services, and customer success management.
• Lead and develop the customer-facing teams: Support, Professional Services, and Customer Success.
• Partner with Customer Experience leadership to align team operations with business needs.
• Identify opportunities for process automation and performance improvement, driving cross-functional execution of initiatives.
• Handle routine maintenance requests for business reporting needs.
• Design, implement, and manage accurate operating metrics, systems design, and career development processes.
• Manage bookings, utilization, revenue, margin forecasts, and actuals for the CX segment.
• Provide metrics for CX leadership to support planning and budgeting.
• Remove execution roadblocks to ensure timely deliveries.
• Conduct training sessions on CX functions, reporting, and tools.
• Partner with Finance for consistent business planning and forecasting.
• Collaborate with the Verato team to refine and execute evolving playbooks.

Requirements

• 5+ years in operations roles for Customer Success and Professional Services.
• Expertise in Salesforce, Gainsight, ReferenceEdge, LMS, and professional services automation tools.
• Experience advising Success teams; B2B SaaS experience is a plus.
• Strong operational, project management, consulting, and process improvement skills.
• Excellent communication and presentation skills, able to work with senior leadership.
• Management experience in an enterprise software environment (preferably SaaS).
• Proven ability in customer-facing roles (professional services, consulting, management).
• Skilled at managing ambiguity and solving unique problems.
• Success in fast-paced environments, managing multiple projects simultaneously.
• Proficient in data analysis for decision-making; advanced Excel skills.
• Detail-oriented with a focus on high-level decision-making impact.
• Successful cross-functional coordination, planning, execution tracking, and KPI management.
• Driven to simplify and continuously improve operations.
• Empathetic approach to peers, partners, and customers.
• Innovative mindset, challenging the status quo for process improvements.
• Experience managing diverse and remote teams, including recruiting and training.
• Preferred experience with healthcare software, especially EHR, MDM, or EMPI.
• Expertise in supporting professional services sales, developing statements of work, pricing, and large-scale proposals (RFI, RFQ, RFP).
• Self-starter with strong problem-solving skills and work ethic.

This position is based in Mérida, Yucatán, México. If you do not live in/around Merida, and are still interested in this position, relocation will be required within 60 days of accepting this position. Verato will provide a relocation bonus of $42,500 MNXpesos to help with your move.