Business Operations Manager - US Remote

The Business Operations Manager is a strategic, execution-focused leader responsible for driving operational excellence across the Customer Experience (CX) organization. This role is critical in shaping the rhythm of the business, aligning cross-functional teams, improving processes, and translating data into insight-driven decision-making. The ideal candidate brings healthcare SaaS experience, strong project leadership, exceptional communication skills, and advanced Salesforce expertise.

This role requires a high degree of judgment, influence, relationship-building, and organizational awareness—capabilities essential for aligning people, priorities, and performance in a fast-paced, customer-centric environment.

Key Strategic Responsibilities

Operational Cadence & Rhythm of Business

• Establish and continuously refine the operating cadence for the CX organization.

• Ensure KPIs, workflows, and review cycles align with strategic goals.

• Facilitate and lead sales-focused discussions with Account Executives and key internal stakeholders.

• Drive organizational alignment across units through planning cycles, performance checkpoints, and structured communication.

Business Process Improvement

• Maintain a centralized repository of business processes.

• Analyze workflows to identify opportunities for improvement, simplification, and scalability.

• Lead enhancements across Salesforce, SharePoint, Slack, and project management systems.

• Partner with cross-functional teams to ensure process changes support both operational efficiency and customer outcomes.

Reporting & Executive Insights

• Produce clear, concise weekly, monthly, and quarterly business reporting.

• Deliver executive-level insights on risks, dependencies, performance, and initiative progress.

• Provide context, recommendations, and interpretation behind trends and data signals.

Metrics & Performance Analytics

• Develop frameworks for current and emerging metrics aligned to business goals.

• Transform quantitative data into actionable insights that enable leadership decision-making.

• Identify and communicate patterns that highlight opportunities or risks.

KPI Development & Tracking

• Define, implement, and maintain KPIs in partnership with functional leaders.

• Ensure performance measurements reinforce desired behaviors and business outcomes.

• Support teams with tools, dashboards, and alignment guidance.

Internal Consulting

• Serve as a trusted internal advisor, providing strategic guidance and operational clarity.

• Identify opportunities to enhance effectiveness across teams and streamline cross-functional initiatives.

• Use influence and relationship-building to drive alignment and adoption of process change

Project Management

• Lead planning, execution, and delivery of complex projects across multiple teams.

• Manage scope, timelines, communication, and risk mitigation for strategic initiatives.

• Ensure collaboration, clarity, and accountability throughout project lifecycles.

Communication & Cadence Management

• Own the communication calendar for key organizational rhythms including All Hands, QBRs, and operational newsletters.

• Develop messaging that drives clarity, alignment, and action across CX and cross-functional partners.

Customer Experience Quality

• Lead operational initiatives aimed at improving customer satisfaction and engagement.

• Provide insights, analytics, and follow-up frameworks that reinforce customer success and compliance standards.

• Help translate customer feedback into operational improvements.

Essential Qualifications

• 3+ years of experience in business operations, project management, or a similar role within a healthcare SaaS company.

• Strong project management background with proven success in delivering cross-functional initiatives.

• Advanced proficiency in Salesforce (administration or operations experience strongly preferred).

• Experience with process improvement methodologies (LEAN preferred).

• Strong analytical skills with the ability to synthesize data into actionable insights.

• High proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).

• Experience with BI/analytics tools such as PowerBI, Tableau, DOMO, Sisense, 6Sense, or Google Analytics.

• Excellent communication, facilitation, and collaboration skills.

• Ability to operate with agility and adapt to shifting priorities in a fast-paced environment.

Beneficial Qualifications

• Experience leading large-scale process changes or transformation initiatives.

• Knowledge of the PerfectServe Platform.

• Experience working with physician groups, medical practices, or hospital systems.

• Six Sigma certification (White/Yellow/Green Belt or higher).

• Strong attention to detail, proactive problem-solving, and a self-driven mindset.

Why Join PerfectServe?
At PerfectServe, we are transforming healthcare communication and collaboration to help clinicians deliver better care. You’ll work with a dedicated and mission-driven team in an environment that values growth, transparency, and innovation.

**Please do not use AI tools to generate your application materials. We value authentic, personal communication and want to understand your unique voice and perspective.**
We offer a salary range of $110,000-140,000 per year, with compensation tailored to your background, strengths, and potential to grow within the team.
The salary range listed for this role reflects our commitment to pay transparency and is based on market data, internal equity, and the scope of responsibilities. compensation will be determined by a combination of factors, including the candidate’s experience, skills, and the specific team or product area they support.
We regularly review compensation across the company to ensure fairness and consistency. If you are a current employee and have questions about how your compensation aligns with our ranges, we encourage you to speak with your manager or People Operations.