{"id":1981877,"url":"https://alion.io/job/zoll-customer-success-operations-manager","title":"Customer Success Operations Manager","company":{"id":13967,"name":"Zoll","domain":"zoll.com","url":"https://alion.io/company/zoll","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":38,"ghost_share":0.026,"stale_share":0.526,"repost_share":0.079,"time_to_fill_p50_days":42,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Atlanta, United States"],"countries":["US"],"hiring_countries":["US","IL"],"hiring_countries_total":2,"salary":{"min":100000,"max":110000,"currency":"USD","period":"year","gross":null,"usd_annual":110000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-06T00:00:00Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-28T14:13:31Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"ItamarAt ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.\nZOLL Itamar is an innovative medical device technology company that focuses on the development and manufacturing of Home Sleep Apnea Tests to aid in the diagnosis of respiratory sleep disorders. Our core product is the WatchPAT® family, a revolutionary FDA-cleared portable home sleep apnea test device, that is based on proprietary signal and analysis. 80% of patients who have sleep apnea are undiagnosed. We are committed to reach those undiagnosed patients and provide testing to promote wellness and enhance overall quality of life. WatchPAT® is commercially available within major markets including the U.S., Japan, and Europe, and is the leading home sleep apnea test in the US. ZOLL Itamar's corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA.\nJob Type\nRemote\nJob Summary\nThe Customer Success Operations Manager is responsible for leading the day-to-day operational execution, people performance, service delivery, and continuous improvement across Customer Success-supported operations, including IDTF, PCP, and Employee Benefits programs. Reporting to the Director, Customer Success & IDTF Operations, this role manages the Customer Success Operations team and ensures consistent, accurate, and timely execution of program workflows. The Operations Manager establishes operating discipline through clear expectations, workload prioritization, performance measurement, issue resolution, and cross-functional coordination. This role partners closely with Customer Success, Sales, Operations, Digital (Development) Team, reimbursement-related stakeholders, and other internal teams to maintain service continuity, identify operational barriers, and support a scalable customer and patient experience. This position has direct reports and is accountable for team performance, development, workload management, and day-to-day operational leadership.\nPrimary Functions\nDirectly manages Customer Success Operations team members supporting IDTF, PCP, and Employee Benefits programs.\nOwns day-to-day workflow execution across Customer Success-supported operations, including workload prioritization, service continuity, team accountability, and operational issue resolution.\nEstablishes and maintains operational performance metrics, reporting, and routine operating reviews.\nUses workload, productivity, quality, and service data to identify capacity needs and recommend process or staffing improvements.\nServes as the primary operational escalation point for Customer Success operational workflows and coordinates resolution with appropriate internal stakeholders.\nEssential Functions:\nLead daily operational execution across IDTF, PCP, and Employee Benefits workflows, ensuring work is prioritized appropriately and completed accurately and within established service expectations.\nManage, coach, and develop direct reports by establishing clear responsibilities, performance expectations, individual goals, routine 1:1s, and accountability for results.\nMonitor workload distribution, staffing coverage, backlog, turnaround time, service levels, productivity, quality, rework, and escalations; take timely action when performance is at risk.\nDevelop and maintain standardized operational scorecards and provide concise performance updates that identify trends, risks, root causes, corrective actions, and support or decisions needed.\nAssess operational capacity using program volume, workload, handling time, productivity, and available resources; provide data-supported recommendations regarding staffing and resource needs.\nOversee consistent execution of account setup, order-management, documentation, communication, and program-specific workflows across the Customer Success Operations function.\nEnsure effective triage and escalation of operational issues, including clear ownership, timely follow-through, appropriate cross-functional engagement, and communication back to stakeholders.\nIdentify recurring workflow issues, manual steps, duplicate work, exceptions, and sources of rework; lead or support process improvements that improve efficiency, quality, and service performance.\nDevelop, maintain, and reinforce SOPs, job aids, workflow documentation, escalation paths, and backup-coverage plans for critical responsibilities.\nPartner with Customer Success and field teams to ensure operational readiness for new or changing programs and provide timely visibility into issues that may affect onboarding, utilization, or customer experience.\nCollaborate with Digital (Development) teams, Sales, Operations, reimbursement-related stakeholders, external partners, and other internal teams to remove operational barriers and improve end-to-end workflow performance.\nSupport onboarding and operational readiness of new accounts and programs as applicable, ensuring required operational information, materials, handoffs, and internal setup activities are completed.\nCapture operational trends and team feedback and translate them into actionable recommendations for the Director, Customer Success & IDTF Operations.\nLead or support strategic and continuous-improvement initiatives that strengthen scalability, service delivery, productivity, and organizational effectiveness.\nPerformance & Reporting Expectations:\nEstablish and maintain baseline and ongoing reporting for key operational measures, including incoming volume, completed volume, backlog, turnaround time, SLA attainment, productivity/capacity, quality or rework, and escalations where data is available.\nReview performance by program (IDTF, PCP, and Employee Benefits) where appropriate to identify differences in demand, complexity, service performance, and capacity requirements.\nUse data to identify operational improvement opportunities and evaluate the impact of implemented changes.\nCommunicate performance concisely using a consistent framework: issue or opportunity, supporting data/root cause, business or customer impact, recommended action, and decision/support needed.\nLeadership & People Management:\nCreate a high-accountability, service-oriented team culture focused on ownership, responsiveness, accuracy, collaboration, and continuous improvement.\nDelegate work effectively and ensure employees understand priorities, responsibilities, service expectations, and escalation requirements.\nProvide timely coaching and feedback and address performance concerns in accordance with company practices.\nDevelop team capability and cross-training to strengthen coverage, reduce single points of failure, and support future growth.\nIndependently manage routine team and operational decisions, escalating to the Director when issues involve significant business risk, resource decisions, cross-functional barriers, or leadership intervention.\nRequired/Preferred Education and Experience\nBachelor's degree preferred, or equivalent combination of relevant education and experience. \nPrior experience in operations, customer service, healthcare, medical device, diagnostic services, or a related environment preferred. \nPrior people-management or team-leadership experience strongly preferred. \nExperience working in a dynamic, high-volume environment and using performance data to manage workflows and improve operations preferred. \nKnowledge, Skills and Abilities\nStrong people-leadership, coaching, accountability, and workload-management skills. \nDemonstrated ability to manage operational workflows in a fast-paced, service-oriented environment. \nStrong analytical skills with the ability to interpret operational data, identify trends and root causes, and translate findings into recommendations. \nExcellent written and verbal communication skills with the ability to communicate clearly, professionally, and concisely with internal and external stakeholders. \nStrong organizational and prioritization skills with the ability to manage multiple programs, competing priorities, and escalations. \nDemonstrated customer-service orientation and ability to work effectively in a highly cross-functional environment. \nHigh attention to detail and commitment to data accuracy, quality, and process consistency. \nProficiency with Microsoft Word, Excel, Outlook, and Salesforce; ability to learn and effectively use additional operational systems and reporting tools. \nTravel Requirements\nThis position does not routinely require travel; occasional travel may be required based on business needs.\nPhysical Demands\nThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.\nStanding - Occasionally \nWalking - Occasionally \nSitting - Constantly \nTalking - Occasionally \nHearing - Occasionally \nRepetitive Motions - Frequently \nZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.\nThe annual salary for this position is:\n$100,000.00 to $110,000.00This position is eligible for an annual bonus in accordance with the company's bonus plan. Factors which may affect starting salary include geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com.\nApplications will be accepted on an ongoing basis until this position is filled. For fully remote positions, compensation will comply with all applicable federal, state, and local wage laws, including minimum wage requirements, based on the employee’s primary work location.\nAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, or status as a protected veteran.\nADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.","description_format":"text","description_chars":10499,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Israel","iso":"IL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cardiovascular Devices"],"lifecycle":[{"event":"open","at":"2026-10-07T00:03:29Z"},{"event":"close","at":"2026-10-19T04:10:07Z"},{"event":"reopen","at":"2026-10-19T16:01:02Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"green card filings: 1","filings_12m":0,"filings_prev_12m":0,"green_card_filings_12m":1,"median_offered_wage_usd":162500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":53,"band":"ok","label":"Likely open","p_open":1,"p_active":0.592,"p_room":0.9,"age_days":22,"expected_fill_days":42,"reasons":["conf:2","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":{"stated_usd_annual":110000,"is_top_pay":false},"html_url":"https://alion.io/job/zoll-customer-success-operations-manager","json_url":"https://alion.io/job/zoll-customer-success-operations-manager.json","meta":{"generated_at":"2026-10-28T15:58:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21413,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":13967},"rest":"https://alion.io/mcp/rest/get_company?id=13967"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fzoll-customer-success-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fzoll-customer-success-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fzoll-customer-success-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/zoll-customer-success-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fzoll-customer-success-operations-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1981877}},{"tool":"search_jobs","arguments":{"company":"zoll.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1981877},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}