Customer Operations Specialist

About the Opportunity:The organization is on a mission to transform type 2 diabetes and weight-loss care. Current treatment approaches aren’t working—over half of US adults have either type 2 diabetes or prediabetes, and obesity rates are at an all-time high. This team is changing this by helping people reverse their metabolic condition through innovations in technology, personalized nutrition, and virtual care delivery reinvented from the ground up. Over $350 million has been raised from top-tier investors, and the program partners with the largest health plans, employers, and government organizations to help their employees and members restore their health and take back their lives. Join in the mission to reverse diabetes and obesity in one billion people.The organization is seeking a detail-oriented and proactive Customer Operations Specialist to join the dynamic Implementation team. In this role, you will execute on tasks required to maintain key customer lifecycle operations. You’ll work closely with cross-functional teams to assist in resolving issues efficiently and help advocate for client needs. The ideal candidate is a strong communicator and problem-solver with a passion for operational excellence. This role offers an opportunity to contribute directly to organizational growth in a fast-paced, mission-driven environment.Responsibilities:• Customer Lifecycle Operations: Complete tasks required to launch new groups within partnerships, program eligibility configuration changes, and operationalize customer expansions and terminations.• Issue Resolution: Under guidance from a manager or senior team members, provide support in triaging and resolving routine issues by applying established policies and procedures. Escalate high-priority or complex issues as necessary.• Cross-Functional Collaboration: Work well with others to complete tasks and projects related to the customer lifecycle, such as setting up eligibility checking for new groups going live with the program, testing eligibility, completing user acceptance testing and coordinating on completion of tasks needed to process a customer termination. Communicate clearly with other departments, peers and manager to ensure all relevant parties are informed.• Process Knowledge: Learn and apply understanding of the organization’s business model and operational processes to effectively complete tasks, including new group launches, customer expansions into new products and documentation in Salesforce and other trackers, and provide support to the broader Customer Success department, sharing relevant process information as needed.• Process Documentation: Assist in the creation and maintenance of standard operating procedures (SOPs) for customer operations processes.90 Day Plan:Within your first 90 days, it is expected that you will do the following:• Immerse yourself in the organization’s mission, products, and values• Build relationships with collaborators across Customer Success, Support, and Product teams.• Learn core tools (Asana, JIRA, Salesforce, Notion) and workflows for tasks you will be performing• Begin completing tasks for new group launches and customer expansions under guidance• Provide support in triaging and resolving routine issues by applying established policies• Increase independence in handling routine customer operations tasks• Make and share observations that contribute to workflow improvementsMust-Haves:• Passionate about bringing the treatment to those who need it most• 2+ years of experience in customer operations, project coordination, or a similar supportive role within digital health or healthcare industry• Foundational technical proficiency with project management tools (e.g., Notion, Asana, JIRA) and CRM systems (e.g., Salesforce); eagerness to learn more advanced functionalities• Ability to build effective relationships with internal team members and external customer contacts• A strong interest in identifying inefficiencies and contributing to streamlining processes• Ability to support in resolving routine issues and contribute to cross-functional problem-solving efforts• Ability to manage timely execution of assigned tasks and projects• Inquisitive, asks probing questions to understand the details behind a customer request or issue in order to better problem-solve• Comfortable in a fast-paced and ever-evolving environment• Strong written and verbal communication skills.• Detail-oriented and analytical.Values-driven culture:The organization’s values drive the culture, so you’ll do well if:• You put people first and take care of yourself, your peers, and patients equally• You have a strong sense of ownership and take initiative while empowering others to do the same• You prioritize positive impact over busy work• You have no ego and understand that everyone has something to bring to the table regardless of experience• You appreciate transparency and promote trust and empowerment through open access of information• You are evidence-based and prioritize data and science over seniority or dogma• You take risks and rapidly iterateThe organization has a location based compensation structure. Starting pay will be based on a number of factors and commensurate with qualifications & experience. For this role, the compensation range is $ 61,009 to 71,775.