About the Role
The Customer Operations Manager will be the steady hand ensuring every Empathetics customer experiences a seamless journey from kickoff through successful adoption of our solutions. You will help healthcare organizations strengthen connections and trust, which is the foundation of better teams, better care, and better outcomes.
Reporting directly to the CEO, this role bridges operations, product, and customer experience. You’ll lead implementations, manage our product infrastructure, and provide exceptional customer support that reflects our mission to make empathy the heart of every interaction.
The person in this role will directly shape how thousands of healthcare professionals experience our platform, helping them reconnect with purpose, reduce burnout, and strengthen team connection.
You will collaborate across teams to ensure every customer’s journey feels seamless and connected. You will work closely with Sales and Product to translate customer needs into clear action, coordinate launches, and surface insights that drive continuous improvement. Your role is both strategic and hands-on: part project manager, part system administrator, and part relationship-builder.
Requirements
Key Responsibilities
Implementation & Onboarding
Lead new customer implementations from contract handoff to launch, ensuring smooth onboarding and communication.
Develop project plans, milestones, and clear customer communications.
Collaborate with Sales, Product, and Marketing to ensure seamless communication and delivery.
Create and maintain onboarding playbooks for scale.
LMS & App Management
Administer Absorb LMS, the Empathetics app, and all products for setup, enrollment, and reporting.
Troubleshoot system issues and maintain accurate data.
Produce engagement and completion reports for customers and leadership.
Data Management
Update recurring reports and dashboards on:
o App engagement and user activity
o For example: logins, session duration, activity completion rates by organization.
o eLearning Course completion and progress
o Leadership Development Profile assessment participation and scoring distribution
Customer Support & Communication
Act as the main contact for customer experience and support.
Resolve inquiries quickly and professionally, ensuring customers feel supported and valued.
Document FAQs, guides, and templates for recurring needs.
Cross-Functional Collaboration
Serve as the voice of the customer by gathering feedback, identifying opportunities, and sharing insights with the Product and Sales teams.
Support Sales by surfacing adoption metrics and success stories that inform renewals and expansion.
Continuous Improvement
Identify and implement workflow efficiencies.
Develop and document repeatable systems for onboarding, reporting, and support.
Track and report key metrics such as time-to-launch, satisfaction, and system performance.
Contribute customer insights and usage data to shape future product enhancements and customer programs.
Skills and Attributes
Exceptional project management and coordination skills, able to keep complex implementations on track and customer confident throughout the journey.
Experience with LMS platforms (Absorb preferred) and comfort with learning new SaaS tools.
Excellent written and verbal communication skills.
Data-driven and detail-oriented, with strong organizational habits.
Empathetic communicator who takes ownership of outcomes.
Adaptable, proactive, and comfortable working in a startup environment.
A belief that empathy, precision, and clear communication drive better results in work, in teams, and in healthcare.
Preferred Qualifications
3–6 years of experience in Customer Success, Implementation, or Operations, ideally in healthcare or edtech SaaS.
Familiarity with Salesforce or other CRM systems and Absorb or other LMS systems.
Experience managing multi-stakeholder customer projects.
Bachelor’s degree or equivalent experience.
Why Join Empathetics
Be part of a mission-driven company changing the healthcare workforce experience.
Build foundational systems that scale with growth.
Collaborate with a passionate, purpose-driven team.
Competitive salary, flexible environment, and room to grow.
Every customer you support helps make healthcare more connected and sustainable, and that’s work that matters.
Compensation
Competitive salary commensurate with experience (range available upon request).
About Empathetics
At Empathetics, we believe empathy isn’t soft. It’s the strongest force in transforming healthcare.
Our mission is to make empathy the heart of every interaction, empowering healthcare professionals to communicate better, build stronger connections, and thrive in workplaces they’ll never want to leave. We live our values every day:
• Empathy First: We lead with empathy, putting people at the center of everything we do.
• Customer-Centric Mindset: We listen, adapt, and design with care to deliver measurable value to every client.
We sit at the intersection of healthcare culture and technology, helping hospitals and health systems improve their culture, solve workforce instability, and improve patient experience through science-based tools that rebuild belonging, trust, and collaboration.
To apply: Send your resume and a brief note about why this role excites you to careers@empathetics.com.
Empathetics is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.