Manager, Product Operations

Who We Are:

Managed Health Care Associates, Inc.

(MHA) provides care communities access, solutions, and insights to help them run their businesses more effectively.

Our members include post-acute providers across the care continuum, including long-term care, home infusion, specialty pharmacies, senior living, and other group living facilities.

Our team of associates is passionate about our common mission of helping people age with grace and championing our core values of being Curious Learners, Selfless Advocates, and Relentless Finishers.

Who we’re looking for:

The Manager, Product Operations is responsible for managing the Customer Success team and supporting consistent service delivery, customer satisfaction, and operational effectiveness.

This role manages daily team activities, customer success programs, and operational initiatives while partnering with internal stakeholders to address customer needs, improve processes, and identify opportunities to leverage automation to enhance operational efficiency and service delivery.

The Manager establishes clear expectations, coaches and develops team members, monitors performance, and serves as an escalation point for customer and operational matters.

What You’ll Be Doing:

Team Leadership and Development


* Manage, coach, and develop the Customer Success team to achieve departmental goals.


* Establish individual and team performance expectations and provide ongoing feedback.


* Manage team workload, coverage, and resource allocation to support business needs.


* Support employee engagement, professional development, and cross-training.


* Promote accountability, collaboration, and continuous improvement.

Customer Success Operations


* Manage daily Customer Success operations to support efficient and consistent service delivery.


* Establish team priorities and ensure timely completion of customer and operational deliverables.


* Monitor service levels, team performance, and customer outcomes.


* Address operational issues and implement corrective actions as needed.


* Support the implementation of new products, services, and operational initiatives, and/or automated solutions that improve customer experience and team productivity.

Customer Relationship Management


* Ensure consistent execution of customer success programs and service standards.


* Serve as an escalation point for complex customer issues and coordinate timely resolution.


* Review customer feedback and identify opportunities to improve the customer experience.


* Partner with team members and internal stakeholders to address recurring customer needs or concerns.

Process Improvement and Performance Monitoring


* Manage departmental projects and process improvement initiatives.


* Track and analyze operational metrics to identify trends, service gaps, automation opportunities, and improvement areas.


* Implement practical solutions, including workflow a...