3120- Manager Customer Service Operations

Innovaccer is looking for a Manager - Customer Service Operations to drive the company's wide objectives achievement & implement cadences & strategies which will directly impact the top & the bottom line.

About the Role

We are seeking a highly analytical, technically fluent, and solutions-oriented individual to join our Customer Success Operations team. This role is ideal for someone who started their career as a Data Engineer or in a similar technical role, and has since transitioned into Delivery Operations or Strategic Program Management.

You’ll work cross-functionally to drive operational excellence, accelerate process improvements, and improve the scalability of customer onboarding and success workflows. This is a high-impact individual contributor role that combines technical problem-solving with strategic thinking and process design. Exposure to AI or automation use cases is a strong plus.

Customer Success At Innovaccer

Our mission is to turn our customers into tech-savvy superheroes, ensuring they achieve success using our platform to meet their organization’s business goals. If you're passionate about helping customers realize the value they seek with technology, then our customer success team is the right place for you.

A Day in the Life

• Capacity & Resource Planning – Build and maintain workforce and capacity planning models to ensure our Customer Success and Delivery teams are resourced to scale effectively.
• Delivery Oversight & Technical Fluency – Understand the end-to-end customer journey and proactively identify risks, delays, and dependencies across implementations, bringing a working knowledge of technical complexities.
• CS Strategy & Planning – Support Customer Success leadership with strategic planning, OKRs, performance tracking, and operational reviews (MBRs/QBRs).
• Operational Efficiency – Identify process gaps, design scalable solutions, and drive execution to improve delivery efficiency, customer onboarding, and time-to-value.
• Data & Analytics – Build dashboards and reporting in tools like Power BI, analyze CS and retention metrics, and run root-cause analyses to support leadership decision-making.
• Pricing & Deal Desk Support – Partner with Sales Ops and Finance on pricing, deal structuring, and commercial governance to ensure disciplined growth.
• Cross-Functional Initiatives – Work closely with Sales Ops, Product Ops, Engineering Ops, and Business Ops on high-priority projects that advance company-wide goals.
• AI Awareness & Application – Bring an understanding of AI and automation to improve CS tooling, customer insights, and operational productivity.

What You Need

• Academic excellence: IIT/IIM, ISB, or other top-tier MBA program preferred.
• 2 years of experience in management consulting, investment banking, corporate strategy, or a high-growth SaaS operations role.
• Strong communication and interpersonal skills; able to build trust, influence senior stakeholders, and foster collaboration across teams.
• Comfortable working in unstructured, fast-paced environments; you’re a self-starter who thrives on ambiguity and takes ownership to drive clarity.
• Analytical and structured thinker with experience in data modeling, financial analysis, and operational problem-solving.
• Exposure to customer success operations, commercial operations, pricing, deal desk, or workforce planning is highly desirable.

Here's What We Offer

• Generous Leaves: Enjoy generous leave benefits of up to 40 days.
• Parental Leave: Leverage one of industry's best parental leave policies to spend time with your new addition.
• Sabbatical: Want to focus on skill development, pursue an academic career, or just take a break? We've got you covered.
• Health Insurance: We offer comprehensive health insurance to support you and your family, covering medical expenses related to illness, disease, or injury. Extending support to the family members who matter most.
• Care Program: Whether it’s a celebration or a time of need, we’ve got you covered with care vouchers to mark major life events. Through our Care Vouchers program, employees receive thoughtful gestures for significant personal milestones and moments of need.
• Financial Assistance: Life happens, and when it does, we’re here to help. Our financial assistance policy offers support through salary advances and personal loans for genuine personal needs, ensuring help is there when you need it most.

Innovaccer is an equal-opportunity employer. We celebrate diversity, and we are committed to fostering an inclusive and diverse workplace where all employees, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, or veteran status, feel valued and empowered.

Disclaimer:

Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at [email protected]. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.

About Innovaccer

Innovaccer activates the flow of healthcare data, empowering providers, payers, and government organizations to deliver intelligent and connected experiences that advance health outcomes. The Healthcare Intelligence Cloud equips every stakeholder in the patient journey to turn fragmented data into proactive, coordinated actions that elevate the quality of care and drive operational performance. Leading healthcare organizations like CommonSpirit Health, Atlantic Health, and Banner Health trust Innovaccer to integrate a system of intelligence into their existing infrastructure, extending the human touch in healthcare. For more information, visit www.innovaccer.com.

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