Customer Support Operations Manager

Customer Support Operations ManagerCompany DescriptionButterfly Network’s mission is to democratize healthcare by enabling universal access to superior medical imaging. We reinvented ultrasound technology by creating the world’s first handheld, single-probe whole-body ultrasound system: the Butterfly iQ. This innovative technology reduces the cost of the traditional ultrasound system by miniaturizing it onto a single semiconductor silicon chip.Butterfly harnesses the advantages of AI and cloud computing to deliver advanced imaging that is easy-to-use and built for the digital era.The Butterfly iQ and next-generation Butterfly iQ+ have received CE Mark and FDA clearance, and are being sold in hospitals and clinics around the globe.Joining Butterfly Network is the opportunity to redesign the future of healthcare through the power of technology. Embark on a journey with us to maximize global impact, motivated by the idea that our products will change the lives of millions along with the people you love.Job DescriptionThe Butterfly Customer Support team has the critical responsibility of ensuring all inquiries from current and future customers are resolved with excellence through rapid, respectful, and empathetic customer support. As the Customer Support Operations Manager, you’ll be focused on leading a skilled team to assist our customers with their hardware, software, and clinical support needs. In addition, you’ll be responsible for setting the team’s process improvement agenda and ensuring that the Customer Support team is equipped to scale.Your core responsibilities will be:* Create a positive and supportive team culture. Provide leadership and coaching to employees to allow team development that inspires positive results. Your team is known as a reliable source of talent for other Butterfly teams.* Be accountable for performance on top Customer Support KPIs including customer satisfaction, team productivity, and service level agreement (SLA) adherence.* Ensure the team has access to robust training materials and workflow documentation.* Manage cross-functional relationships with the Support team including with the Quality, Finance, Marketing, Product, Customer Success, and Medical Informatics teams.* Maintain a pulse on the ‘voice of the customer’ and other key financial and operational metrics. Use this understanding to set and drive the team’s performance improvement roadmap.QualificationsBaseline skills/experiences/attributes:* BA or equivalent work experience* 5+ years of work or commensurate experience in operations or consulting, preferably in a healthcare setting* 2+ years of prior team management experience. Experience leading Customer Support, Service, or Account Management teams strongly preferred.* Demonstrated experience partnering with other teams to build tools and processes from scratch* Proven track record meeting KPIs* Experience developing project plans coordinating with all partners* Experience designing and improving workflows and standing up accompanying operating and technical proceduresIdeally, you also have these skills/experiences/attributes (but it’s ok if you don’t!):* Experience in technical software support or medical device support strongly encouraged* Proficiency in analytic tools such as Excel, SQL, or Python* Process Improvement or Lean Six Sigma trainingYou Deeply Identify with Core Butterfly Network Values:* Efficient & Speedy – you get work done in a fraction of the time as industry peers* Intellectually Curious – you are thoughtful & inquisitive; people enjoy working with you because they learn from you* Mission-Driven & Committed – you are passionate about the company’s purpose and are immensely productive* Team Oriented – you celebrate and take joy in the success of others on the teamAdditional InformationWe offer great perks:* Fully covered medical insurance plan, and dental & vision coverage – as a health-tech company, we place great worth on our teams’ well-being* Pre-tax commuter benefits – we make your commute more reasonable* Free onsite meals + kitchen stocked with snacks* 401k plan – we facilitate your retirement goals* Flexible Paid Time Off – recharge and come back ready to make an impact* Competitive salaried compensation – we value our employees and show it* Equity – we want every employee to be a stakeholder* Beautiful office in an easily commutable space in the Boston metro area (Burlington, MA)* The opportunity to build a revolutionary healthcare product and save millions of lives!Butterfly network does not accept agency resumes.Butterfly Network Inc. is an E-Verify Company and is an equal opportunity employer regardless of race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability or Veteran status. All your information will be kept confidential according to EEO guidelines.