Customer Success Operations Manager

Itamar At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions. ZOLL Itamar is an innovative medical device technology company that focuses on the development and manufacturing of Home Sleep Apnea Tests to aid in the diagnosis of respiratory sleep disorders. Our core product is the WatchPAT®️ family, a revolutionary FDA-cleared portable home sleep apnea test device, that is based on proprietary signal and analysis. 80% of patients who have sleep apnea are undiagnosed. We are committed to reach those undiagnosed patients and provide testing to promote wellness and enhance overall quality of life. WatchPAT®️ is commercially available within major markets including the U.S., Japan, and Europe, and is the leading home sleep apnea test in the US. ZOLL Itamar's corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA. Job Type Remote Job Summary The Customer Success Operations Manager is responsible for leading the day-to-day operational execution, people performance, service delivery, and continuous improvement across Customer Success-supported operations, including IDTF, PCP, and Employee Benefits programs. Reporting to the Director, Customer Success & IDTF Operations, this role manages the Customer Success Operations team and ensures consistent, accurate, and timely execution of program workflows. The Operations Manager establishes operating discipline through clear expectations, workload prioritization, performance measurement, issue resolution, and cross-functional coordination. This role partners closely with Customer Success, Sales, Operations, Digital (Development) Team, reimbursement-related stakeholders, and other internal teams to maintain service continuity, identify operational barriers, and support a scalable customer and patient experience. This position has direct reports and is accountable for team performance, development, workload management, and day-to-day operational leadership. Primary Functions Directly manages Customer Success Operations team members supporting IDTF, PCP, and Employee Benefits programs. Owns day-to-day workflow execution across Customer Success-supported operations, including workload prioritization, service continuity, team accountability, and operational issue resolution. Establishes and maintains operational performance metrics, reporting, and routine operating reviews. Uses workload, productivity, quality, and service data to identify capacity needs and recommend process or staffing improvements. Serves as the primary operational escalation point for Customer Success operational workflows and coordinates resolution with appropriate internal…