Customer Operations Manager

Posted 1 month ago

Located in Baltimore, Maryland, MediGO is focused on increasing access to organ transplantation by optimizing a currently inefficient, costly, and opaque transplant supply chain. Developed with nationwide procurement research and global supply chain expertise, MediGO is the next generation hardware and software platform for organ transportation logistics and stakeholder communications which produces actionable data that respects the vital contribution of the donor and supports lifesaving healthcare for the recipient. MediGO uses the latest technologies in cloud-based architecture, social media applications, automation, IoT, sensors, big data, and analytics to support organ transportation activity in the United States and the organ procurement organizations (OPOs) which broker organ delivery and acceptance. Additional customers include insurance companies, organ transportation specialists (couriers), and transplant hospitals. MediGO offers an exciting, fast paced environment for a self-starter, requiring limited direction and ready to make a real difference in people’s lives.

Job Type:



Baltimore, MD

Reports to:

Director of Customer Operations, MediGO

Requirements and Skills:

  • Must demonstrate strong communication and relationship-building skills among executive-level clients and coworkers
  • Must demonstrate strong organizational abilities, understanding of process improvement, and change management principles
  • Must demonstrate strong problem-solving skills and responsiveness to clients
  • Able to learn rapidly changing technology platforms and articulate clinical, technological and operational aspects of product and service to a varied client audience
  • Demonstrated ability to deliver against service level agreements in an operational role
  • Experience in operations, customer service, or customer success preferred, candidates will be prioritized who have healthcare and/or organ transplant experience
  • Minimum Bachelor’s Degree from an accredited college or university

Cultural profile:

  • Must care about MediGO’s overall mission to serve the organ transplant and healthcare communities
  • Has an appreciation and understanding of the startup culture; comfortable with ambiguity, self-directed and able to work with challenging clients
  • Compassionate, active listener, strong accountability and follow-through
  • Able to juggle multiple priorities and set and manage client expectations
  • Observant by nature and familiar with user centered design principles
  • Humble and hungry for exciting work


Responsibilities include, but are not limited to:

  • Work directly with new clients to implement the MediGO solution, including user training, workflow mapping, managing a timeline and deliverables
  • Partner with existing clients on workflow mapping and process improvement initiatives to maintain successful operations
  • Guide clients to fully utilize the MediGO solution by articulating full value platform and  analytics reporting package
  • Manage customer support team, establish milestones and drive the team to ensure optimal internal processes and job satisfaction
  • Adept in Excel analysis and PowerPoint based material development.  Able to synthesize complex information from various sources and display in simple, easy-to-understand visuals.
  • Develop market and industry related intelligence and database that informs product capabilities.
  • Perform and/or oversee internal operations such as: tracker function testing, tracker inventory, and managing vendors to ensure adequate product and service provided
  • Provide client feedback to engineering team to enhance client-facing product features
  • Ensure customer retention through timely and thorough responses to client questions and concerns, serve as first-line response to clients for issue resolution for MediGO solution
  • Develop and provide input on client and key stakeholder facing materials
  • Help Director of Customer Operations in anticipating evolving client needs and be the voice of the customer to the company by translating into business requirements for the product/service
  • Build trusted relationships amongst various stakeholders and functional leads with the client and MediGO teams
  • Aid in ensuring compliance with current federal, state and local regulations at the client level




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