Manager, CX Operations
Manager, CX Operations
Location: US Remote
Comp: 120-145K USD Base + participation in our warrant program
About Teton
Teton is building the foundational data layer for the point of care, using real-time, multimodal AI to generate a digital twin of the patient and care environment. Our proprietary computer-vision system enables staff to automate documentation, proactively manage resident acuity, and streamline workflows across entire facilities. Our platform delivers unprecedented access to real-time data insights, empowering healthcare providers with actionable intelligence to enhance decision-making and elevate care delivery.
In senior living, Teton helps care teams spot fall risk before it becomes a fall, and alerts staff immediately when a fall does occur.
The Role
As Teton's Manager of CX Operations, you'll own how every new community gets from signature to go-live, and make sure that journey is predictable, well run and easy for the customer. A community's first months with Teton shape everything that follows. When go-live dates slip, handoffs break or customers hear different answers from different people, trust erodes before the value has a chance to show. You'll own fixing that.
This is a hands-on, high-ownership role. You'll start in the work, running live deployments yourself, and build the process, tools and standards that let us take on many more communities with confidence. You'll be the throughline of the customer journey, working through Account Management, Customer Success, Deployment and Clinical to keep every site on one plan, one timeline and one source of truth.
The role reports to the VP of Customer Experience.
What You'll Own
Every deployment, from signature to go-live
Own the plan for every live deployment: timeline, milestones, risks and status, with nothing falling through the cracks.
Run deployments hands-on at the start, and step in personally when a site is at risk.
Make sure every customer has one plan, one timeline and one person to call when they're stuck.
The operating system for CX
Design and own the end-to-end implementation process, with clear handoff criteria between BD, Deployment, Field Tech, Customer Success and Clinical.
Build one source of truth for the live status of every site, and the reporting leadership relies on.
Select and roll out the right tooling to replace spreadsheets, connected to our CRM.
Build a capacity model that tells us how many sites we can run at once and when to hire.
Enablement and change management
Turn every process into something the team can actually use: clear documentation, training and playbooks.
Lead change across teams so new ways of working stick, not just get announced.
Make sure people know who owns what, and keep that map current as we grow.
Scale
Hire, onboard and lead project managers as deployment volume grows.
Prepare operations for US expansion: new states, more install partners and many more sites.
Continuously improve process, tooling and data quality across Customer Experience.
Who You'll Work With
Account Management: they own the operator relationship and expansion. You give them accurate timing, status and capacity, so every commitment to a customer is one we can keep.
Deployment: you coordinate site evaluation, technical setup, field techs and install partners against one timeline per site.
Customer Success: CSMs own community kickoff, training and long-term adoption. You build their milestones into the plan and hand them a clean start.
Clinical Solutions Lead: you build clinical governance into every plan before baseline.
How Success Is Measured
Targets are set with your manager and reviewed quarterly.
Speed: shorter time from signature to go-live and baseline.
Predictability: more sites going live on the committed date.
Quality: fewer handoff issues and less rework between teams.
Scale: more sites running at once without dropping quality.
Customer experience: customers who find onboarding clear, organized and easy.
What We're Looking For
Required
6+ years of hands-on project or program management, including multi-site implementations from kickoff through go-live and handoff.