What are the responsibilities and job description for the Customer Ops position at Vitalize?
TL;DR: Who You Are What You’ll Do
You own post–go-live customer success end-to-end with total autonomy to move fast, make independent decisions, and unblock our deployment team so they can focus on the next hospital.
You're obsessively on-site with customers, spotting patterns across accounts, and your insights directly shape our engineering roadmap — no silos, no bureaucracy. You build the systems that scale: documentation, tools, dashboards, workflows — solving the problems that would otherwise require hiring 10 people.
Execution beats process. You move fast, build scrappy solutions that work, and treat every customer interaction as data for how we improve. As we scale to 200 hospitals, you'll have opportunities to build and lead the team that owns the entire post-deployment lifecycle — shaping how we think about retention and success at scale.
The Company
Hospitals still run their most important operations — staffing, labor planning, and capacity — on paper, spreadsheets, and guesswork. It’s a system that wastes thousands of hours and millions of dollars every year.
Vitalize replaces this with intelligent, automated staffing operations. Our platform brings real-time decision support to clinical leaders, eliminating manual work, reducing unnecessary labor spend, and unlocking patient capacity for hospitals.
Labor drives ~60% of hospital costs, and our research shows more than 20% of that spend is preventable. By proactively aligning labor supply with patient demand, Vitalize helps health systems operate efficiently, safely, and sustainably.
We’re building the core operating system for hospital workforce operations — competing directly with legacy HR/ERP platforms. And we’re winning. We’re already live across 20 hospitals, near 8-figures in revenue, and have raised funding from top investors. We’ve 3x’ed revenue in the last 3 months, and are scaling fast.
The Role
You are the operator who makes Vitalize work in the real world. You keep multi-stakeholder enterprise customers healthy, unblock every internal team, and turn frontline chaos into scalable systems. You are deeply customer-obsessed, product-obsessed, and thrive in environments where growth is outpacing headcount.
What you own:
Example: noticing that night-shift leaders are underutilizing staffing tools, then designing targeted coaching workflow fixes that lift adoption across all 12 units in the system.
Example: spotting that a daily staffing workflow doesn’t match how nurse managers actually coordinate coverage, then redesigning the rollout plan and retraining unit leaders before it derails adoption.
Example: turning a messy support inbox into an automated triage system that resolves 60% of issues without human intervention, or building a customer-health scorecard that flags churn risk before a CNO ever calls.
In short: you are the connective tissue across customers, product, engineering, and deployments — and the operator who keeps the entire system running as we scale through hypergrowth.
What We're Looking For
As we scale from 20 to 200 hospitals, you'll have the opportunity to build and lead a team of Enablement operators. You'll own our entire post-deployment experience and customer lifecycle. You'll shape how we think about retention, expansion, and product success at scale. You'll lead the strategic initiatives that keep our customer base healthy and growing.
Location
San Francisco HQ (in-person) or remote
Regular travel to customer sites because you want to. You're embedded with every function on the team but constantly connecting with hospitals to understand what's happening on the ground.
Benefits:
You own post–go-live customer success end-to-end with total autonomy to move fast, make independent decisions, and unblock our deployment team so they can focus on the next hospital.
You're obsessively on-site with customers, spotting patterns across accounts, and your insights directly shape our engineering roadmap — no silos, no bureaucracy. You build the systems that scale: documentation, tools, dashboards, workflows — solving the problems that would otherwise require hiring 10 people.
Execution beats process. You move fast, build scrappy solutions that work, and treat every customer interaction as data for how we improve. As we scale to 200 hospitals, you'll have opportunities to build and lead the team that owns the entire post-deployment lifecycle — shaping how we think about retention and success at scale.
The Company
Hospitals still run their most important operations — staffing, labor planning, and capacity — on paper, spreadsheets, and guesswork. It’s a system that wastes thousands of hours and millions of dollars every year.
Vitalize replaces this with intelligent, automated staffing operations. Our platform brings real-time decision support to clinical leaders, eliminating manual work, reducing unnecessary labor spend, and unlocking patient capacity for hospitals.
Labor drives ~60% of hospital costs, and our research shows more than 20% of that spend is preventable. By proactively aligning labor supply with patient demand, Vitalize helps health systems operate efficiently, safely, and sustainably.
We’re building the core operating system for hospital workforce operations — competing directly with legacy HR/ERP platforms. And we’re winning. We’re already live across 20 hospitals, near 8-figures in revenue, and have raised funding from top investors. We’ve 3x’ed revenue in the last 3 months, and are scaling fast.
The Role
You are the operator who makes Vitalize work in the real world. You keep multi-stakeholder enterprise customers healthy, unblock every internal team, and turn frontline chaos into scalable systems. You are deeply customer-obsessed, product-obsessed, and thrive in environments where growth is outpacing headcount.
What you own:
- Enterprise adoption and ROI that makes Vitalize indispensible
Example: noticing that night-shift leaders are underutilizing staffing tools, then designing targeted coaching workflow fixes that lift adoption across all 12 units in the system.
- Voice of the customer
Example: spotting that a daily staffing workflow doesn’t match how nurse managers actually coordinate coverage, then redesigning the rollout plan and retraining unit leaders before it derails adoption.
- Systems that multiply our team.
Example: turning a messy support inbox into an automated triage system that resolves 60% of issues without human intervention, or building a customer-health scorecard that flags churn risk before a CNO ever calls.
In short: you are the connective tissue across customers, product, engineering, and deployments — and the operator who keeps the entire system running as we scale through hypergrowth.
What We're Looking For
- Relentless operator. You thrive in ambiguity and you ship. You don’t wait for perfect direction; you move fast, iterate, and correct based on real data.
- Exceptional communicator. You interact with C-suites and frontline clinical teams in the same week. You can present ROI to executives and explain workflow issues to nurse managers with equal clarity.
- Obsessively curious. You must understand why customers struggle. Every conversation is a detective mission. You dig until you uncover the real problem.
- Builder mentality. You don’t just find problems — you fix them. You build tools, write docs, create workflows, and do whatever it takes to make the system better.
- Customer-obsessed. This is non-negotiable. You want to spend time with customers, understand their world, and know exactly what’s happening at each account.
- Data-driven but pragmatic. You track the metrics that matter — adoption, customer health, ROI, ticket volume — but you never get lost in spreadsheets. Data is fuel, not the finish line.
As we scale from 20 to 200 hospitals, you'll have the opportunity to build and lead a team of Enablement operators. You'll own our entire post-deployment experience and customer lifecycle. You'll shape how we think about retention, expansion, and product success at scale. You'll lead the strategic initiatives that keep our customer base healthy and growing.
Location
San Francisco HQ (in-person) or remote
Regular travel to customer sites because you want to. You're embedded with every function on the team but constantly connecting with hospitals to understand what's happening on the ground.
Benefits:
- Medical, dental, and vision insurance
- 401k and 401k match
- Unlimited PTO
- Bi-annual company retreats
- Free Lunch and Dinner in-office
- Relocation Bonus ($5000)
- Reimbursement for desk setup, gym subscription, and commute
Salary : $150,000 - $240,000