Vice President of Customer Operations

Position Overview

  • Key position with company poised for accelerated growth
  • Reports directly to Chief Executive Officer
  • Full Time position located in Bethesda, Maryland (Washington DC metro area) – relocation possible but employee must be based locally from the start; commuting is not an option
  • Competitive salary, excellent stock option package and strong benefits

Position Summary

The VP, Customer Operations position (different than the VP, Company Operations position) requires a hands-on, customer-focused operations leader who builds, leads, and manages the customer operations team within a highly customer-centric company culture. The Vice President, Customer Operations will be responsible for ensuring excellence across all post-sales (from initial Purchase Order) services including initial implementation and post Go-Live ongoing customer training, service and support. The position will drive a culture of customer focus and continuous improvement by establishing and maintaining a high performing team where new ideas and solutions are encouraged, evaluated, quantified and implemented.

This role will provide strategic thought leadership in the development of customer experiences, as well as translation of the vision into tangible business goals and capabilities. The VP, Customer Operations will set the vision, strategy and goals, foster collaboration, and motivate the team to achieve outstanding results and exceed expectations.

Key Tasks

  • Evolve and build a scalable customer operation capability, including initial implementation and post Go-Live ongoing customer training, service and support team that supports BrainScope’s brand and value of “Customer Focus”
  • Maintain through proactive customer care initiatives a world-class level of customer retention
  • Partner with the Chief Commercial Officer and VP of Business Development on ensuring full customer success
  • Lead, participate in and support cross-functional initiatives to meet and exceed key business objectives
  • Collaborate with company leadership to identify, scope, recommend and implement scalability initiatives within the Customer Operations Team
  • Professionally represent the company at an executive level with all customers
  • Identify and implement policy, process and system strategies for optimization of team performance and customer adoption
  • Manage and adjust key expense drivers while continually seeking ways to service our customers efficiently and maintain a high level of customer satisfaction
  • Work with the Customer Operations Team to define and track key metrics, create reporting and review cadences, and provide status updates to leadership team
  • Consolidate key data points and report on operational service levels to leadership, and coordinate with other departments to put into place mitigating actions when metrics are not meeting established targets
  • Evaluate operational improvements through process re-engineering
  • Leverage the latest technologies to champion high value customer and consumer interactions to build consumer engagement and loyalty

Job Requirements

  • Bachelor’s degree required; Master’s Degree preferred
  • Minimum 10 years of experience leading customer-facing organizations in a senior management role
  • Experience in the healthcare industry is strongly preferred; experience in either medical devices and/or healthcare IT with involved customer implementations and ongoing service and support is a strong positive
  • Demonstrated exceptional written and oral communication skills, including ability to effectively communicate with customer “C-Suite” executive management
  • Expert understanding of the customer life-cycle functions, including sales, implementation, customer success, and ongoing support services
  • Expertise in project management with project management software; ability to develop KPI’s and provide timely reporting on the status of project implementation and recovery plans in the event of project delays
  • Ability to bring new technologies to market supporting a commercial organization and demonstrating the ability to scale operations
  • Outstanding organizational skills, attention to detail, planning and prioritizing, efficient time management, concern for quality, common sense and flexibility
  • Goal-driven, confident self-starter with a willingness to continually embrace professional development and a passion to excel
  • Operate effectively in a multi-disciplinary, team-oriented culture that emphasizes professional development
  • Comfortable with a fast-paced, demanding and changing environment that requires collaboration across the organization


Qualified applicants are encouraged to send their resume and a cover letter including availability to 


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