Director of Customer Operations

Company Profile

Prodigy Health is focused on medical and health management services, with an emphasis on digital health products, patient information handling, and improving the efficiency of medical service delivery. In its earlier stage, the company concentrated on using technology to raise healthcare efficiency and build a strong base in health-data integration and workflow digitization.

As the health-tech market matured, the company recognized growing obstacles such as fragmented data, expensive collaboration across organizations, and the difficulty of realizing the value of user information. At the same time, increased demands around medical data protection and regulatory compliance exposed limits in traditional centralized systems, especially around scale and trust.

To address these challenges, Prodigy Health shifted its direction toward blockchain-based solutions. The goal of this move is to use decentralization, immutability, and traceability to improve how health data is stored, shared, and trusted, while also lowering the cost of multi-party cooperation and improving circulation efficiency.

Since then, the company has moved from conventional health service platforms toward building blockchain-enabled medical data infrastructure and health data networks. It is also exploring emerging models such as data ownership confirmation, privacy-preserving computation, and medical data assetization to create new growth opportunities and technical advantages.

Role Overview

The Director of Customer Operations leads the systems and processes that support the company’s customer journey. This role is accountable for improving how the business acquires, converts, retains, and expands customer relationships, with a strong focus on increasing Customer Lifetime Value and strengthening the overall customer experience.

The position turns customer strategy into practical operating models and connects product, sales, customer service, and customer success functions so the company can run more efficiently and grow more effectively.

This role generally reports to the COO, CCO, or CRO.

Core Responsibilities

• Build, refine, and maintain the customer operations framework.
• Set up customer segmentation and targeted management methods.
• Design and implement processes for the full customer lifecycle.
• Improve the operational flow for acquisition, activation, retention, and conversion.
• Ensure customer operations support the company’s broader growth goals.
• Increase customer lifetime value through operational initiatives.
• Improve conversion, repeat purchase, and renewal performance.
• Lead operational programs that support cross-sell and up-sell opportunities.
• Optimize major customer growth journeys and interaction points.
• Contribute to revenue growth through better customer operations.
• Streamline the end-to-end customer experience from an operational standpoint.
• Improve the efficiency of customer service and support processes.
• Work with Customer Success teams to strengthen retention and satisfaction.
• Track and improve customer experience indicators such as CSAT and NPS.
• Handle operational responses for key customer issues and major service incidents.
• Support strategic accounts through growth-oriented operational planning.
• Drive renewal and expansion programs for important customer accounts.
• Coordinate with Sales and Customer Success to maintain strong relationships with high-value customers.
• Create recurring communication and operating rhythms for key clients.
• Use data to study customer behavior, product usage, and conversion patterns.
• Monitor churn trends and develop actions to reduce customer loss.
• Build customer health scoring models to support decision-making.
• Apply operational analytics to guide improvements and optimize performance.

Additional Information

This position is a full-time onsite role based in the United States.

No stipend or salary details were provided in the source.