Customer Operations Manager

Location: Tampa Bay - St. Petersburg, FL

Type: Full Time Employee

Reports To: CEO (Initially)

About ScanLab

ScanLab is transforming how MRI and CT professionals are trained, assessed, and developed throughout their careers.

We help educators and healthcare organizations measure competency, identify skill gaps, and deliver targeted learning that improves imaging performance.

As we continue to grow, we're expanding from our education foundation into the clinical healthcare market while building the operational infrastructure needed to support our next stage of growth.

Position Summary

We're looking for an organized, detail-oriented Customer Operations Manager to help build the operational foundation of our growing company.

This role sits at the intersection of customers, sales, product, finance, marketing, and operations. You'll help ensure our customers have an exceptional experience while building the systems, processes, and operational discipline that enable ScanLab to scale.

This position is based at our office in the ARK Innovation Center in downtown St. Petersburg, Florida and is expected to work in the office several days each week. This role will play an important part in helping establish our office as we continue to grow.

What You'll Do

Customer Onboarding

● Lead and deliver onboarding for new customer administrators ("superusers")

● Configure customer accounts, licenses, coupon codes, and learner access

● Update onboarding guides, documentation, and checklists

● Ensure customers launch successfully and adopt the platform

Customer Support

● Serve as the primary point of contact for customer support requests

● Troubleshoot user issues and coordinate with the product team when needed

● Manage support requests through resolution

● Maintain responsive, professional customer communication

● Identify recurring issues and recommend improvements

Customer Operations

● Manage customer licensing, user access, and account administration

● Maintain accurate customer records in HubSpot and related systems

● Coordinate customer requests across Sales, Product, Finance, and Operations

● Support invoicing and accounts receivable by coordinating purchase orders, invoices, required documentation, and customer follow-up

● Track customer commitments and operational tasks to ensure nothing falls through the cracks

● Continuously improve customer-facing operational processes

Content & Enablement

● Format educational content into PowerPoint, Canva, and other customer-ready formats

● Organize customer-facing resources and knowledge base materials

● Support customer webinars, training sessions, and product documentation

● Prepare demo environments and customer presentation materials

Conferences & Events

● Coordinate logistics for conferences, trade shows, and customer events

● Manage booth materials, shipping, registrations, travel, and event checklists

● Coordinate schedules and supporting materials for the team

● Ensure conferences and customer events are executed professionally

Office & Company Operations

● Help establish and support ScanLab's office

● Coordinate supplies, vendors, and shared resources

● Support onboarding of new employees

● Assist with company meetings and internal events

● Help improve internal documentation, workflows, and operational processes

What We're Looking For

Required

● 2–5 years of experience in customer operations, business operations, customer support, project coordination, account management, or similar roles

● Exceptional organizational skills and attention to detail

● Strong written and verbal communication skills

● Excellent problem-solving abilities

● Ability to manage multiple priorities simultaneously

● Proficiency with Microsoft Office, PowerPoint, Canva, and Google Workspace

● Comfortable learning new technology and software platforms

Preferred

● Experience with HubSpot or another CRM

● Experience supporting SaaS or healthcare technology customers

● Experience with customer administration, invoicing, or operational coordination

● Bachelor's degree or equivalent professional experience

● Experience with or knowledge of MRI and / or CT imaging a big plus

Who You Are

● Loves bringing order to complexity

● Notices details that others miss

● Thinks proactively and solves problems

● Enjoys building systems and improving processes

● Learns new technology quickly

● Communicates professionally with customers

● Takes ownership and follows through

● Thrives in a collaborative, entrepreneurial environment

Why Join ScanLab?

This is more than an operations role.

You'll join a small, collaborative team building technology that is changing how MRI and CT professionals are trained and upskilled around the world. As we grow, you'll have the opportunity to shape how the company operates, improve the customer experience, and grow into a broader operational leadership role.

Compensation & Benefits

● Competitive salary commensurate with experience

● Performance bonus opportunity

● Paid time off

● Health insurance stipend

● Opportunity to grow with a rapidly expanding healthcare technology company

How to Apply

If you're excited about helping build a company that's transforming imaging education and workforce development, we'd love to hear from you.

Please email the following to Sign in to view email:

● Your resume

● A brief note explaining why this role interests you and why you'd be a great fit

● (Optional) A link to your LinkedIn profile

Subject Line: Customer Operations Manager – Your Name