CX Operations & Analytics Manager

At Eko, we’re dedicated to providing healthcare professionals with industry leading digital tools to hear and understand their patients’ hearts and lungs. With our platform, clinicians can detect cardiopulmonary disease with higher accuracy, diagnose with more confidence, manage treatment effectively, and ultimately give their patients the best care possible.  

With over $165M in funding from partners like 3M and the Mayo Clinic, Eko has become one of the fastest growing digital health companies, doubling our customer base in the last year to over 500,000 clinicians across 4,000 U.S. hospitals. We’ve built a tremendously talented, diverse, and mission driven team and are proud to be certified as a Great Place to Work®. Together we are committed to investing in each other and our mission to ensure all patients have access to high quality care.

We’re hiring a Manager of CX Operations & Analytics to support our continued growth and strengthen the operational backbone of our Customer Experience function. This is a hands-on, high-impact role responsible for optimizing systems, reporting, and vendor performance across all support channels. You’ll ensure our frontline agents (both in-house and at our BPO) are equipped to deliver high-quality, efficient, and empathetic support at scale.

This is a hybrid role with required onsite presence on Tue/Wed/Thu.

• CX Systems & Tooling
• Serve as Zendesk administrator: manage workflows, macros, triggers, and routing logic
• Maintain clean, structured ticket taxonomy to ensure data integrity and efficient resolution
• Partner with Product and Engineering to scope and implement support tooling improvements
• Performance Reporting & Analytics
• Build and maintain dashboards that track SLAs, backlog, CSAT, and agent performance
• Monitor daily metrics and trends, flagging risks and surfacing insights for CX leadership
• Support agent QA and performance management through structured reporting and scorecards
• Workforce Planning & Partner Management
• Forecast support volumes and coordinate staffing plans across internal and BPO teams
• Oversee day-to-day agent performance, including SLA adherence, QA, and escalations
• Identify opportunities to improve operational efficiency to allow future company growth
• Enablement & Process Improvement
• Collaborate with the CX Communications Lead to ensure support macros, knowledge base articles, and Help Center content are accurate and up to date
• Support readiness for new product launches, policy changes, and known issue workflows
• Document and refine internal CX processes to improve speed and consistency

• Bachelor’s degree required; degree in Business Analytics or related field preferred
• 5+ years of experience in CX operations, support systems, or analytics
• Proficient with Zendesk (admin-level) and BI tools such as Looker or Tableau
• Experience collaborating with outsourced support partners and coordinating workforce planning
• Strong analytical and problem-solving skills with high attention to detail
• Excellent communication and project management abilities
• Comfortable navigating ambiguity and driving execution in a fast-paced environment

• Every customer interaction is an opportunity to build trust. This role is essential to delivering an experience that is clear, consistent, and scalable. All this achieved by giving our teams the tools and insights they need to succeed.

• Eko was recognized by “Great Place to Work” in 2020 and 2021
• Paid-time off
• Medical/Dental/Vision, Disability + Life Insurance
• One Medical membership
• Parental Leave
• 401k Matching
• Work from home equipment stipend
• Flexible schedules
• Wellness programs (Wellness Wednesdays, Time off)
• Wellness perks (Headspace, Ginger, Aaptiv, Physera) 
• Learning and Development stipend

Our Value:

1. Embrace Continuous Improvement: We challenge the status quo, question assumptions, and continuously push boundaries to improve how we work and what we deliver.

Behaviors:

Critical Thinking: Question existing processes, policies, and assumptions before accepting the norm.

Act Like an Owner: Take initiative and look for opportunities to improve systems, products, or services.

Resilience: Learn from failures and adapt, rather than giving up. 

2. Act with Clarity, Honesty & Accountability: We value transparency, data-driven decisions, and a shared commitment to integrity and ownership.

Behaviors:

Speak Up with Respect: Respectfully and honestly share your thoughts, concerns, and ideas clearly and constructively, even when it’s difficult or unpopular.

Call Out Issues Early: Surface problems or misalignments early to avoid bigger setbacks.

Own Mistakes, then Share Learnings: Take accountability when things go wrong. Be transparent about mistakes and use them as an opportunities for team-wide learning and growth. 

3. Build with Heart: We care deeply about our work and the people we serve. We go the extra mile and never lose sight of the human impact behind every solution.

Behaviors:

Care Deeply About the Outcome: Take pride in your work and stay focused on delivering meaningful impact.

Put People at the Center: Design and build with empathy — for your teammates, providers, and patients.

Lead with Passion and Purpose: Stay connected to why you’re doing the work, and bring energy and inspiration to those around you

4. Create Superpowers for Providers: Our mission is to empower clinicians with high-quality, clinically optimized tools that help them — and their patients — thrive.

Behaviors:

Engage Providers Early and Often: Involve providers from the start — not as an afterthought — to shape ideas, decisions, and solutions.

Design with Clinical Outcomes in Mind: Focus on workflows and provider/patient needs to build solutions that work in practice.

Delight our Customers: Create and operate with empathy to deliver high-quality products using an agile approach, then improve rapidly based on feedback. 

5. Win Together: We share knowledge freely, celebrate our collective wins, and learn from our mistakes. We believe every role matters, and every voice counts.  

Behaviors:

Assume Good Intent and Build Trust: Approach interactions with respect, and give others the benefit of the doubt.

Celebrate Wins and Learn from Losses Together: Recognize wins as a team and use setbacks as a chance to grow stronger.

Hold Each Other Accountable: Ensure everyone follows through on commitments and meets shared standards to create an environment of ownership, trust, and growth.

Eko is elevating the way clinicians detect and monitor cardiac and respiratory disease by bringing together advanced sensors, patient and provider software, and AI-powered analysis. Its FDA cleared platform is used by tens of thousands of clinicians treating millions of patients around the world, in-person, and through telehealth. The company is headquartered in Oakland, California and privately-held, with investments from ARTIS Ventures, NTT Venture Capital, DigiTx Ventures, Mayo Clinic, Sutter Health and others.  

Eko is proud to be an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. We celebrate diversity and are committed to building a diverse and inclusive team.