Senior Manager, Customer Operations

Overview

About Sequel

Sequel, headquartered in Manchester, New Hampshire, is a company developing the next generation of transformative drug-delivery advancements starting with diabetes. Sequel’s approach is to look at diabetes management holistically to advance systems that make living with diabetes simpler and easier for all. Sequel’s flagship product, the twiist Automated Insulin Delivery (AID) System, launched in July 2025 for people with type 1 diabetes providing them with personalized diabetes management.

Job Overview

Sequel is looking for an experienced Senior Manager of Customer Operations to join our Customer Care team. Sequel’s Customer Contact Center operates 24/7 and is crucial to our organization. In this role, you ll lead a team of Inside Sales Operational focused employees. Your responsibilities include recruiting, training, coaching, and mentoring team members. You ll also allocate team members to new projects like systems implementation and process optimization, enabling strategic capabilities to support our Inside Sales Customer Care team.

As Sequel is a rapidly growing organization, we ll be implementing various systems and capabilities over the next 24 months. This role requires strong organizational, prioritization, relationship, and communication skills. You will lead projects and initiatives while also managing the team.

• Operational Leadership & Strategy
  • Develop and execute operational strategies to ensure efficient and high-quality customer care as Sequel Med Tech expands in the marketplace.
  • Lead efforts to create, document, and continuously improve processes, policies, and workflows for the Customer Care team, ensuring scalability and adaptability as the company grows.
  • Collaborate closely with cross-functional teams to ensure operational alignment with overall business objectives and regulatory requirements.
• Process Development & Optimization
  • Design and implement the Customer Care s operational framework for Inside Sales, including workflows for customer onboarding, issue resolution, escalations, and feedback loops.
  • Identify and analyze gaps in current processes. Propose solutions to enhance efficiency and streamline operations in a startup environment.
  • Plan and deliver solutions that are clearly documented, have traceability to business objectives, and are in line with business priorities while aligning these solutions with long-term technology capabilities.
  • Partner with business leaders in a variety of problem-solving activities and evaluations of short and long-term business challenges for process optimization and to drive continuous improvement.
• Team Management & Leadership
  • Foster a collaborative and customer-centric team culture, encouraging continuous learning and development.
  • Recruit, hire, retain and support onboarding of Customer Operations team members.
  • Works closely with users, stakeholders, and IT personnel to elicit requirements, streamline processes, improve access to information, define Inside Sales business and technical needs effectively and efficiently.
  • Provide regular communication of objectives, progress, feedback, and roadblocks to team members; escalate to senior management as appropriate.
  • Build and grow trusting and credible relationships with key internal and external stakeholders to facilitate effective communication.
  • Provides thought leadership to help employees fundamentally rethink how they do their work in order to dramatically improve customer service and reduce operational costs.
• Technology & Systems Management
  • Optimize Customer Relationship Management (CRM) and other customer support tools and technologies to support the Inside Sales team’s goals.
  • Ensure integration between customer care systems and other business platforms (CRM, Telephony platform etc.) for seamless customer interactions.
  • Drive automation initiatives where possible to enhance team efficiency and improve customer experience.
• Continuous Improvement
  • Act as the voice of the customer, ensuring that the needs and concerns of customers are reflected in product development and process improvements.
  • Gather, refine and drive employee effectiveness and efficiency.