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TidalSense is a respiratory technology company with a mission to transform the diagnosis, monitoring and management of chronic respiratory conditions, such as asthma and COPD. The company has ambitions to enable a population-scale change in respiratory care through global deployment of its technologies. TidalSense has just launched a first-of-its-kind AI-driven (software medical device) diagnostic test for COPD which uses the company's unique, patented, sensor technology embedded in the N-Tidal device.
We are seeking a Customer Operations Manager with strong operational and project management skills to manage the customer management lifecycle through customer procurement, onboarding, delivery, issue management and offboarding, for our growing base of customers. We are at an exciting phase in our journey as we transition from a start-up to a scale-up. You will be joining a passionate, socially-motivated and multi-disciplinary team covering engineers, scientists, clinicians, designers, product and usability specialists. This is a unique opportunity for a driven and autonomous individual to drive the real-world deployment of a new generation of regulated medical devices that will deliver impact in the real world and change people's lives. We are seeking someone who is comfortable working in a fast-paced, agile, and diverse team environment, and who is also committed to our mission to revolutionise respiratory medicine.
Job Purpose
To coordinate all activities relating to customer management including customer procurement, onboarding, distribution and asset management, compliance, support and offboarding.
Key Duties & Responsibilities
* Project managing the customer onboarding process to internal SLAs, including:
o account setup
o hardware allocations
o customer training
o site assessments; and
o proactively communicating with customers on order status
* Supporting with demand forecasting for hardware
* Working with supply chain to hit the On Time In Full (OTIF) and customer lead time KPI targets. This includes inventory management, distribution, shipment, customs, ensuring stock is distributed efficiently, compliantly, and cost-effectively
* Monitoring the location and status of hardware and consumables in the field. This includes resolving/escalating issues as appropriate, monitoring and replenishing stock levels
* Coordinating with the quality / regulatory and customer support teams on product issues, CAPAs, returns, resolving ad hoc shipping and inventory issues
* Owning and managing all regulatory and compliance paperwork and processes associated with the customer management lifecycle, including:
o updating Standard Operating Procedures
o training team members
o documenting customer requirements associated with fulfilling a customer order, including hardware, software, resource and financial requirements
o managing delivery notes and customer POs
* Project managing customer procurement activities
* Providing excellent customer support, including performing some Tier 1 customer support via ticketed helpdesk. This includes:
o responding professionally to customer issues and enquiries
o troubleshooting and resolving non-technical issues
o promptly escalating technical, regulatory or compliance issues
* Working with the quality / regulatory team to ensure customer complaints, feedback, incidents and notifiable events are handled in compliance with the company's SOPs for post-market surveillance, ISO 13485 and EU MDR
* Working closely with supply chain, customer success, and commercial teams to ensure a positive customer experience
Requirements
Skills & Competencies
Essential:
* Excellent operations and project management skills, including high levels of accountability for delivery
* Strong prioritisation and organisation skills
* Ability to identify, triage, escalate as appropriate and resolve operational problems promptly
* Excellent attention to detail
* Strong willingness to learn and understand how our medical device systems, structures and processes work
* Excellent written and verbal communication skills, including communication to stakeholders of different levels of seniority
* Ability to analyse data, identify trends and create reports
* Excellent customer service skills; personable, positive and professional
* Collaborative approach to teamwork
* Familiar with using generative AI tools (in work or personal context), preferably working with AI agent workflows
Qualifications & Experience
Essential:
* Degree-level educational qualification, or equivalent experience
* Strong experience working in an operational and/or project management function, such as customer operations, logistics, supply chain, project management or customer service
* Experience working in a role with significant levels of contact with external parties such as customers or suppliers
Desirable:
* Experience working within a quality management system (ISO 13485 or ISO 9001) or in a regulated industry
* Familiarity working with ERP systems
* Experience working with CRM systems
* Experience working primarily with medical devices (but experience in biotechnology, pharmaceuticals, healthcare or engineering is also relevant)
* Experience dealing with NHS, academic or pharmaceutical customers
* Experience working with Tableau, PowerBI or other Business Intelligence software
* Experience working in a rapidly growing or early-stage company
* Experience working across different cultures and markets
Other Requirements
* Legally eligible to work in the UK without sponsorship. Please note that we are open to sponsoring colleagues to move from an unsponsored visa to a Skilled Worker Visa once they have passed their probationary review
* Will need to be able to work in person in the Cambridge office 4 days / week
Note to Applicants
* We read all applications carefully - including your free-text answers - in evaluating your application. Please make sure you spend some time answering these questions carefully
* Please answer questions truthfully. Dishonesty is fundamentally against our values
* We appreciate that some candidates may hesitate to apply because they may feel that they might not meet all of the required criteria or be competitive enough. If this is you, please don't shy away from applying - we would really like to hear from you!
Closing date for applications: Thursday 19th June 2025
Benefits
* Flexible working hours to support your work preferences
* Hybrid working as per requirements above
* Beautiful award-winning Cambridge UK office stocked with quality drinks & snacks
* Work from abroad for 1 week per year
* Buy / sell up to 5 days annual leave
* Generous individual personal development budget + dedicated development days
* Mental Health support: wellbeing support and free 24/7 access to qualified counsellors and advisors
* Wellness programme
* Coaching and mentoring
* Team events and celebrations
* 25 days annual leave + 8 public holidays
* Pension: TidalSense contributes 5% of qualified earnings
* Annual performance-based bonus
* Discretionary share options scheme
Salary £40,000 - £50,000 (depending On Experience)
TidalSense operates a fair pay structure to ensure our colleagues are paid equitably and competitively for their skill, expertise and experience. Successful candidates will be offered this role at the appropriate grade, based on both their resume experience and our judgement of their performance level through the assessment process
Seniority level
* Seniority level
Entry level
Employment type
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IT Services and IT Consulting
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