Senior Manager, Customer Operations - Remote

Overview

We are seeking an experienced Senior Manager of Customer Operations to lead and develop our customer-facing operational teams, ensuring successful customer implementations and high levels of customer satisfaction.

In Short

• Lead and mentor a cross-functional team of Implementation Managers, Technical Account Managers, and Operations Program Managers.
• Oversee the end-to-end customer implementation process.
• Drive operational excellence and improve team efficiency.
• Collaborate with Sales, Product, and Engineering teams.
• Develop and refine implementation methodologies.
• Guide Technical Account Managers in managing key accounts.
• Establish KPIs and reporting mechanisms.
• Provide regular reporting on team performance to executive leadership.
• Identify trends to inform product and service improvements.
• Contribute to annual planning and budgeting for Customer Operations.

Requirements

• 7+ years of experience in customer operations or technical account management.
• 3+ years of people management experience.
• Proven track record in a B2B environment.
• Strong understanding of project management methodologies.
• Exceptional communication and interpersonal skills.
• Data-driven decision-making approach.
• Bachelor's degree or equivalent experience.
• Experience in SaaS or technology companies preferred.
• Knowledge of change management principles.
• MBA or relevant advanced degree is a plus.

Benefits

• 95% coverage of medical, dental, and vision.
• $250 WFH setup stipend.
• $150/month for cell phone and internet.
• $100/month for wellness.
• No Meeting Wednesday!
• Flexible PTO.
• Team onsites throughout the year.