Customer Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Initiate, lead, execute, and oversee programs and projects across Customer Success, Services, and Support.

• Contribute to the implementation and optimization of tools and processes for customer experience teams.

• Lead documentation efforts and enablement initiatives.

• Collaborate with teams in Customer Experience, Marketing, Sales, Product, Engineering, and IT/Operations.

• Establish and sustain reporting mechanisms for key performance metrics across weekly, monthly, quarterly, and annual reviews.

• Support managers in executing reports and conveying insights effectively.

• Develop and implement strategies aimed at maximizing customer product adoption, retention, and expansion opportunities.

• Create and deliver training programs for members of the Customer Experience team.

• Lead long-term, large-scale initiatives and short-term, quick-win projects through ideation, planning, delivery, enablement, and evaluation.

⛳️ Requirements

• Over 5 years of experience in Operations, Project Management, Customer Success, and/or Consulting.

• Strong project management capabilities, with the ability to handle multiple concurrent programs, deadlines, dependencies, and stakeholders.

• Proven ability to build and scale tools and process automations, particularly leveraging AI.

• Strong data fluency, with the capacity to generate, analyze, and interpret reports from CSM tools such as Salesforce, PSA tools like Certinia, and product usage and customer feedback utilities such as Pendo.

• Demonstrated experience in owning the implementation, maintenance, and training of software tools for customer success and professional services.

• Experience collaborating with leaders and executives across various functions in a technology company.

• Bachelor's degree or equivalent qualification.

• Preferred: experience in aviation, aerospace, or a related technical industry.

• Preferred: experience engaging with customers in technical or highly specialized sectors.

• Preferred: experience in post-acquisition integration of customer-facing teams and processes, particularly in B2B SaaS environments.

• AI power-user capable of building solutions and teaching others.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote working options.

• Professional development opportunities and training programs.

• Collaborative and inclusive company culture.

• Competitive salary and performance-based bonuses.