Senior Manager, Customer Success Operations

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

📋 Description

• Oversee and guide a team of Program Managers, each responsible for specific operational programs within the Global Services portfolio.

• Establish clear expectations regarding execution quality, reporting standards, escalation procedures, and collaborative work across functions.

• Ensure uniform implementation of standard processes, playbooks, and governance practices throughout the team’s programs.

• Define, manage, and enhance the standard operational processes for Customer Success, which include playbooks, SOPs, process maps, templates, and job aids.

• Take ownership of the internal and customer-facing reporting framework for Customer Success, determining frequency, format, narrative standards, and data integrity requirements.

• Assist Service Delivery by ensuring that program management practices are in alignment with SLA/KPI frameworks, governance standards, and escalation protocols.

⛳️ Requirements

• Bachelor’s degree in Business, Operations, Information Technology, or a related field (or equivalent experience).

• 5+ years of experience in a leadership role, managing program managers or operational professionals.

• Solid understanding of service delivery operations, ITIL practices (especially Incident, Problem, Change, and Continual Improvement), and customer success principles.

• Demonstrated ability to foster cross-functional relationships and coordinate efforts among Engineering, Tech Ops, Finance, and Operations teams.

• Experience in defining and managing operational KPIs, reporting schedules, and executive-level dashboards.

🏝️ Benefits

• Employee perks.

• Flexible work arrangements.

• Opportunities for professional development.