Customer Success Operations Lead

As a pivotal member of our Customer Success Operations team, you will play a vital role in steering enterprise and functional projects that demand leadership within the Customer Success realm. Your responsibilities encompass the prioritization of tasks, synthesis of data, presentation of trend analyses, resource management, and the maintenance of process ownership models. You will be a key driver and owner of initiatives, employing effective project management skills to guide projects from conception through design, planning, execution, and measurement/monitoring. Collaboration with functional leads across the organization is paramount, ensuring a continuous improvement in our overall operational efficiency.

Your focus will extend to leading functional initiatives aimed at ensuring customer excellence in service delivery across various functional teams, including Customer Success, Sales Success, and Order Success. This involves implementing new tools and programs, such as technology enhancements, performance management frameworks, quality initiatives, product launches, and employee engagement programs. Your role includes measuring the business and financial impact of these implementations.

Key Responsibilities:

• Manage projects to achieve operational efficiencies, process improvements, and capability building through cross-functional team leadership.
• Develop strategic initiatives, tools, and strategies to achieve service excellence measured by key performance indicators (KPIs) such as NPS and CSAT.
• Create and manage processes to enhance productivity and efficiencies across Customer Success work groups.
• Analyze service systems and structures to identify areas for future improvement.
• Set clear project objectives, develop plans, and validate metrics to determine optimal action plans for achieving business targets.
• Evaluate operational processes in partnership with IT and Customer Success teams to drive effectiveness and quality, ensuring sustainability.
• Identify opportunities for future enhancements, introducing innovation into processes to drive results and support business objectives.
• Provide implementation support, including training delivery, process documentation updates, and process flow creation.
• Communicate effectively, cascading messages clearly and concisely to ensure stakeholder alignment and engagement throughout the process.
• Apply change management principles and facilitate adoption across all projects and activities.

Skills & Knowledge:

• Seasoned operations manager with a strong working knowledge of service operations, customer service, performance standards, and financial analysis/forecasting.
• Clear, concise, and professional communication skills to produce effective outcomes.
• Ability to manage multiple projects and deadlines in a fast-paced, dynamic work environment.
• Exceptional indirect coaching and mentoring skills, influencing cross-functionally and within the department without direct authority.
• Proven leadership skills with creative problem-solving abilities.
• Demonstrated process-oriented acumen and excellent organizational skills.
• Ability to influence a diverse workforce and continuously promote employee engagement.
• Effective management and influence skills across a remote workforce.

Minimum Qualifications Required:

• BS or BA in Business Management, Operations, and/or Customer Service, with a minimum of 5 years of related experience in managing a customer-facing operation. OR
• Minimum of 10 years of related experience, including 5-7 years of management within a front-line customer-facing operation across phone, email, and chat service channels.
• Proficiency in Microsoft applications, including Outlook, Teams, Word, Excel, PowerPoint, Power BI, and Teams.
• Preferred experience in Salesforce.com platforms (Sales Cloud, Service Cloud, etc.) and CCaaS platforms (Five 9).
• Must be available to travel to support operations locations (domestic and Canada) as well as customer locations/events as needed.