Customer Success Operations Manager

2 weeks ago

Pittsburgh, Pennsylvania, United States iLocatum Full time

Customer Success Operations Manager

As an essential contributor to the Customer Success Operations division at iLocatum, you will be instrumental in guiding enterprise and functional initiatives that require strong leadership within the Customer Success domain.

Your role will involve prioritizing tasks, synthesizing data, and presenting analytical insights, alongside managing resources and maintaining ownership of processes.

You will take the lead on various initiatives, utilizing your project management expertise to navigate projects from inception through design, planning, execution, and evaluation.

Collaboration with functional leaders across the organization is crucial, as you will work towards enhancing our overall operational effectiveness.

Your focus will include spearheading functional projects aimed at ensuring excellence in service delivery across multiple teams, such as Customer Success, Sales Success, and Order Success.

This will involve the implementation of new tools and programs, including technology upgrades, performance management systems, quality improvement initiatives, product rollouts, and employee engagement strategies.

Your responsibilities will also encompass measuring the business and financial impacts of these implementations.


Key Responsibilities:
  • Oversee projects to achieve operational efficiencies, process enhancements, and capability development through cross-functional leadership.
  • Formulate strategic initiatives, tools, and methodologies to attain service excellence, evaluated by key performance indicators (KPIs) such as NPS and CSAT.
  • Design and manage processes to boost productivity and efficiency across Customer Success teams.
  • Examine service systems and structures to pinpoint areas for future enhancement.
  • Establish clear project objectives, develop actionable plans, and validate metrics to determine optimal strategies for achieving business goals.
  • Assess operational processes in collaboration with IT and Customer Success teams to enhance effectiveness and quality, ensuring sustainability.
  • Identify opportunities for future improvements, introducing innovative solutions to processes to drive results and support business objectives.
  • Provide implementation support, including training delivery, updates to process documentation, and creation of process flows.
  • Communicate effectively, ensuring clear and concise messaging to align and engage stakeholders throughout the process.
  • Apply change management principles and facilitate adoption across all projects and activities.

Skills & Knowledge:
  • Experienced operations manager with a solid understanding of service operations, customer service, performance standards, and financial analysis/forecasting.
  • Clear, concise, and professional communication skills to achieve effective outcomes.
  • Ability to manage multiple projects and deadlines in a fast-paced, dynamic environment.
  • Exceptional indirect coaching and mentoring abilities, influencing cross-functionally and within the department without direct authority.
  • Proven leadership capabilities with innovative problem-solving skills.
  • Demonstrated process-oriented mindset 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 relevant experience in managing a customer-facing operation.

OR

A minimum of 10 years of relevant experience, including 5-7 years of management within a front-line customer-facing operation across various service channels.

Proficiency in Microsoft applications, including Outlook, Teams, Word, Excel, PowerPoint, Power BI, and Teams.

Preferred experience in platforms such as Sales Cloud, Service Cloud, etc., and CCaaS platforms.

Willingness to travel to support operations locations and customer events as necessary.

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