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Head of Customer Success Operations
2 months ago
At Ouster, we are dedicated to developing advanced sensors and tools that empower engineers, roboticists, and researchers to enhance safety and efficiency in the world. Our innovative approach has revolutionized LIDAR technology, transforming it from a complex analog device into a streamlined digital solution utilizing a single chip-scale laser array and a CMOS sensor. This advancement has resulted in a comprehensive suite of high-resolution LIDAR sensors that provide exceptional imaging capabilities at a significantly reduced cost. Our cutting-edge sensor hardware and vision algorithms are integral to various applications, including autonomous vehicles and drones.
The Manager of Global Customer Success Operations plays a vital role within our Customer Success Organization. This position is primarily focused on overseeing the global team of customer success engineers who support Ouster Lidar sensors. The ideal candidate will possess a strong background in both hardware and software support, experience collaborating with third-party repair centers, and a process-oriented mindset.
Key Responsibilities:- Lead the support team in addressing all incoming customer inquiries.
- Engage with customers to ensure the resolution of their concerns.
- Facilitate escalations to our Hardware/Software Engineering Teams as necessary.
- Analyze customer requests and product performance trends, sharing insights with internal Product, Engineering, and Partnerships teams to foster continuous improvement.
- Monitor customer satisfaction levels and manage the support team's performance to guarantee an outstanding customer experience.
- Develop and maintain policies, procedures, training manuals, and support-related resources.
- Establish and oversee processes for third-party repair center support.
- Recruit and train Technical Support Engineers.
- Ensure timely and accurate submission of all reports in accordance with company policy.
- Adhere to company policies and procedures consistently.
- Minimum of 1 year of management experience.
- Bachelor's degree in Engineering (mechanical, optical, electrical, etc.), Computer Science, or a related field.
- Experience working with contract manufacturers or third-party repair centers is advantageous.
- Strong critical thinking and problem-solving abilities.
- Excellent communication skills with both customers and internal stakeholders.
- Process-oriented approach.
- Proven decision-making and leadership skills.
- Effective conflict resolution capabilities.
- Customer-focused mindset.
- Ability to adapt to changing circumstances.
Compensation for this role ranges from $150,000 to $190,000 annually, depending on skills, experience, location, and qualifications. This position may also be eligible for equity and benefits.
Ouster is committed to fostering a diverse workforce and is an Equal Employment Opportunity employer. We do not make employment decisions based on race, color, religion, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military status, or any other basis protected by local, state, or federal laws. We strive to maintain a healthy and safe workplace and prohibit any form of harassment.
