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Senior Manager, Customer Success Programs & Operations
Location:
SYR or Remote northeast
Department: Customer Success, Financial Institutions
Reports To: Director, Customer Success
About the Role
We are seeking a Senior Manager, Customer Success Programs & Operations to help scale and
operationalize customer experience initiatives across the organization. This role serves as a strategic partner responsible for leading cross-functional programs, building alignment among stakeholders, establishing repeatable processes, and ensuring initiatives successfully move from concept to adoption. The ideal candidate is a systems-thinker and strong relationship builder who can navigate ambiguity, influence without authority, create organizational buy-in, and drive initiatives through execution and long-term sustainment.
Key Responsibilities
· Lead cross-functional programs from planning through implementation and adoption
· Build stakeholder alignment across departments and leadership levels
· Drive accountability, follow-up, and execution across multiple initiatives simultaneously
· Develop governance structures, workflows, SOPs, and operating procedures
· Create communication, training, and adoption plans for new initiatives
· Identify risks, dependencies, and implementation challenges before they impact progress
· Partner with business leaders to translate customer insights into operational improvements
· Support reporting, measurement, and continuous improvement efforts
· Recommend and implement process improvements that improve the customer experience
What Will Make Someone Successful
· Exceptional relationship-building and communication skills
· Ability to influence stakeholders without direct authority
· Strong business judgment and problem-solving skills
· Comfortable operating in a fast-paced, evolving environment
· Ability to anticipate needs, identify opportunities, and develop solutions independently
· Strong organizational and project management capabilities, systems-thinker
· Experience leading change and driving adoption of new processes or initiatives
· Ability to balance strategic thinking with hands-on execution
· Demonstrated interest in using emerging tech to solve business problems
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