Customer Operations Manager

Responsibilities

• Lead a team of 7-12 customer success professionals, including individual contributors and emerging leaders, through hiring, training, performance reviews, coaching, and career development.
• Drive strategic initiatives that optimize customer experience and operational efficiency, collaborating with key stakeholders such as Product, Lab, Marketing, Sales, and Legal to streamline processes and remove roadblocks.
• Oversee the implementation and continuous improvement of KPIs and performance metrics, ensuring the team meets or exceeds goals related to customer satisfaction, turnaround time, and service quality.
• Serve as the primary escalation point for complex and high-urgency issues, working cross-functionally to resolve escalations and provide a seamless customer experience.
• Champion process improvement initiatives, identifying opportunities to automate workflows, reduce turnaround times, and enhance overall efficiency in service delivery.
• Collaborate with the Product team to advocate for necessary product developments and enhancements that scale with customer needs, ensuring feedback loops and prioritization align with business goals.
• Use a data-driven approach to identify gaps in individual and team performance, adapting strategies and coaching methods to continuously improve outcomes.
• Foster strong relationships with key clients, ensuring their regional needs are met, and proactively identifying opportunities to strengthen customer loyalty and satisfaction.
• Mentor and coach team members in leadership roles, helping them develop skills necessary for managing their own teams and driving their career growth within the organization.

Qualifications

• Bachelor’s degree required.
• 3+ years of experience in customer success, client services, or a similar customer-facing role.
• Demonstrated success in healthcare, life sciences, or technology industries is highly preferred.
• Strong analytical skills, experience leveraging data tools such as Looker, Salesforce, and other BI platforms is a plus.
• Excellent communication and relationship-building skills, with the ability to influence stakeholders and have critical conversations.
• Strong organizational skills, with the ability to manage multiple priorities and teams in a dynamic environment.
• Bias for action, with a proven ability to navigate complexity and deliver results in a competitive and evolving market.