Customer Ops Manager

Description

Job Summary: Customer Ops Manager focused on data governance, operational efficiency, automation, and continuous improvement to elevate customer experience. Key Highlights: 1. Lead automation and process optimization projects 2. Ensure data governance and reliability for the Customer Hub 3. Enhance customer quality and experience through data and training Description: Qualifications and Skills: * Experience in CX or CS operations, with focus on efficiency, data, and process improvement; * Experience leading cross-functional teams and executing operational transformation projects; * Analytical mindset to work with KPIs and performance metrics; * Strong communication skills and ability to collaborate across different company departments. Preferred Qualifications: * Experience with CRM \- Hubspot is a plus; * Experience with AI and automations applied to customer support and success operations; * Knowledge of continuous improvement methodologies (Lean, Six Sigma, Kaizen); * Proficiency in BI and data analysis tools (Power BI, Tableau, Looker); * Passion for customer centricity, NPS, and retention strategies. As a Customer Ops Manager, you will ensure data governance and reliability for the Customer Hub, supporting strategic decision-making. Drive operational efficiency by reducing rework and leading automation and process optimization projects. Elevate customer quality and experience by empowering and supporting CX/CS teams with data, rituals, and training. Serve as the bridge between technology, product, and operations—translating business needs into scalable solutions. Finally, lead continuous improvement initiatives, always pursuing productivity, customer delight, and retention. Your Responsibilities: * Build and manage the team responsible for continuous improvement across the Customer Hub Directorate; * Create and maintain dashboards and reports that provide reliable operational visibility; * Implement automation and AI to make processes faster and more efficient; * Map and document customer support and success journeys, creating clear playbooks and standards; * Support goal-setting and performance rituals, ensuring focus on results; * Monitor support quality and develop training programs to raise team excellence. 2511150202461792930