Customer Ops Manager

Description

Job Summary: This Customer Ops Manager will be responsible for ensuring data governance of the Customer Hub, driving operational efficiency, elevating customer experience, and leading continuous improvement initiatives. Key Highlights: 1. Lead continuous improvement and data governance for the Customer Hub. 2. Drive operational efficiency through process automation and optimization. 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; * Proven leadership of cross-functional teams and execution of operational transformation projects; * Analytical mindset to work with KPIs and performance metrics; * Strong communication skills and ability to collaborate across different company functions. Preferred Qualifications: * Experience with CRM — Hubspot is a plus; * Experience with AI and automation 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 within the Customer Hub to support strategic decision-making. Drive operational efficiency by reducing rework and leading automation and process optimization initiatives. 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 focused on productivity, customer delight, and retention. Your Responsibilities: * Build and manage the team responsible for all continuous improvement efforts within the Customer Hub Directorate; * Design 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 to maintain results-oriented focus; * Monitor service quality and develop training programs to elevate team excellence. 2511150202461792930