Operations Manager

Operations Manager – Job Summary

We’re looking for an Operations Manager to lead the implementation of a Customer Success Platform. This role requires expertise in analytics, process optimization, and platform configuration to ensure a successful rollout and measurable ROI. You’ll collaborate with cross-functional teams, document processes, and drive improvements using data and metrics.

Responsibilities:

• Oversee the implementation and configuration of the Customer Success Platform
• Develop SOPs defining roles for different user types (CSM vs. Admin)
• Create and execute test plans for platform validation
• Manage ongoing maintenance, process improvements, and tool enablement
• Coordinate cross-functional teams to align on deliverables and project goals
• Identify risks, manage scope changes, and develop contingency plans

Requirements:

• 3+ years in operations or project management, preferably in Customer Success
• Experience with Salesforce, CRM, and Customer Success tools (Gainsight, Planhat, Churnzero, etc.)
• Strong process improvement and stakeholder management skills in complex organizations
• Ability to work autonomously in a fully remote environment
• Experience with Agile and Predictive methodologies
• PMP, PMI-ACP, or similar certification preferred
• Experience with JIRA and SaaS-based organizations is a plus