customer operations manager

Cisco

<div>
 
 Meet the Team
 
 
 
 The Services Supply Chain Customer Delivery Management team comprises world-class technical experts dedicated to helping customers deploy and operate their networks effectively, ensuring an outstanding customer experience. Our Cisco Order Management and Asset Recovery (OMAR) unit is critical for delivering timely hardware replacement support and managing the return of defective units. We are a dynamic, results-driven team whose success is validated through financial results, customer satisfaction, and industry recognition. Joining us means directly contributing to Cisco's operational excellence and customer loyalty in a fast-paced environment.
 
 
 
 Your Impact
 
 
 
 <ul>
 <li>
 Lead the resolution of service logistics escalations, ensuring timely hardware replacements and efficient asset recovery for Cisco's customers and partners.
 </li>
 <li>
 Drive continuous operational improvements, manage backlog, and proactively identify trends to enhance service delivery and customer satisfaction across the region.
 </li>
 <li>
 Leverage expertise in Order Management and Asset Recovery processes to directly contribute to meeting key metrics and maintaining Cisco's profitability.
 </li>
 <li>
 Consistently deliver exceptional service, resolve high-impact issues, and influence cross-functional teams to optimize our supply chain operations.
 
 
 </li>
 </ul>
 
 Minimum Qualifications
 
 
 
 <ul>
 <li>
 BS/MS degree or equivalent practical experience with 2+ years in a related field.
 </li>
 <li>
 Fluency in English (written and verbal).
 </li>
 <li>
 Demonstrated experience in managing operational escalations and complex service logistics issues.
 </li>
 <li>
 Proven ability to analyze operational metrics, identify trends, and drive continuous improvements.
 </li>
 <li>
 Experience with Service Logistics and Order Management tools and processes.
 
 
 </li>
 </ul>
 
 Preferred Qualifications
 
 
 
 <ul>
 <li>
 Ability to work effectively cross-functionally across multiple organizations (e.g., WHS, Sales, Management, and Executive Level).
 </li>
 <li>
 Proven ability to build rapport and influence stakeholders to achieve optimal solutions.
 </li>
 <li>
 Comfortable working with Sales teams, direct Customers, Channel Partners and Third-Party Vendors.
 </li>
 <li>
 Experience collaborating with teams and customers both within and outside the EMEA region.
 </li>
 <li>
 Deep understanding of cultural norms and practices within EMEA to effectively engage with local teams, customers, and partners.
 
 
 </li>
 </ul>
 Why Cisco?
 
 
 At Cisco, we&rsquo;re revolutionizing how data and infrastructure connect and protect organizations in the AI era &ndash; and beyond. We&rsquo;ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
 
 
 Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you&rsquo;ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
 
 
 We are Cisco, and our power starts with you.
</div>

Customer Operations Manager (COM) - EMEA Services & Logistics

Tabby | تابي

<div>
 
 
 Department:
 
 Customer Support Ops
 
 
 
 Location:
 
 KSA
 
 
 
 Compensation:
 
 ر.س17,500 - ر.س22,500 / month
 
 
 
 
 Description
 
 
 
 
 Tabby
 
 creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.
 
 
 The company&rsquo;s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.
 
 
 Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.
 
 Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $3.3 billion.
 
 
 We are looking for a
 
 high-impact Operations Manager
 
 to drive excellence in our customer service operations in KSA. This role is
 
 critical
 
 to ensuring seamless, high-performance contact center operations while delivering an exceptional customer experience.
 
 
 As a
 
 strategic leader
 
 , you will work alongside the Head of the Contact Center to implement
 
 scalable
 
 service strategies, optimize workflows, and enhance operational efficiency. You will be instrumental in achieving
 
 key performance metrics
 
 and setting new standards for customer satisfaction.
 
 
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Lead, mentor, and optimize a team of customer service supervisors and representatives, fostering a high-performance, results-driven environment.
 </li>
 <li>
 Execute and refine customer service strategies to meet and exceed KPIs, including response times, resolution rates, and overall customer satisfaction.
 </li>
 <li>
 Oversee and enhance daily contact center operations across multiple customer touchpoints, including inbound/outbound calls, email, live chat, and social media.
 </li>
 <li>
 Ensure seamless cross-functional collaboration with departments such as Sales, Marketing, and Product to maintain a consistent and customer-centric experience.
 </li>
 <li>
 Drive process improvements by identifying inefficiencies, implementing automation, and optimizing self-service capabilities to elevate customer engagement.
 </li>
 <li>
 Manage escalations with precision, ensuring swift and effective resolution of critical customer issues while reinforcing brand trust and loyalty.
 </li>
 <li>
 Ensure compliance with local regulations, industry standards, and company policies to maintain operational integrity.
 </li>
 <li>
 Contribute to workforce planning, scheduling, and resource allocation, ensuring optimal staffing levels to support fluctuating customer demand.
 </li>
 <li>
 Champion innovation by staying ahead of emerging customer service trends, AI-driven solutions, and digital engagement technologies.
 </li>
 <li>
 Report on operational performance by analyzing data, identifying insights, and presenting strategic recommendations to senior leadership.
 
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 5&ndash;7 years of experience in customer service, including at least 2 years as an Operations Manager overseeing inbound teams and driving performance improvements.
 </li>
 <li>
 Deep expertise in customer service principles, contact center operations, and customer experience management.
 </li>
 <li>
 Bachelor&rsquo;s degree in Business Administration or a related field.
 </li>
 <li>
 Proven ability to optimize KPIs such as customer satisfaction scores, response times, and first-contact resolution rates.
 </li>
 <li>
 Bilingual fluency in English and Arabic (both written and verbal).
 </li>
 <li>
 Strong technical acumen, with proficiency in CRM systems, contact center technologies, and workforce management tools.
 </li>
 <li>
 Exceptional leadership skills, with a track record of building, motivating, and scaling high-performing teams.
 </li>
 <li>
 Sharp analytical and problem-solving abilities, with a customer-first approach to decision-making.
 </li>
 <li>
 In-depth knowledge of local market dynamics, regulatory requirements, and cultural nuances in customer interactions within the Middle East.
 </li>
 </ul>
 This is a role for a bold, proactive leader who thrives in fast-paced, high-growth environments. If you're ready to transform customer service operations and lead a world-class team, we want to hear from you.
</div>

Customer Service Operations Manager - Contact Center - Saudi National

<div>
 
 Department:
 
 Customer Support Ops
 
 
 
 Employment Type:
 
 Full Time
 
 
 
 Location:
 
 KSA
 
 
 
 Reporting To:
 
 Romans Solovjovs
 
 
 
 Compensation:
 
 ر.س17,500 - ر.س22,500 / month
 
 
 
 Description
 
 
 
 
 Tabby
 
 creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.
 
 
 The company&rsquo;s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.
 
 
 Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.
 
 
 Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $3.3 billion.
 
 
 We are looking for a
 
 high-impact Operations Manager
 
 to drive excellence in our customer service operations in KSA. This role is
 
 critical
 
 to ensuring seamless, high-performance contact center operations while delivering an exceptional customer experience.
 
 
 As a
 
 strategic leader
 
 , you will work alongside the Head of the Contact Center to implement
 
 scalable
 
 service strategies, optimize workflows, and enhance operational efficiency. You will be instrumental in achieving
 
 key performance metrics
 
 and setting new standards for customer satisfaction.
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Lead, mentor, and optimize a team of customer service supervisors and representatives, fostering a high-performance, results-driven environment.
 </li>
 <li>
 Execute and refine customer service strategies to meet and exceed KPIs, including response times, resolution rates, and overall customer satisfaction.
 </li>
 <li>
 Oversee and enhance daily contact center operations across multiple customer touchpoints, including inbound/outbound calls, email, live chat, and social media.
 </li>
 <li>
 Ensure seamless cross-functional collaboration with departments such as Sales, Marketing, and Product to maintain a consistent and customer-centric experience.
 </li>
 <li>
 Drive process improvements by identifying inefficiencies, implementing automation, and optimizing self-service capabilities to elevate customer engagement.
 </li>
 <li>
 Manage escalations with precision, ensuring swift and effective resolution of critical customer issues while reinforcing brand trust and loyalty.
 </li>
 <li>
 Ensure compliance with local regulations, industry standards, and company policies to maintain operational integrity.
 </li>
 <li>
 Contribute to workforce planning, scheduling, and resource allocation, ensuring optimal staffing levels to support fluctuating customer demand.
 </li>
 <li>
 Champion innovation by staying ahead of emerging customer service trends, AI-driven solutions, and digital engagement technologies.
 </li>
 <li>
 Report on operational performance by analyzing data, identifying insights, and presenting strategic recommendations to senior leadership.
 
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 5&ndash;7 years of experience in customer service, including at least 2 years as an Operations Manager overseeing inbound teams and driving performance improvements.
 </li>
 <li>
 Deep expertise in customer service principles, contact center operations, and customer experience management.
 </li>
 <li>
 Bachelor&rsquo;s degree in Business Administration or a related field.
 </li>
 <li>
 Proven ability to optimize KPIs such as customer satisfaction scores, response times, and first-contact resolution rates.
 </li>
 <li>
 Bilingual fluency in English and Arabic (both written and verbal).
 </li>
 <li>
 Strong technical acumen, with proficiency in CRM systems, contact center technologies, and workforce management tools.
 </li>
 <li>
 Exceptional leadership skills, with a track record of building, motivating, and scaling high-performing teams.
 </li>
 <li>
 Sharp analytical and problem-solving abilities, with a customer-first approach to decision-making.
 </li>
 <li>
 In-depth knowledge of local market dynamics, regulatory requirements, and cultural nuances in customer interactions within the Middle East.
 
 
 
 </li>
 </ul>
 This is a role for a bold, proactive leader who thrives in fast-paced, high-growth environments. If you're ready to transform customer service operations and lead a world-class team, we want to hear from you.
</div>

2P Perfect Presentation

<div>
 
 
 
 Job scope:
 
 
 
 
 
 
 
 The CX Operations Manager is responsible for overseeing the day-to-day operations of a contact centers, ensuring that all service level agreements and performance metrics are met. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of contact center operations. The ideal candidate will have experience in managing a team of contact center agents, optimizing processes, and implementing strategies to improve customer satisfaction and operational efficiency.
 
 
 
 
 
 
 
 Job responsibilities:
 
 
 
 <ul>
 <li>
 Manage and supervise a team of contact center agents, team leads, and supervisors, and ensuring high levels of customer service and productivity
 </li>
 <li>
 Develop and implement strategies to improve operational efficiency and meet service level agreements
 </li>
 <li>
 Monitor and analyze key performance indicators to identify areas for improvement and implement corrective actions, and analyze the outcome and take the proper actions using COPC corrective action approach
 </li>
 <li>
 Ensure adherence to company policies and procedures, including quality assurance standards
 </li>
 <li>
 Handle escalated customer inquiries or complex issues, ensuring prompt resolution.
 </li>
 <li>
 Provide coaching and training to contact center agents to enhance their skills and performance
 </li>
 <li>
 Foster a positive work environment that encourages employee engagement, motivation, and retention.
 </li>
 <li>
 Prepare and present reports on contact center performance to senior management
 </li>
 <li>
 Manage staffing levels, shift schedules, and resource allocation to meet customer demand effectively according to WFM schedule to maintain the Center KPI&rsquo;s.
 </li>
 <li>
 Manage contact center budget, including forecasting and cost control
 </li>
 <li>
 Drive initiatives to enhance the overall customer experience.
 </li>
 <li>
 Stay updated with industry trends and best practices in contact center operations
 </li>
 </ul>
 
 
 
 
 
 
 
 
 
 Job Requirements:
 
 
 
 <ul>
 <li>
 5 years of proven experience in contact center management.
 </li>
 <li>
 Fluency in English.
 </li>
 <li>
 COPC Certificate is highly preferred.
 </li>
 <li>
 Exceptional leadership, communication, and problem-solving skills.
 </li>
 <li>
 Experience with Business Process Outsourcing (BPO)
 </li>
 <li>
 Ability to develop and implement strategies to improve customer satisfaction and operational efficiency.
 </li>
 <li>
 Familiarity with contact center software and technological solutions.
 </li>
 <li>
 Ability to thrive in a fast-paced environment and adapt to change.
 </li>
 </ul>
</div>

CX Operations Manager

Bosman

Wil jij echt impact maken binnen een organisatie in transitie, waarbij jouw leiderschap bepalend is voor de koers en saamhorigheid van meerdere locaties? Ben jij een mensgerichte leider die energie haalt uit het coachen van teamleiders en het verbeteren van processen? Wekt dit jouw interesse? Lees dan verder want voor onze Klantcontact afdeling zoeken wij een Operations Manager Klantcontact voor ons locatie in Maarssen. Over de functie Als Operations Manager Klantcontact heb je een grote scope en impact: je bent verantwoordelijk voor de dagelijkse operatie en voor de ontwikkeling van de teams (ongeveer 50 FTE). Daarbij geef jij direct leiding aan meerdere teamleiders (3 a 4 FTE) en werk je nauw samen met de andere Operations Managers en collega's in Eindhoven en Sittard. Daarnaast fungeer jij als het aanspreekpunt en visitekaartje van onze locatie in Maarssen. Overige werkzaamheden: <ul> <li>Uniformiteit creëren: zorgen dat de verschillende locaties volgens dezelfde manier van werken opereren, in samenwerking met de andere Operations Managers.</li> <li>Coachen en begeleiden van teamleiders: ontwikkelen van leiderschap, performance en medewerkerstevredenheid.</li> <li>Verbeteren van saamhorigheid: verder bijdragen aan een positief "Bosman-gevoel" en het verder verhogen van de medewerkers- en klanttevredenheid.</li> <li>Procesoptimalisatie: structureel verbeteren van processen en prestaties, met ruimte om eigen initiatieven door te voeren.</li> <li>Klantgerichtheid waarborgen: het continu verbeteren van klanttevredenheid en samenwerking met Operations Managers.</li> <li>Uitwerken van strategische en tactische plannen: Een belangrijk onderdeel is de omni-channel klantstrategie.</li> </ul> Als Operations Manager Klantcontact ben je zichtbaar binnen de organisatie en krijg je de kans om zowel op operationeel als strategisch niveau impact te maken. Je vertaalt de prioriteiten vanuit het MT naar concrete acties en duidelijke richting voor je teams. Daarnaast verzorg je zelf kwartaalpresentaties aan het management en draag je actief bij aan het behalen en aanscherpen van KPI's. Je rapporteert rechtstreeks aan de Manager Customer Service en voert je werkzaamheden uit in dagdienst. Wat vragen wij van jou <ul> <li>HBO werk- en denkniveau;</li> <li>Minimaal 3 jaar ervaring in een vergelijkbare rol van Operations Manager inclusief aantoonbare leidinggevende ervaring;</li> <li>Ervaring met verandermanagement en/of proces optimalisatie;</li> <li>Goede beheersing van de Nederlandse en Engelse taal in woord en geschrift;</li> <li>Een sterke peoplemanager die anderen weet te enthousiasmeren en communicatief vaardig is.</li> </ul> Wat bieden wij jou Een instroomsalaris tussen de € 4.845,00 en de € 6.500,00 op basis van 40 uur, gebaseerd op jouw ervaring. Daarnaast bieden wij goede secundaire arbeidsvoorwaarden die bijdragen aan een prettige werkomgeving en jouw welzijn. Je wordt deel van een hecht team met een aanstekelijk en positief werkklimaat, waarin we samen mooie prestaties neerzetten en die successen ook met elkaar vieren. Om het gevoel van saamhorigheid te versterken, organiseren we regelmatig diverse leuke evenementen, zodat we niet alleen tijdens het werk, maar ook daarbuiten voor elkaar klaarstaan. Daarnaast bieden we de volgende secundaire arbeidsvoorwaarden aan: <ul> <li>30 vakantiedagen per jaar op basis van een 40-urige werkweek;</li> <li>Een solide pensioenregeling, waarbij wij 75% van de premie vergoeden;</li> <li>Reiskosten vanaf 10km enkele reis met een maximum van 30km enkele reis;</li> <li>Thuiswerkvergoeding van € 2,35 per thuiswerkdag;</li> <li>Sporten met korting via FiscFree;</li> <li>Mogelijkheid om gebruik te maken van onze leasefietsregeling;</li> <li>Toegang tot online trainingen via GoodHabitz om jezelf te blijven ontwikkelen;</li> <li>Wekelijks gratis vers fruit.</li> </ul> Solliciteren Wij zoeken een collega die deze uitdaging met beide handen wil aanpakken. Past deze functie bij jou? En voel jij je straks thuis bij Bosman? Vul dan snel het sollicitatieformulier in met jouw gegevens. We kijken uit naar je sollicitatie, inclusief motivatie en CV. De eerste stap is een oriënterend (telefonisch) gesprek met onze recruiter. Daarna maak je kennis met je direct leidinggevende en je collega Operations Manager Klantcontact. Zijn wij beide enthousiast? Dan volgt een assessment om je nog beter te leren kennen. Na deze stap volgt er een gesprek met ons Operationeel Directeur en HR. Bij Bosman & MediReva staat de veiligheid van onze klanten en medewerkers altijd voorop. Daarom vragen wij bij indiensttreding om een Verklaring Omtrent het Gedrag (VOG) en voeren wij een referentiecheck uit.

Operations Manager Klantcontact

Infosys BPM

<div>
 
 🚀
 
 Walk-In Drive @ Infosys BPM Launch Your Career in Customer Support!
 
 
 
 
 
 
 📍
 
 Locations:
 
 Bangalore (Interview),
 
 Job Locations
 
 : Bangalore
 
 
 🗓️
 
 Walk-In Dates:
 
 3rd Dec 2025, 5th Dec 2025.
 
 
 ⏰
 
 Time:
 
 10:00 AM to 1:00 PM
 
 
 🏢
 
 Venue:
 
 
 Infosys BPM Limited,
 
 
 
 
 No. 40/P-41/P, Building # : 68, Gate #: 2 electronic City phase 2, Industrial Area, Konappana Agrahara, Bangalore 560100.
 
 
 
 
 
 
 
 Landmark:
 
 : In Between Sunik Industries and Tejas Networks
 
 
 
 
 
 🔔
 
 Mode:
 
 100% Work from Office (WFO)
 
 
 
 
 
 
 About the Role:
 
 
 
 We are looking for a seasoned
 
 Operations Manager (JL-5)
 
 with strong expertise in managing large-scale customer service operations across omni-channel platforms. The ideal candidate will have proven leadership experience and a deep understanding of operational excellence in a dynamic environment.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Lead and manage operations for
 
 customer service domain
 
 across
 
 voice, chat, and email channels
 
 .
 </li>
 <li>
 Drive performance and ensure adherence to SLAs and KPIs.
 </li>
 <li>
 Manage a team of
 
 80+ FTEs
 
 , ensuring high engagement and productivity.
 </li>
 <li>
 Collaborate with clients and internal stakeholders for seamless delivery.
 </li>
 <li>
 Implement process improvements and leverage technology for efficiency.
 </li>
 </ul>
 
 
 
 
 
 Required Qualifications:
 
 
 <ul>
 <li>
 
 Minimum 12 years
 
 of experience in operations.
 </li>
 <li>
 At least
 
 2 years as JL-5 Operations Manager
 
 (must be an experienced manager, not aspiring).
 </li>
 <li>
 Strong experience in
 
 omni-channel platforms
 
 (voice, chat, email).
 </li>
 <li>
 Preferably with
 
 SaaS exposure
 
 .
 </li>
 <li>
 Excellent communication and stakeholder management skills.
 </li>
 <li>
 Strong analytical skills and understanding of
 
 technical platforms and telephony channels
 
 .
 </li>
 <li>
 Proven ability in
 
 team performance management
 
 and SLA adherence.
 </li>
 </ul>
 
 
 
 
 📝
 
 Mandatory Documents to Carry
 
 
 
 
 
 <ul>
 <li>
 Updated
 
 printout of your resume
 
 </li>
 <li>
 Any
 
 2 government-issued photo IDs
 
 (PAN / Aadhar / Voter ID / Passport)
 </li>
 <li>
 
 All original academic documents
 
 for verification:
 </li>
 <li>
 &rtrif; 10th &amp; 12th Marksheets
 </li>
 <li>
 &rtrif; Graduation (All Semesters, CMM, Provisional &amp; Degree Certificate)
 </li>
 </ul>
 
 ⚠️ Laptops &amp; cameras are
 
 not permitted
 
 due to security restrictions.
 
 
 Government ID is
 
 mandatory for entry
 
 into the campus.
 
 
 
 
 
 📌
 
 How to Attend the Walk-In
 
 
 
 
 
 <ul>
 <li>
 
 Carry a copy of this email/invitation
 
 </li>
 <li>
 
 Register your application in advance
 
 </li>
 <li>
 Walk into the
 
 Infosys Bangalore Electronic city Phase 2 office
 
 
 on
 
 3rd Dec 2025, 5th Dec 2025 between
 
 10:00 AM 1:00 PM
 
 </li>
 </ul>
 
 
 
 
 🌟 Why Infosys BPM?
 
 
 
 
 <ul>
 <li>
 💼 Work with a global brand
 </li>
 <li>
 📚 Extensive training &amp; upskilling programs
 </li>
 <li>
 🚀 Fast-track career growth in tech support or customer success
 </li>
 <li>
 🌏 Dynamic, inclusive, and team-oriented culture
 </li>
 </ul>
 
 
 
 
 
 Come build your career with Infosys BPM. Lets grow, together.
 
 
 
 
 
 
 We cant wait to meet you!
 
 
 
 
 
 
 Warm Regards,
 
 
 
 
 Talent Acquisition Team
 
 
 
 📩
 
 Infosys BPM Ltd.
 
 
 
 💼
 
 Human Resources | INFY HR
 
 
 
 🌐
 
 www.infosysbpm.com
 
 
 
 📍
 
 Bangalore | Pune | Global Locations
 
 
 
 
 Transforming Talent | Empowering Careers
 
 
</div>

Walk-In Drive - Operations Manager - Customer Support - 12 to 15 yrs exp

Marcura

<div>Purpose of the role
Part of the customer success leadership team, supporting the heads of Customer Success to meet efficiency and service-level targets on key processes including customer health, renewals, churn risk, onboarding and customer feedback surveys. 
Process-focused, and tech-savvy role, responsible for enabling our Customer Success team work smarter, scale faster, and deliver exceptional customer experiences. 
Owner of the Gainsight platform and Customer Success tech stack, champion AI-driven solutions, optimize workflows, and provide insights that drive retention, adoption, and growth. 
The operational engine behind the customer success team&mdash;equipping them with the tools, data, AI capabilities, and processes they need to make customers successful at scale
Requirements<ul><li>Qualification and Education: Gainsight University , Familiarity with MEDDIC an advantage</li><li>5+ years in Customer Success, or equivalent field, with 2+ years in Customer Success Operations</li><li>Expert technical Gainsight CS skills (admin configuration, automation)
</li><li>Experience with Salesforce, BI tools (Power BI or equivalent), and customer communication tools.
</li><li>Experience implementing or managing AI-based solutions in a customer success context.
</li><li>Strong analytical and project management skills</li><li>Familiarity with Intercom or equivalent (e.g. Gainsight PX)</li><li>Strong communication and change management capabilities</li></ul> 
Job Responsibilities<ul><li>Act as advisory to heads of Customer Success to increase efficiencies, proactively recommend best practices, and identify opportunities for improvement across different Customer Success teams
</li><li>Implement technical changes and updates within Gainsight, manage Customer Success operations resources and guide other Gainsight admins
</li><li>Collaborate with internal teams and colleagues including Salesforce, Data and Product to ensure alignment of data flows and technology. Represent Customer Success in company-wide process, technology and data initiatives.
</li><li>Provide regular training to Customer Success Managers, maintain a feedback loop for improvement and drive Gainsight adoption
</li><li>Ensure data integrity throughout the Customer Success tech stack
</li><li>Maintain a relationship with Gainsight and any other relevant vendors, participate in networks and keep up to date with Customer Success industry trends
</li><li>May be assigned as Customer Success Manager for some customers</li></ul> 
Key Success Factors / impact
<ul><li>Delivery of Gainsight technical requests (time and quality)
</li><li>Number of customers per CSM (improved ratio)
</li><li>Feedback from Customer Success Managers on tech stack
</li><li>Gainsight adoption trends</li></ul> 
Benefits
What You&rsquo;ll Gain<ul>
<li>
Exposure to strategic, monetization, and commercial product development.</li>
<li>Mentorship from experienced product and growth leaders.</li>
<li>The opportunity to see the full product lifecycle, from discovery to revenue impact.</li>
<li>The chance to make a measurable impact on business and customer KPIs.</li></ul></div>

Customer Success Operations Lead

Search 10000+ Customer operations manager jobs near you this December. New roles added regularly across leading industries. Apply today.

10000 customer operations manager jobs NEAR_ME

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CX Operations Manager

Operations Manager Klantcontact

Walk-In Drive - Operations Manager - Customer Support - 12 to 15 yrs exp

Customer Success Operations Lead