Customer Operations Manager

📋 Description

• Lead root cause analysis (RCA) of operational breakdowns, workflow gaps, and recurring customer
• Design and roll out new operational processes, playbooks, and improvement initiatives based on
• Partner with Product and Engineering to propose and validate product changes or workflow updates
• Monitor key KPIs and operational metrics using dashboards and basic SQL; proactively spot trends
• Collaborate cross-functionally to ensure solutions are effectively implemented and measured for
• Create and maintain clear documentation, training materials, and rollout plans to enable continuous

🎯 Requirements

• Proven experience in operations, customer support, process improvement, or business
• Strong problem-solving and RCA skills; comfortable owning end-to-end process change
• Proficiency with basic SQL and dashboarding tools (e.g., Looker, Tableau, Mode) to track metrics
• Exceptional communication and collaboration skills: able to lead change across cross-functional and
• Strong sense of ownership and bias for action: you don’t just spot issues, you solve them
• Bonus: experience implementing new processes or customer-facing solutions in a tech or

🎁 Benefits

• Medical, dental, and vision insurance (multiple plans, incl. HSA options)
• Company-paid life and disability insurance (short- and long-term)
• Voluntary insurance: accident, critical illness, hospital indemnity
• Optional supplemental life insurance for self, spouse, and children
• Pet insurance discount
• 401(k)