Customer Success Operations Manager
New
T
ThumbtackHome Services
Remote, Philippines, Comfort working across time zones with global stakeholdersFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 8+ years of people leadership; at least 2 years managing other managers or team leads.
- Required Skills
- Data AnalysisPeople ManagementOperations ManagementCoachingProcess improvementCustomer Success
Requirements
- 8+ years of people leadership experience in a high-volume, performance-driven operations environment.
- At least 2 years of experience managing other managers or team leads.
- Demonstrated track record of owning revenue or conversion performance targets.
- Strong coaching instincts and ability to develop leaders.
- Proficiency in reading performance dashboards and translating data into actionable direction.
- Exceptional communication skills, effective across all levels.
- Experience leading process improvement initiatives from identification to implementation.
- Experience in an outbound revenue-generating success or sales-adjacent environment.
- Familiarity with incrementality measurement, holdout testing, or ROI-based performance frameworks.
- Familiarity with workforce management (WFM) tools and concepts.
- Experience with ROI vs quality analytics frameworks.
Responsibilities
- Lead, coach, and develop a team of Customer Success Managers, fostering a high-performance culture through structured coaching, accountability, recognition, and career development.
- Establish scalable coaching frameworks that enable managers to improve team performance, call quality, customer outcomes, and data-driven decision making.
- Own the day-to-day operational rhythm, ensuring seamless execution through performance monitoring, real-time decision making, and effective cross-functional coordination.
- Serve as the primary escalation point for operational challenges, customer issues, and process questions, driving timely resolution and continuous improvement.
- Partner with senior leadership to execute revenue and customer success goals by translating business priorities into clear team objectives and measurable action plans.
- Analyze performance trends to proactively identify risks and opportunities, implementing targeted coaching and operational interventions to improve results.
- Leverage data and reporting to provide actionable business insights, empower managers to independently manage performance, and inform strategic decisions.
- Lead cross-functional process improvement initiatives that enhance operational efficiency, team productivity, customer experience, and business outcomes.
- Ensure workforce planning, capacity, and resource allocation effectively support customer demand while maintaining service quality and team performance.
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