Senior Manager, Customer Operations
J
JobgetherEducation, Publishing
Based in the United States, follow-the-sun operating modelFull-TimeManager
Salary$111,500–$140,000
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Job Details
- Required Skills
- Microsoft OfficeTeam managementStakeholder managementChange ManagementCRM
Requirements
- Significant leadership experience in customer operations, customer service, customer experience, or a closely related operational function.
- Proven experience managing geographically distributed teams and developing Team Leads, managers, or other people leaders.
- Demonstrated ability to translate business strategy into effective operational plans, measurable results, and sustainable improvements.
- Strong analytical and performance-management capabilities, with experience using KPIs, service metrics, customer satisfaction data, and operational reporting to drive decisions.
- Visible, hands-on leadership style with a genuine passion for delivering excellent customer experiences.
- Excellent communication, stakeholder management, collaboration, influencing, and relationship-building skills.
- Experience working effectively across multiple functions, regions, and organizational levels.
- Demonstrated track record of leading continuous improvement initiatives and delivering meaningful operational change.
- Proficiency with Microsoft Office, CRM platforms, customer service systems, reporting tools, and operational technologies.
- Ability to operate effectively in a global, fast-moving environment with competing priorities and geographically dispersed stakeholders.
- Strong organizational skills and the ability to balance strategic thinking with hands-on operational execution.
- Experience in education, publishing, professional services, or a related industry is preferred.
Responsibilities
- Lead the global strategy, standards, and performance of the customer operations function, aligning operational priorities with broader organizational objectives.
- Manage and develop Team Leads across the United States, United Kingdom, and India, strengthening leadership capability and fostering a consistent, high-performing culture.
- Oversee customer service delivery, operational metrics, service levels, customer satisfaction, and overall performance across regions.
- Establish clear performance expectations and operating practices while ensuring effective execution within a global follow-the-sun support model.
- Use operational data, customer feedback, performance trends, and business insights to identify opportunities and drive measurable continuous improvement.
- Partner with Customer Experience, Sales, Marketing, Publishing, and other functions to improve processes, implement operational guidelines, and enhance the end-to-end customer experience.
- Identify operational risks, challenges, and opportunities and communicate performance trends, recommendations, and business priorities clearly to senior leadership.
- Build and maintain strong relationships with key internal stakeholders, encouraging collaboration and alignment across functions and geographic regions.
- Translate strategic objectives into actionable operational plans and measurable outcomes.
- Champion a visible, hands-on leadership approach that promotes accountability, employee development, service excellence, and customer-centric decision-making.
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