Senior Manager, Customer Success & Operations
Skills
- Strong analytical skills with data-driven decision making and experience building monitoring or dashboarding solutions.
- Project management expertise with ability to run multiple complex initiatives simultaneously.
- Experience designing SLAs, alerting systems, and intervention protocols.
- Proven people management: hiring, developing, and scaling teams and processes.
- Excellent written and verbal communication, including executive-level presentations and stakeholder management.
Responsibilities
- Build, hire, and develop a Quality Assurance team focused on proactive monitoring and prevention of customer escalations.
- Serve as strategic partner and operational right hand to the VP of Customer Success & Operations, translating strategy into execution.
- Design and own monitoring, alerting, intervention protocols, and SLAs to detect and resolve issues across contribution processing, payroll integrations, and system stability.
- Lead cross-functional projects with Product and Engineering to drive root cause analysis and remediate systemic issues.
- Prepare executive-level reporting on quality metrics, financial impact, and recommended actions.
- Manage special projects, strategic workstreams, and quarterly/annual operating plans for the Quality Assurance function.
Education
- Bachelor's degree or equivalent experience in a related field preferred.
- Relevant continuing education or certifications in operations, analytics, or project management are a plus.
Benefits
- 401(k) with dollar-for-dollar employer match up to 4% and $0 plan fees (immediately vested).
- Top-tier medical, dental, and vision plans.
- Competitive PTO and parental leave.
- Financial wellness tools, equity opportunities, and possible bonuses.
- Mental health support (Lyra), fertility and family-forming benefits (Carrot), and student loan resources.
- Monthly work-from-home stipend and quarterly lifestyle stipend.
- Engaging team-building events and offsites.
Average salary estimate
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