Business Operations And Strategy Manager

About Kustomer
Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for some of the leading customer service brands like Ring, Glovo, Glossier and Sweetgreen.
Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $174M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels. In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M in capital, ensuring Kustomer’s growth and success for many years to come.
Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. coming together for Kamp Kustomer each year.
About The Role
Kustomer is looking for a Business Operations and Strategy Manager to partner with leadership and all teams across our company to accelerate growth. This role reports to the Chief of Staff to the CEO and will own multiple strategic and cross-functional initiatives. If you’re looking for a way to have a big impact and see and touch every function of a B2B SaaS company, this is the opportunity for you!
The Business Operations and Strategy Manager’s primary focus is to ensure that cross-functional work at Kustomer is done efficiently and effectively. Your responsibilities will include helping Kustomer align on company-wide strategies, translating strategy into action, gathering data and determining optimal success metrics, communicating leadership decisions throughout the company, and improving key cross-team processes. If you are intellectually curious with a proven track record delivering on strategic business initiatives, driving program management and communicating cross-functional objectives, this is a role where you can have a major impact across Go-To-Market, Product and Engineering and Business teams.
This is the perfect chance to dig into every facet of our business and identify every opportunity to improve, do things differently and set us up to achieve all our goals. You will shape the future of Kustomer and see your impact in driving growth and optimization across our business.
You'll be responsible for:

• Lead change management initiatives to ensure work is effectively communicated to our Krew
• Drive some of our most critical and strategic/cross-functional projects
• Own the execution of the tactical operational mechanics including executive meetings, offsites, and all-hands meetings; creating agendas, delivering pre-reads and ensuring follow-up on action items
• Assist in the communication process between the leadership team and the rest of the company
• Collaborate with leadership and key stakeholders to identify strategic opportunities for Kustomer’s short and long term growth
• Shape business rhythms and processes for the work we do every day
• Ensure that strategic operational priorities are linked to planning and execution providing frequent visibility to the leadership team regarding progress towards goal attainment
• Search and find opportunities for optimizing or changing operational processes and communication
• Collaborate with functional teams on metric selection and goal setting for important success measures
• Extract meaningful insights from analytical research and convert them into actionable business proposals
• Oversee strategic business initiatives from development through execution under the guidance of functional leaders
• Analyze our data and regularly communicate detailed reporting for other leaders across the company who will use our data to inform their own operations, strategy and decision making

Your qualifications:

• You are able to shape end-to-end business programs with articulated missions, goals, performance criteria, and stakeholder buy-in
• Experience taking complex or ambiguous problems and challenges and defining organized and actionable paths to solutions
• Track record of success in project management within a fast-paced growth environment
• Stellar communication and presentation skills exercised at all levels of an organization
• Proactive problem solver who utilizes data and market research to find creative solutions
• You have worked in a business operations or analytics role for 7+ years professionally, including 2+ years in high tech (preferably SaaS environments).
• Hyper organized, you know how to take chaos and find structure - managing your own time and priorities
• Ability to navigate an organization at all levels - engaging with and influencing throughout all levels of an organization
• You thrive on challenge and change - you are a self-starter, motivated by continuously solving hard problems
• MBA, Management consulting, or strategy experience preferred

HIPAA Compliance
All roles at Kustomer may involve handling sensitive personal data.
Benefits
Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy.
Diversity & Inclusion at Kustomer
Kustomer is committed to bringing together individuals from different backgrounds and perspectives.
We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.