Operations Partner Jobs

Operations Partner Success Lead

XSELL Technologies, Inc.

About XSELL

Ready to write the best chapter of your career? XSELL Technologies leverages artificial intelligence as a foundational capability to listen, learn and support agents in real-time with the exact information they need to exceed customers’ expectations and deliver top performer experiences.

Join us on our mission to empower agents, clients, and organizations to increase human performance and job satisfaction through making conversations more personal. We do this by pairing together the best elements of human touch and machine intelligence to drive results.

We are looking for an Operations Partner Success Lead that will be 100% line of business focused, with an emphasis on internal process, procedure, and teams.

Ways You Will Contribute

This person will be an experienced veteran of Saas delivery methods and processes who partners and collaborates deeply across XSELL’s internal team to ensure account success through committed execution.

Client Deliverable Management

• Strong business acumen with ability to speak to value drivers and use cases in customer's context via experience-based story telling
• Facilitate alignment between cross-collaborative lines of business and other business units
• Lead and participate in customer feedback sessions
• Orchestrates internal teams to support client deliverables, by coordinating the building and maintaining of maps and models, reporting design and delivery, as well as coordinating the internal project plans and resources for delivery.
• Prepare strategic data analysis and partner with analytics and management to establish targets; prepare reports for day-to-day decision making and use data to make strategic recommendations.
• Drives unified approach on the shared account strategy and plan
• Participate in recurring operations meetings with the cross-function business teams and customers to ensure positive relationships and outcomes are maintained

Cross-Functional Team & Product Development

• Advise internal departments of the operational strategies from client input and team input.
• Proactively discern need for and execute ongoing process improvements, alternate options and innovative approaches as necessary; resolves issues professionally providing financial reasoning and customer service excellence.
• Represents the cross functional team on prioritization and design discussions.
• Partner with development partners and vendors to assist with contract negotiation, managing relationship, project management and prioritization

Team Management

• Collaborate with Client Partner Success leaders to drive efficiency and workflow automation by analyzing end-to-end processes through our software systems and implementing changes to improve team's performance
• Develop a detailed project plan through scoping, setting roadmaps and objectives and ensuring projects are delivered on time
• Manage team of Operations Resources. Provide professional development and develop quarterly goals to measure team's success
• Manage Day-to-Day escalations and resolution tracking
• Develop and manage enablement tools and resources for the team to leverage. Identify where more resources are needed and provide recommendations to the relevant teams
• Develops and maintains internal documentation such as milestone structure tracking, contractual requirement tracking, partner information and benchmarking.

What You Will Bring

• Bachelor’s Degree, or equivalent work experience
• Hyper-organized: excellent follow-through, attention to detail, and taking ownership of your team's success.
• Ability to work as a member of a team or independently with the capacity to manage multiple priorities.
• Ability to multi-task and thrive in a dynamic startup environment; goal-oriented and can execute without close supervision.
• Tools of the trade: Power BI, analytics, etc.
• High level of organizational skills with flexibility to adapt and switch gears speedily.
• 5+ years of relevant operations experience within a SaaS business
• Proven track record demonstrating leadership and ownership of a high performing team: you've led projects, provide mentorship to other team members, and have elevated the performance of the team by sharing your best practices.
• Must be able to compose business communications and conduct discussions of redlined agreements during negotiation.
• You have a track record of high integrity, excellent judgment, and upholding cultural values.
• 3+ years of experience coaching, mentoring, and developing team talents
• Nice to have: Experience with SQL, Python, JSONs, Agile Environments, Atlassian/Jira, Tableau or other similar data visualization tools

XSELL is committed to a culture of teamwork; where everyone works together to plan, do, learn, and continuously improve. We accomplish that by staying true to our core values.

• Know Us By Our Results: We do what we say and say what we do. Our coworkers and clients will “know us by our results” – we welcome that and embrace transparency and measurement.
• Open for Business: We are always “open for business” – fiercely committed to improving ourselves, our team, and our company. We stay curious and approach every situation as an opportunity to learn and grow.
• Do It The XSELL Way: Together we are building an inclusive culture full of top-performing, talented people that are striving towards common goals with resilience. People will admire not only the work we do but also that we “do it the XSELL way” – as one team. We do this through strong communication, collaboration, and accountability to each other.
• Best Chapter: Every XSELLer is plugged in and focused on writing their “best chapter yet”, both personally and professionally. We believe in working hard to achieve success, but that success only comes if we are doing it together. We do this with a high level of humility, integrity, and compassion towards our coworkers. We celebrate and recognize each other and have a lot of fun along the way.
• Conversations Happen In the Room: Feedback is imperative to our collective success. We approach the “conversation in the room” with respect, empathy, and candor. Our dialogue with each other is always open and honest.

XSELL Technologies is an Equal Employment Opportunity Employer and all employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

We are committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, perform essential job functions, and/or receive other benefits and privileges of employment, please contact us.