Customer Operations Lead Jobs

Oversee customer service operations and ensure high-quality customer experience

Manage our customer service team and provide leadership, coaching, and mentorship

Manage and continuously improve our operational systems and processes

Collaborate with cross-functional teams to improve business processes and customer experience

5+ years of experience in customer service and operations, preferably at a consumer business

Strong leadership, communication, and interpersonal skills

Ideal Experiences / Qualifications / Capabilities

Ensure brilliant stakeholder management with customer service teams and own GT improvement agenda with CS teams in your region

Manage GT Inventory levels ensuring SLOB management in control

5+ years relevant supply chain experience

Experience of working with and leading diverse teams indirectly

Experience in governance, brand change, manufacturing, logistics and planning preferable

Familiarity with JIRA Service Management, Airtable, Salesforce, Notion, Zapier, Loom, and Asana

Range: min $50,000 - max $56,000 per year contingent on experience & qualifications.

Using our JIRA ticketing system to address and manage requests from fellows, alumni, and internal teams

Experience or familiarity with Google Suite & Slack

Background in Customer Experience or Customer Support

Experience working in an early-stage startup

Continuously evaluate and improve the end-to-end customer journey, ensuring a seamless and exceptional experience

15+ years experience in a senior leadership role focused on customer experience, customer success or operations

Deep experience developing and executing customer experience strategies across multiple touchpoints and channels (phone, digital, chat, bots)

Experience leveraging AI to improve customer service operations, optimize processes, and enhance customer experiences

Proven experience leading and managing cross-functional teams, including customer service professionals, claims advocates, sales associates, data analysts and IT teams

Strong leadership skills and the ability to drive a customer-focused culture, set strategic objectives, and foster collaboration

Oversee headcount and manage schedules based on anticipated demand volumes

Manage personnel and scheduling requests for Marketplace Operations direct reports

Delegate specific responsibilities to team members as appropriate

Skilled at basic data analyses, including multivariable regression, hypothesis testing, and service line optimization

Excellent written and verbal communication skills; ability to deeply empathize and communicate with Clipboard’s customers

Provide weekly feedback to direct reports that meet Clipboard Health standards for quality feedback

Bachelor's degree in Business, Finance, or related discipline

Excellent written and verbal communication skills

Annual allowances for personal use of Spindrift product, health and wellness, professional development, and social justice education

Independently identify and resolve issues with freight and warehousing partners for all shipments containing incomplete or inaccurate information

Achieve overall corporate as well as specific functional goals

Identify opportunities to improve procedures and policies that add value to the business

Experience with design, writing, and creative thinking skills

5+ years of hands-on customer marketing experience

Experience working in the software or B2B technology industry

Experience building customer relationships, managing customer feedback, and conducting interviews

Excellent problem-solving and communication skills

Experience with Notion or other no-code/low-code tools

Relationship management - Proficiency: 5/5

Project management - Proficiency: 5/5

Structure: We are organized around the following key portfolios: Growth, Customer Success, Product, Engineering, Data, People & Culture, Finance & Operations

Customer success or sales experience

Industry: SaaS / AI - technology and data are at the core of what we build

Team: We are a team of 30-50 across US and Canada with main hubs in New York and Toronto

Leads cross‐functional business planning in category management- supply chain efficiency- technology- and local marketing

Harnesses the power of diversity – thinking- background- and experience

Strong financial competence inclusive of previous experience owning a P&L- proficiency in deploying trade- and understanding of profit and revenue drivers

Significant experience in building customer relationships- preferably in a CPG environment

Liaison to the customer and Kraft Heinz HQ Sales organization

Leads and/or assists with major business reviews and customer visits- including annual reviews and “top‐to‐top” meetings

Strong emphasis on Math and Technical skills

Strong verbal and written communication skills

Strong prioritization, multi-tasking and organization skills

Associate Degree preferred, will consider experience in lieu of

2 years’ experience in Customer Service with estimating in engineered to order product.

Ability to set clear expectations and hold others accountable

Performs other clerical support such filing and data entry.

Excellent interpersonal, oral and written communication skills.

Excellent listening skills and the ability to understand concerns and overcome objections.

Aptitude for working with computer systems and good keyboarding skills.

One (1) year of experience working in customer service.

Assist customers with a friendly and professional approach by telephone, mail, email, and all other channels of communication.

Manage and lead cross portfolio platforms to drive volume and profit targets

Monitor and manage deductions balances and conduct post audits

Written and Verbal Communication Skills

Utilize the Campbell Sales Planning & Customer Investment platform to create optimal customer plans to drive the portfolio.

Leverage Customer Strategy to develop and implement collaborative marketing programs in alignment with brand and customer strategies.

Conduct business reviews to discuss the state of the business, consumer trends, key business drivers, incremental opportunities, etc.

Strong working knowledge of sales processes and procedures, space management programs and DSD operations.

Ability to manage an advanced area of work.

Ability to manage a moderately complex problem.

Ability to manage a project budget.

Experience and expertise in customer negotiations.

Excellent presentation and communication skills required.

Data and process-driven with experience in project management software and ticketing systems

1-2 years in B2B Customer Operations, Delivery, Project Management, Customer Success, or a similar role within a tech startup

Technical experience or background is a must (examples include SQL, Python, Ruby, and scripting abilities)

Convey customer experience insights to Product for UI/UX and feature improvements

Payments and/or fintech industry experience preferred

Implement engagement and ticketing support tools to optimize customer onboarding and ongoing support and issue resolution

Strong working knowledge of sales processes and procedures, space management programs and DSD operations.

Ability to manage an advanced area of work.

Ability to manage a moderately complex problem.

Ability to manage a project budget.

Experience and expertise in customer negotiations.

Excellent presentation and communication skills required.

Regional and local Ryder resources to help guide and support as we grow this offering.

Strong verbal and written communication skills

Three (3) years or more Customer Service experience required

Comprehensive training and the ability to continue your professional development

12 weeks of paid maternity leave.

Additional day of Paid Time Off for Military Veterans.