Customer Operations Manager

Our Customer Operations Manager plays a critical role in driving initiatives that enable a high-performing Customer Success team, enhance customer experience, and improve operational effectiveness to enable scalable growth.

Requirements

• Partner with Customer Success teams and internal stakeholders to design and deliver strategic customer operations projects
• Maintain current market knowledge including customer needs, industry trends, and competitive insights
• Develop cost-benefit analyses in partnership with Finance and Customer Operations leadership
• Analyze and interpret data to identify customer opportunities, uncover root causes of issues, and measure project impact
• Lead cross-functional projects to drive continuous improvements in customer experience and satisfaction
• Propose solutions to customer pain points and issues supported by customer intelligence, business knowledge, and data analysis
• Foster a collaborative, solution-oriented culture across Cozeva + Vatica teams
• Support development and maintenance of Customer Help Center content
• Enable Customer Success with actionable reporting, dashboards, and analytics to manage and optimize performance
• Help optimize core Commercial systems and Growth Analytics to improve Customer Success workflows and reporting
• Present project updates, analyses, and proposals clearly and concisely in internal forums

Benefits

• Competitive salary based on experience and skills
• Bonus Potential (based on role and is discretionary)
• 401k plans
• Room for growth and advancement
• Comprehensive Medical, Dental, and Vision insurance plans
• Tax-free Dependent Care Account
• Life insurance, short-term, and long-term disability
• Excellent PTO policy
• Great work-life balance environment
• Strong supportive teams