CSO Programs & Operations Manager - Justworks｜Meet.jobs

Who You Are

Are you someone who thrives on executing and operationalizing strategies? Do you have a passion for driving day-to-day operations, creating efficiencies, and ensuring a seamless customer experience? As the CSO Programs & Operations Manager, you will play a crucial role in supporting the Customer Success Leadership team to implement and manage processes and programs that drive exceptional customer service and operational effectiveness as we continue to scale.

In this role, you will be responsible for executing on the strategic vision set by CSO Leadership, taking charge of operational tasks, and collaborating with various stakeholders across the organization. Your focus will be on driving efficiency, consistency, and scalability while upholding the highest standards of customer satisfaction.

Your Success Profile

What You Will Work On

• Collaborate closely with CSO Leadership and the CSO Operations team to identify and prioritize business challenges and initiatives; actively participate in finding and implementing solutions.
• Implement new processes, workflows, and automation to optimize internal and external operations, focusing primarily on cross-functional opportunities
• Operationalize the CSO team's initiatives by developing standard practices and processes to ensure consistency and scalability across all CSO teams.
• Partner with various teams to ensure a customer-first approach while launching new CSO program goals and initiatives.
• Collaborate with other business areas and product teams to identify new product and program initiatives and promote awareness and transparency.
• Collaborate with Revenue Enablement to highlight knowledge expansion initiatives.
• Provide monthly operational efficiency reports as necessary, encompassing, but not limited to, meeting SOX-related obligations.
• Take on additional responsibilities as assigned to support the overall success of the Customer Success organization.

How You Will Do Your Work

As a CSO Programs and Operations Manager, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following:

• Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
• Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Curious - the innate desire to learn, grow and understand.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

• 4+ years of experience in Customer Success, preferably within the SaaS industry.
• Demonstrated experience in owning, executing and managing CSO projects and/or programs at scale for a department/team. Including project governance, scoping, budget, KPIs, reporting, data analysis and post-mortems.
• Proven ability to drive results through others and balance stakeholders, indicative of a leadership or supervisory role in previous positions.
• Proven track record of identifying and implementing efficient processes and automation
• Strong problem-solving skills and ability to approach challenges in a consultative and timely manner
• Ability to communicate operational concepts and data effectively to diverse audiences.
• Adaptability and ability to learn quickly in a fast-paced environment, including understanding technical topics.
• Experience leading cross-team collaborations to achieve shared goals
• Ability to handle interpersonal relationships professionally and empathetically
• Fluent in using Excel/Google sheets to create reports and dashboards
• Experience with Zendesk, Jira, Tableau, Redash, or similar tools is a plus.

The base wage range for this position based in our New York City Office is targeted at $109,000.00 to $119,900.00 per year.

#LI-Hybrid #LI-JT1

Justworks focuses on Internet, SaaS, Enterprise Software, Payments, and Human Resources. Their company has offices in New York City and New York. They have a large team that's between 201-500 employees. To date, Justworks has raised $143M of funding; their latest round was closed on January 2020.

You can view their website at http://www.justworks.com or find them on Twitter, Facebook, and LinkedIn.