Customer Success & Operations Manager - Bilingual English and Spanish

Overview:

We are seeking a dynamic and strategic Customer Success & Operations Manager to lead the Business Technology Leader (BTL), Business Support, and Systems Administration teams. This role is instrumental in ensuring operational excellence, maximizing customer value, and connecting with the product management team to define and enhance our portfolio. By aligning team objectives with organizational goals, this leader will drive customer success and organizational growth.

What We Are Looking For: As a Customer Success & Operations Manager, you will oversee cross-functional teams to deliver exceptional user support, drive process improvements, and optimize enterprise systems. Your leadership will be crucial in fostering collaboration, ensuring stakeholder success, and implementing innovative strategies that maximize the value delivered to customers. You will play an instrumental role in shaping the product portfolio by bridging customer insights with product development efforts.

• Lead and oversee the BTL, Business Support, and Systems Administration teams, ensuring alignment with business goals.
• Develop and execute strategic plans to enhance customer success and operational efficiency.
• Collaborate with stakeholders to understand their needs and ensure tailored solutions that maximize customer value.
• Partner with the product management team to influence product roadmaps and ensure customer-centric portfolio development.
• Monitor and optimize the performance of enterprise systems, including Salesforce, Twilio, Five9, Jira, and HR, Finance, and Procurement platforms.
• Drive initiatives for system upgrades, integrations, and automation to improve efficiency.
• Ensure the implementation of best practices in data security, compliance, and system governance.
• Mentor team leaders, fostering professional growth and high performance across teams.
• Analyze metrics and deliver reports to senior leadership, providing insights and recommendations.
• Lead change management initiatives to ensure smooth transitions during system and process updates.

• 8+ years of experience in customer success, operations, or IT leadership roles.
• Bilingual proficiency in English and Spanish (required).
• Bachelor’s degree in Business Administration, IT, or a related field; Master’s degree preferred.
• Expertise in managing cross-functional teams and complex enterprise systems.
• Proven track record of driving operational improvements, customer satisfaction, and influencing product development.
• Strong communication, leadership, and analytical skills.
• Certifications in project management, systems administration, or customer success are a plus.

Opportunities We Offer

• Leadership role with significant organizational impact.
• Competitive salary and comprehensive benefits package.
• Opportunities for professional growth and development.
• A dynamic environment where innovation and collaboration thrive.

Competencies

• Enterprise & Business Architecture: Aligns enterprise systems with business objectives, ensuring integration and scalability.
• Strategic Planning: Leads the development and execution of strategies to enhance customer success and operational efficiency.
• Operational Excellence: Drives process optimization to reduce costs and improve system performance across the organization.
• Technical Expertise: Demonstrates advanced understanding of enterprise platforms, integrations, and tools such as Salesforce, Twilio, Jira, and HR, Finance, and Procurement systems.
• Leadership & Team Development: Guides cross-functional teams, fostering collaboration, and building organizational capacity through mentorship and professional development.
• Portfolio Management: Partners with product management to align customer insights with product roadmaps and portfolio enhancements.
• Customer Advocacy: Ensures the customer voice drives decision-making processes, enhancing satisfaction and success metrics.
• Change Management: Leads large-scale change initiatives, ensuring seamless transitions and stakeholder alignment.
• Information Security & Compliance: Ensures strict adherence to security standards and compliance requirements.
• Demand & Resource Management: Manages resource allocation to meet strategic goals effectively and efficiently.
• Problem Solving & Innovation: Develops creative solutions to complex challenges, fostering a culture of continuous improvement.
• Collaboration & Stakeholder Engagement: Builds and sustains strong relationships with stakeholders, ensuring shared goals and expectations.
• Data-Driven Decision Making: Uses metrics and analytics to evaluate team performance and inform strategic improvements.
• Creative Thinking: Encourages innovation to drive value and adapt to emerging business challenges.

Lifelong Learning: Continuously updates knowledge to stay ahead in the field and mentors teams to do the same.

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