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Customer Operations Manager

location_on We are open to this position being remote.

schedule Full Time/Exempt

Position Summary

A company is only as good as its people. Joshin is looking for a Customer Operations Manager who will play a critical role within the team of driving accountability, communicating best practices and identifying continuous improvement opportunities. This includes designing and optimizing processes, systems, and automation to allow us to scale our service layer to support more Joshin customers. It is a highly collaborative role that will require constant coordination and communication with internal team customers and external partners. You will report to the Chief Operating Officer and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.

You will partner to improve customer engagement and deliver actionable insights to the organization. You will possess a strong business acumen with a passion for learning, together with the ability to present anecdotal customer data and insights to stakeholders and colleagues in order to make good business decisions The right leader will be exceptional at both operations and strategy; ability to get deep into the details of processes and technologies while also understanding how each detail connects to the future and impacts other teams; deeply involved in the day-to-day customer experience.

What You Will Be Doing

  • Serve as a trusted advisor and subject matter expert on customers to the internal team and key stakeholders across the company
  • Act as the customer advocate, serving as the eyes and ears of our all of our customers in order to represent their needs within the team
  • Research and implement process improvements to increase team efficiencies and effectiveness
  • Empathize with every aspect of the customer experience and work to delight them in their experience with Joshin
  • Engage 1:1 with customers during launch and with targeted customers to ensure adoption
  • Find opportunities to implement 1:many programs that can efficiently drive customer outcomes at scale
  • Test playbooks and program ideas and monitor results based on defined customer metrics
  • Identify common customer challenges and actively suggest better solutions
  • Train team on methodologies and self-serve resources so they become increasingly self-sufficient
  • Partner with other cross-functional team customers to translate business needs and product requirements into new solutions for customers
  • Help drive customer references and case studies
  • Establish meticulous systems and processes to ensure operational excellence in our development function, including detailed tracking, capturing for both caregivers and partners
  • Lead cross-functional projects from ideation to execution that directly impact new business, customer success, and retention
  • Regularly audit data to uncover data integrity issues and/or opportunities for process improvement
  • Deliver monthly reporting on current performance and insights, including customer experience trends, risks and opportunities to improve the experience of our customer’s
  • Travel to outsourced locations for training sessions, and to ensure the overall quality of service

What You Should Have

  • 5+ years relevant work experience in a customer-facing role. SaaS customer success, account management or sales organization experience are a plus
  • Collaborative leader with excellent communication and presentation skills
  • Strong customer service background required, including an understanding of customer journey development and continuous improvement of customer satisfaction
  • Proficiency in data analysis and implementing operational process improvements
  • Passion for designing processes that scale
  • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Strong listening skills; open to input from other team customers and departments
  • Ability to lead through influence
  • Data driven – strong reporting & analytical skills
  • Excellent organizational skills and time management
  • Skilled at training others on processes & systems
  • Takes high degree of ownership over your work
  • Self-motivated, dedicated teammate with innovative ideas to encourage customer adoption
  • Strong interpersonal skills and experience quickly building customer relationships
  • Creative problem solving under pressure when working through customer issues

What We Offer

  • Competitive salary
  • Paid time-off
  • Flexibility
  • Working at an emerging company early
  • We’ll leverage your passion and experience to make an impact

Joshin is a diverse and inclusive workplace where we learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives in a supportive place to work. We have a positive, and supportive culture and look for people who are curious, inventive and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking and, above all, collaborative. If this sounds like a good fit for you, why not say hello?

Come do the best work of your life here at Joshin.

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