Customer Operations Support Manager

  • Lahore, Punjab, Pakistan
  • Full-time
  • Customer Success

Who we are

We are a team of passionate and dedicated individuals building easy-to-use software delivering amazing user experiences, best-in-class functionality, and enterprise scalability. Our software brings assets under control and helps organizations across education, event management, AV media production, engineering, construction, healthcare, manufacturing, rental, and transportation industries improve their profitability and simplify their operations.

Position Overview

The Customer Operations Program Manager will drive, implement, and maintain systems, initiatives, and processes to enable the Customer Success organization’s mission of creating business value, trust, and growth for our customers with empathy, integrity, passion, and commitment to improving our products. Success will be measured by achieving our overall business goals, department OKRs, and velocity of execution. While many of the projects and efforts will be team-specific, some efforts and projects will be cross-functional and span multiple teams. This is a senior-level individual contributor role.

Responsibilities

As the Customer Operations Program Manager your duties will include:

  • Improving our tools, processes, and customer insights

  • Administration of all systems and tools (CRM, phones, ticketing, etc.)

  • Responsible for a single source of truth reporting functions across departments 

  • Forecasting and resource planning

  • Owning and driving both internal and external training programs

  • Continuous process improvement

  • Securing compliance with established processes and procedures

  • Maintaining and updating documentation

  • Enforcing proper compliance to data security and standards

  • Demonstrating performance gains through efficiencies

Minimum Requirements

  • Analytical skills around analyzing metrics and trends

  • Project management experience.  Does not require a formal PMP certification, but can manage deadlines and hold others accountable

  • Excellent verbal and written communication skills.  You know what to say and how to say it

  • Keen attention to detail

  • Commitment to learning and continuous improvement

  • Thrives in a fast-paced, dynamic environment and is able to work independently and as a team 

  • Comfortable wearing many hats

  • Masters degree preferred.  5+ years of equivalent work experience

Apply Now