Customer Operations Manager
Company Description
Recently named one of Built In's 2022 Best Places to Work, Negotiatus is the only end-to-end spend management solution that empowers finance and operations teams to seamlessly control and manage 100% of their company’s spend on one powerful, easy-to-use SaaS platform designed with the end-user in mind.
Our platform oversees tens of thousands of orders per month, many millions in spend, and thousands of users. We’ve grown quickly since our founding in 2016 with the help of great investors and customers and are looking to continue that trajectory.
Job Description
We’re looking for a Customer Operations Manager to join our growing team and take ownership of operational processes that help set our customers up for long-term success. Our ideal candidate is an experienced problem solver who enjoys managing and optimizing processes, is comfortable in a player/coach setting, and enjoys collaborating across multiple departments.
Responsibilities
- Improve team performance (including scaling team workflows and processes), maintain team metrics, and ensure that we meet or exceed turnaround and quality SLAs
- Take ownership over client-catalog development and other day-to-day processes, ensuring work is completed in an efficient and high-quality way
- Collaborate with multiple internal stakeholders to resolve high-impact client and internal process issues
- Inform and distribute knowledge across the team (identify training gaps, distribute new product updates, ensure cross-departmental communication)
- Work with Post-Sales leadership to define and execute on team vision and strategy
- Manage, schedule, and coach a growing team of Customer Operations Specialists, while jumping in to get your hands dirty yourself!
Qualifications
- You have 3+ years of Operations or related experience, especially in a SaaS, e-commerce business, or startup
- You have 1+ year(s) of management experience
- You have a proven track record of managing and improving processes
- You’re highly organized with strong attention to detail.
- You have a growth mindset and are comfortable with ambiguous situations and tackling new challenges
- You have exceptional communication and excel at resolving problems cross-functionally
- You are proficient in Excel/Google Sheets (or equivalent)
- You have experience scaling a team in a start-up or fast-paced tech environment (strongly preferred)
Additional Information
What you'll receive:
- Learning the playbook to scale a business through multiple stages of growth
- Contribution to, and becoming a part of, an already amazing culture where employees, data, and execution come together in harmony
- A competitive compensation package including stock options
- Robust medical, dental, vision, and wellness benefits
- Flexible time off and remote work policies
- Generous leave policies and support for new and current parents
- Employer-sponsored 401(k)
Negotiatus is an equal opportunity employer. Applicant's qualifications are considered without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, veteran status, genetic information, or any other basis prohibited by law