Operations Manager, Customer Ops

Paradigm; London; On-site; GBP 100,000 - 125,000; Full time

Job description

The world of digital assets is accelerating in speed, magnitude, and complexity, opening the door to new ways for leveraging the blockchain. Fireblocks’ platform and network provide the simplest and most secure way for companies to work with digital assets and it trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies in the world, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more.

About the Team

We’re looking for a strategic and hands-on Operations Manager to join our Customer Operations team. This role is pivotal in driving operational excellence, improving processes, and enabling our Customer Success and Professional Services organizations to achieve their goals.

This is a cross-functional and high-impact role that requires a keen sense of ownership and drive. You’re a self-starter with a passion for problem-solving and data-driven decision-making. You’re comfortable navigating between high-level strategy and tactical execution, collaborating with stakeholders across customer success, professional services, support, product, sales, finance, and more. You can effectively communicate both verbally and in writing to a variety of audiences.

What You’ll Do

• Become a trusted business partner to stakeholders, taking a genuine passion for their mission, and setting them up for success.
• Analyze operations and financial data to identify business insights and opportunities for process improvement.
• Recommend and develop operational process improvement initiatives in support of the business strategy.
• Implement new processes and programs that can boost team productivity.
• Provide ongoing operational process oversight and monitoring of process adherence and effectiveness.
• Break down complex problems and propose thoughtful recommendations.

What You'll Bring

• 4+ years in Customer Success Operations, Professional Services Operations, or Field/GTM Operations.
• 2+ years in CS/PS/Sales tools experience - Salesforce required; Experience with Certinia, Planhat or other customer-focus technologies (Gainsight, Catalyst, etc.).
• Experience in an operational role with success in identifying and executing process and program improvements.
• Proven track record to manage conflict, build consensus, and facilitate problem-solving and collaboration amongst cross-functional teams.
• Ability to balance delivery of results and client management.
• Strong observation, analytical, numerical reasoning, business acumen, and enablement skills.
• Ability to bring clarity and structure when managing fluid expectations and evolving demands.
• Strong written and verbal communication skills, with a track record of presenting to stakeholders.
• Strong analytical thinker with an eye for detail and the ability to combine business understanding and technology.
• Passion for problem-solving, with an ability to approach problems from multiple perspectives.

Fireblocks' mission is to enable every business to easily and securely access digital assets and cryptocurrencies. In order to do that, we strongly believe our workforce should be as diverse as our clients, and this is why we embrace diversity and inclusion in all its forms.