AI-Powered Customer Operations Manager — Onboarding & Service Excellence

Aspire Software; United States; Sur place; USD 90 000 - 140 000; Plein temps

Résumé du poste

Aspire Software in the United States is seeking a hands-on Customer Operations Manager to lead and optimize our Support and Professional Services teams. You will own the end-to-end customer experience across onboarding, implementation, and service delivery—ensuring customers receive timely, high-quality service and realize value quickly.

You’ll combine team leadership, process improvement, and data‑driven decision‑making with an AI‑forward approach to customer operations.

Qualifications

• 3+ years in customer support, professional services, or customer operations.
• 1–2 years of experience managing people or leading teams.
• Strong understanding of customer service best practices and post-sales service delivery.
• Proven experience driving improvements in customer operations.
• Excellent communication, leadership, and problem-solving skills.
• Proficiency with tools such as TeamSupport, Salesforce, Jira, and Power BI.
• A data‑driven mindset, with the ability to analyze metrics and act on insights.
• Hands‑on experience deploying AI or automation, such as AI‑assisted triage, chatbots, automated quality assurance, intelligent knowledge management, onboarding programs, or training content.

Responsabilités

• Team Leadership: Manage and coach Support and Professional Services teams.
• Customer Experience: Ensure a consistent, high-quality customer experience across all support and services touchpoints.
• Operational Efficiency: Design and refine workflows to improve ticket handling, triage, escalation processes, and SLAs.
• Customer Satisfaction & Quality: Own KPIs and implement initiatives to meet or exceed targets.
• Cross-Functional Collaboration: Work with Product, Engineering, Sales, and Account teams to resolve issues and streamline handoffs.
• Tool Ownership: Help manage tools like TeamSupport, Jira, and other platforms; recommend improvements or automations.
• AI & Technology Adoption: Champion AI-forward approaches to service delivery and identify automation opportunities.
• Customer Onboarding & Time-to-Value: Own onboarding and implementation with AI-accelerated processes.

Connaissances

Team leadership

Customer operations

Data analysis

AI in operations

Communication

Problem solving

Cross-functional collaboration

Outils

TeamSupport

Salesforce

Jira

Power BI

Description du poste

Aspire Software in the United States is seeking a hands-on Customer Operations Manager to lead and optimize our Support and Professional Services teams. You will own the end-to-end customer experience across onboarding, implementation, and service delivery—ensuring customers receive timely, high-quality service and realize value quickly.

You’ll combine team leadership, process improvement, and data‑driven decision‑making with an AI‑forward approach to customer operations.