Customer-First Tech Operations Manager

Pavlov Media, Inc.; Champaign (IL); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

15 company paid holidays

3 weeks PTO

Medical, Dental, Vision starting day1

401K with company match

Health and Flexible Savings Account

Life and AD&D, Spousal Life, ChildLife

Job summary

Pavlov Media is seeking a Technical Operations Manager to own the end-to-end customer experience, from onboarding to service delivery and ongoing support. You will champion customer success and coordinate between technical teams, field services, and account management to ensure seamless service in our Champaign region.

The role requires strong communication, problem-solving, and a proven ability to manage priorities across cross-functional teams. Evening/weekend support may be required.

Qualifications

• Experience in customer success, account management, or operations.
• Strong communication and problem-solving skills.
• Ability to manage multiple priorities and collaborate cross-functionally.
• Experience in telecom, networking, or technology services preferred but not required.
• Proven ability to build trust and maintain long-term customer relationships.

Responsibilities

• Act as the primary advocate for customers, ensuring their needs are met and issues are resolved promptly.
• Own the end-to-end customer experience, including onboarding, service delivery, and ongoing support.
• Proactively identify opportunities to improve customer satisfaction and retention.
• Coordinate across and within teams (technical support, field services, account management) to ensure timely resolution of escalations.
• Monitor service performance and implement corrective actions when necessary.
• Provide regular updates and reporting to leadership on service status and improvement initiatives.
• Available to support team during some evenings, weekends, and occasional holidays.

Skills

Customer success

Account management

Operations

Cross-functional collaboration

Problem-solving

Tools

PowerBI

Tableau

Odoo

CDG Elements

Job description

Pavlov Media is seeking a Technical Operations Manager to own the end-to-end customer experience, from onboarding to service delivery and ongoing support. You will champion customer success and coordinate between technical teams, field services, and account management to ensure seamless service in our Champaign region.

The role requires strong communication, problem-solving, and a proven ability to manage priorities across cross-functional teams. Evening/weekend support may be required.