Customer Operations Manager

Ladders; United States; À distance; USD 100 000 - 120 000; Plein temps

Avantages offerts par ce poste

Collaborative environment

Professional development

Cross-functional teamwork

AI and automation projects

Customer-centric culture

Résumé du poste

Ladders is seeking a Customer Operations Manager to join our team remotely for U.S.-based candidates. The role focuses on leading customer operations initiatives to improve adoption, retention, and scalable workflows across the organization.

Responsibilities include partnering with cross-functional teams, shaping programs, tools, and training that enhance efficiency and deliver greater value to customer-facing teams.

Qualifications

• 5+ years of experience in Operations, Project Management, Customer Success, or Consulting
• Strong project management skills for handling multiple programs and stakeholders
• Proven ability to build and scale tools and process automations, particularly using AI
• Strong data fluency for generating and interpreting reports from various customer success tools
• Experience implementing and training on software tools for customer success and professional services
• Experience collaborating with leaders across technology functions

Responsabilités

• Initiate, lead, and monitor customer experience programs and projects
• Optimize tools and processes for customer experience teams, including documentation and enablement
• Collaborate with Marketing, Sales, IT, and other functions to enhance customer experience
• Establish mechanisms for reporting key performance metrics for customer success
• Develop strategies to maximize customer product adoption and retention
• Create and deliver training programs for customer experience team members

Connaissances

Operations

Project Management

Customer Success

Automation & AI

Data Reporting

Cross-functional collaboration

Description du poste

For our client, we are seeking a Customer Operations Manager to join the team of a leader in the Information Technology space.

This role will lead customer operations initiatives that strengthen the overall customer experience, improve adoption and retention, and create scalable ways of working across the organization. The ideal candidate will partner closely with cross-functional teams to enhance processes, reporting, documentation, and enablement in a technology-driven environment. This is a hands-on opportunity to shape programs, tools, and training that help customer-facing teams operate more efficiently and deliver greater value.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $100,000 - $120,000 annually

Responsibilities

• Initiate, lead, and monitor customer experience programs and projects
• Optimize tools and processes for customer experience teams, including documentation and enablement
• Collaborate with Marketing, Sales, IT, and other functions to enhance customer experience
• Establish mechanisms for reporting key performance metrics for customer success
• Develop strategies to maximize customer product adoption and retention
• Create and deliver training programs for customer experience team members

Qualifications

• 5+ years of experience in Operations, Project Management, Customer Success, or Consulting
• Strong project management skills for handling multiple programs and stakeholders
• Proven ability to build and scale tools and process automations, particularly using AI
• Strong data fluency for generating and interpreting reports from various customer success tools
• Experience implementing and training on software tools for customer success and professional services
• Experience collaborating with leaders across technology functions

Benefits

• Collaborative work environment focused on customer success
• Opportunities for professional development and training
• Engagement with cross-functional teams in a technology-driven setting
• Involvement in innovative projects leveraging AI and automation
• A culture that values customer-centric decision-making and teamwork

Our client is an equal opportunity employer. We encourage you to apply even if you don't meet every qualification - your background could be exactly what this team needs.