Customer Success Ops Lead (Remote, AI-Driven Training)

Kobie Marketing; Indianapolis (IN); Remote; USD 95,000 - 130,000; Full time

Benefits offered by this job

Flexible time off

Nine company-wide holidays

Benefits suite prioritizing growth and

Job summary

Kobie Marketing, a remote-first loyalty partner, is seeking a Customer Success Manager to lead Quality Assurance, Training, and the Customer Success Specialist team. You will own training programs, QA scorecards, escalations handling, and knowledge management to ensure outstanding client experiences.

You will drive automation, AI-powered tools, and scalable processes, partnering with senior leaders to balance strategic initiatives with daily operations, while fostering accountability and

Qualifications

• Bachelor's Degree or equivalent business experience preferred.
• Five or more years of leadership experience in quality assurance, training, customer success, or related fields preferred.
• Experience with learning management systems, knowledge management tools, and quality monitoring platforms is preferred.

Responsibilities

• Lead, manage, develop, coach, and mentor Quality Assurance, Training, and Customer Success Specialist team members.
• Conduct performance evaluations, coaching sessions, development planning, interviewing, hiring recommendations, and performance management activities.
• Establish performance expectations and ensure accountability for individual and team responsibilities.
• Ensure frontline agents have the training, resources, tools, and support necessary to deliver exceptional customer experiences.
• Develop onboarding, continuing education, certification, and client-specific training programs.
• Measure training effectiveness and implement enhancements based on performance outcomes and trends.

Skills

Leadership

Coaching

Quality assurance

Training

Customer success

Automation

AI tools

Operations

Education

Bachelor's Degree

Tools

SharePoint

LMS

Quality monitoring

Reporting tools

AI solutions

Process automation

Job description

Kobie Marketing, a remote-first loyalty partner, is seeking a Customer Success Manager to lead Quality Assurance, Training, and the Customer Success Specialist team. You will own training programs, QA scorecards, escalations handling, and knowledge management to ensure outstanding client experiences.

You will drive automation, AI-powered tools, and scalable processes, partnering with senior leaders to balance strategic initiatives with daily operations, while fostering accountability and