Director of Customer Value & Operational Excellence

AVP; United States; On-site; USD 105,000 - 115,000; Full time

Job summary

Phenom, an AI-powered talent experience platform, seeks a Director of Customer Value Operations in the United States to architect and optimize client-facing processes. This on-site role drives efficiency, data standards, and cross-functional alignment across the Phenom team.

You will design workflows, produce weekly to quarterly reports, maintain playbooks, and oversee CRM and analytics tools, ensuring scalable operations that enhance customer interactions and business outcomes.

Qualifications

• 2+ years in customer operations within SaaS/tech.
• Ability to influence without direct authority and drive cross-functional collaboration.
• Experience with data-driven decision making, reporting, and analytics to track team performance.
• Proven ability to prioritize and manage multiple projects with varying scope and complexity.
• Expertise in documenting business processes with an internal customer mindset.
• Experience with Salesforce and Claude or other applied AI tools.

Responsibilities

• Identify and optimize streamlined workflows for internal processes and customer experiences.
• Develop future-ready operational strategies using AI insights.
• Deliver actionable insights on customer interactions to optimize resources.
• Produce weekly, monthly, and quarterly reports measuring impact and efficiency.
• Document and standardize processes to scale with growth across Phenom.
• Create comprehensive playbooks to ensure team consistency and knowledge sharing.
• Oversee selection and optimization of customer success technologies including CRM tools.
• Iterate on processes based on stakeholder feedback to drive operational excellence.

Skills

Influence without authority

Cross-functional collab

Data-driven decisions

Project management

Process documentation

Tools

Salesforce

Claude AI

Analytics tools

Job description

Phenom, an AI-powered talent experience platform, seeks a Director of Customer Value Operations in the United States to architect and optimize client-facing processes. This on-site role drives efficiency, data standards, and cross-functional alignment across the Phenom team.

You will design workflows, produce weekly to quarterly reports, maintain playbooks, and oversee CRM and analytics tools, ensuring scalable operations that enhance customer interactions and business outcomes.