Director of Customer Value Operations

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

Job Requirements

Our purpose is to help a billion people find the right work! Phenom is an AI-Powered talent experience platform that is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,500 employees. As an HR tech unicorn organization, innovation and creativity is within our DNA. Come help us make every talent moment Phenomenal!

The Director of Customer Value Operations will be responsible for designing, architecting, and optimizing operational strategies that drive efficiency, scalability, and a seamless experience for our clients. This leader will own process creation, data reporting standards, and documentation to ensure the Customer Value team operates in a streamlined and effective manner.

Success in this role requires a strategic and analytical thinker with a strong ability to influence without direct authority and work cross-functionally across the broader Phenom Team. You will drive operational alignment, enhance customer interactions, and ensure business objectives are met.

This role is 5 days/week on-site.

What You'll Do:

• Identify, design, and execute streamlined workflows to improve internal processes and customer experiences.
• Leverage internal and external insights to develop future-ready operational strategies utilizing applied AI strategies
• Deliver actionable insights on customer interactions to optimize resources and drive business impact.
• Produce weekly, monthly, and quarterly reports to measure customer impact and operational efficiency in a way that drives proactive insights
• Work cross-functionally to document and standardize business processes, ensuring they scale with Phenom's rapid growth.
• Develop and maintain comprehensive documentation and playbooks to ensure team consistency and knowledge sharing.
• Oversee the selection, implementation, and optimization of customer success technologies, including CRM and analytics tools.
• Continuously analyze business needs, gather stakeholder feedback, and iterate on processes to drive operational excellence.

What You've Done

• 2+ years in customer operations, business operations, or a related role within a SaaS or technology company, focused on designing and executing strategies that drive efficiency and business impact.
• Strong 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, Claude and other applied AI tools.

Benefits

We want you to be your best self and to pursue your passions!

• Benefits/programs to support holistic employee health
• Growing organization with career pathing and development opportunities
• Tons of perks and extras in every location for all Phenoms!

Salary

• Expected salary range $105,000 - $115,000

Please note the Salary range is subject to change in the future in accordance with Phenom's policies

Diversity, Equity, & Inclusion

Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.

We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!

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