Director of Customer Value & Operations

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

Benefits offered by this job

Benefits programs for holistic health

Career pathing & development

Location-based perks

Job summary

Phenom is seeking a Director of Customer Value Operations to design and optimize operational strategies, reporting standards, and documentation for a scalable customer experience. This on-site role requires cross-functional influence across the Phenom team to drive efficiency and business impact.

You will own process creation, data reporting, and playbooks, while guiding the selection and optimization of CRM/analytics tools to support customer success.

Qualifications

• 2+ years in customer operations, business operations, or a related role within a SaaS or technology company.
• 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 and Claude and other applied AI tools.

Responsibilities

• 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.
• Work cross-functionally to document and standardize business processes, ensuring they scale with rapid growth.
• Develop and maintain comprehensive documentation and playbooks to ensure team consistency.
• 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.

Skills

Customer operations

Data analytics

Cross-functional collaboration

Salesforce

AI tools

Tools

Claude

Applied AI tools

Job description

Phenom is seeking a Director of Customer Value Operations to design and optimize operational strategies, reporting standards, and documentation for a scalable customer experience. This on-site role requires cross-functional influence across the Phenom team to drive efficiency and business impact.

You will own process creation, data reporting, and playbooks, while guiding the selection and optimization of CRM/analytics tools to support customer success.