Director of Customer Value Operations (On-site)

Phenom; Horsham (PA); On-site; USD 105,000 - 115,000; Full time

Benefits offered by this job

Holistic health benefits

Career pathing & development

Location-wide perks

Job summary

Phenom, a global AI-powered talent experience platform, seeks a Director-level leader to design and optimize customer value operations. You will own process creation, data reporting standards, and documentation to ensure a streamlined customer experience and scalable programs.

You will influence without direct authority, drive cross-functional alignment, and manage reporting to improve efficiency. This on-site role requires strategic thinking and data-driven execution across the Phenom team.

Qualifications

• 2+ years in customer operations, business operations, or a related SaaS/tech role.
• Experience influencing without direct authority and working cross-functionally.
• Experience with data-driven decision-making, reporting, and analytics.

Responsibilities

• Identify, design, and execute streamlined workflows to improve internal processes and customer experiences.
• Leverage insights to develop future-ready operational strategies using applied AI.
• Deliver actionable insights on customer interactions to optimize resources and impact.
• Produce weekly, monthly, and quarterly reports to measure customer impact and efficiency.
• Document and standardize business processes across the Phenom team for scalable growth.
• Develop and maintain documentation and playbooks for team consistency.
• Oversee selection and optimization of customer success tools, including CRM and analytics.
• Continuously analyze business needs and iterate processes to drive excellence.

Skills

Customer operations

Cross-functional collaboration

Data-driven decision-making

Reporting & analytics

Influence without authority

Salesforce

Applied AI 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!

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

• 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!