Director of Customer Value Ops — AI-Driven Efficiency

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

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.