Head of Customer Value Operations & AI Enablement

Socket.dev; Horsham (PA); On-site; USD 105,000 - 115,000; Full time

Benefits offered by this job

Health benefits

Career growth

On-site

Location perks

Job summary

Phenom, an AI-powered talent experience platform, seeks a Director of Customer Value Operations to design and optimize operational strategies that boost efficiency and scale client success. This role is on-site in Horsham, PA, 5 days a week, reporting to the Customer Value leadership.

You will own process creation, data reporting standards, and cross-functional alignment, developing playbooks and selecting customer success tools.

Qualifications

• 2+ years in customer operations, business operations, or a related SaaS role.
• Ability to influence without direct authority and drive cross-functional collaboration.
• Experience with data-driven decision-making, reporting, and analytics.
• Proven ability to prioritize and manage multiple projects with varying scope.
• Expertise in documenting business processes.
• Experience with Salesforce, Claude and other applied AI tools.

Responsibilities

• Identify, design, and execute streamlined workflows to improve internal processes and customer experiences.
• 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 growth.
• Develop and maintain 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.

Skills

Customer ops

Cross-functional

Data-driven

Project mgmt

Documentation

Tools

Claude

Salesforce

Analytics tools

Job description

Phenom, an AI-powered talent experience platform, seeks a Director of Customer Value Operations to design and optimize operational strategies that boost efficiency and scale client success. This role is on-site in Horsham, PA, 5 days a week, reporting to the Customer Value leadership.

You will own process creation, data reporting standards, and cross-functional alignment, developing playbooks and selecting customer success tools.