Senior Manager, Customer Strategy & Operations - Remote

Ladders; United States; Remote; USD 164,000 - 226,000; Full time

Benefits offered by this job

RSUs

ESPP

Flexible time off

Parental leave

Medical insurance

Dental and vision insurance

401(k) matching

Life and disability insurance

Home office allowance

Phone reimbursement

Wellness coaching and gym reimburse

Fertility and adoption support

Job summary

Ladders is seeking a Senior Manager, Customer Strategy & Operations (East Coast) to lead priority initiatives across the customer experience organization, partnering with Services, Renewals, Sales, and Business Strategy to drive alignment, improve visibility, and support measurable business outcomes. This role turns complex data into actionable insights, builds operating rhythms, and improves processes across functions.

Location: Remote - US based candidates only; visa sponsorship not available.

Qualifications

• 7+ years in business operations, strategy, or program management.
• Experience collaborating with Services, Renewals, Sales, and Business Strategy teams.
• Strong analytical skills with financial modeling and business case development.
• Proven ability to drive cross-functional initiatives and build organizational alignment without direct authority.
• Experience supporting senior leaders with decision-making and synthesizing complex data into actionable insights.
• Proficient in market research and translating metrics into strategic recommendations.
• Excellent communication and project management skills, adept at prioritizing in fast-paced settings.

Responsibilities

• Lead priority initiatives that require cross-team collaboration and focused leadership on key organizational objectives.
• Oversee business analysis across functional areas, including performance metrics and financial visibility for informed decision-making.
• Drive coordination of initiatives spanning multiple departments, identifying obstacles and providing actionable insights.
• Collaborate with senior leaders to translate organizational goals into measurable OKRs and KPIs, maintaining reporting rhythms.
• Establish operational frameworks and maintain cadence for updates, decision tracking, and initiative management.
• Continuously identify and implement process improvements across the customer experience organization.

Skills

Strategy

Business ops

Program mgmt

Cross-functional

Analytical skills

Financial modeling

Market research

Communication

Job description

Ladders is seeking a Senior Manager, Customer Strategy & Operations (East Coast) to lead priority initiatives across the customer experience organization, partnering with Services, Renewals, Sales, and Business Strategy to drive alignment, improve visibility, and support measurable business outcomes. This role turns complex data into actionable insights, builds operating rhythms, and improves processes across functions.

Location: Remote - US based candidates only; visa sponsorship not available.