Operations Manager, Customer Ops

Summary

Join Fireblocks' Customer Operations team as a strategic and hands-on Operations Manager. This pivotal role drives operational excellence, process improvement, and enables Customer Success and Professional Services to achieve their goals. You will be a cross-functional leader, analyzing data, recommending process improvements, and implementing new programs to boost team productivity. This requires strong analytical, communication, and problem-solving skills, along with experience in customer success or professional services operations. The role involves collaboration with various stakeholders and requires a passion for problem-solving and data-driven decision-making. A competitive compensation package is offered, including a base salary range of $102,000-$134,000, a target bonus, equity grant, and generous benefits.

Requirements

• 4+ years in Customer Success Operations, Professional Services Operations, or Field/GTM Operations
• 2+ years in CS/PS/Sales tools experience - Salesforce required; Experience with Certinia, Planhat or other customer-focus technologies (Gainsight, Catalyst, etc.)
• Experience in an operational role with success in identifying and executing process and program improvements
• Proven track record to manage conflict, build consensus, and facilitating problem-solving and collaboration amongst cross-functional teams
• Ability to also balance delivery of results, client management
• Strong observation, analytical, numerical reasoning, business acumen, and enablement skills
• Ability to bring clarity and structure when managing fluid expectations and evolving demands
• Strong written and verbal communication skills, with a track record of presenting to stakeholders
• Strong analytical thinker with an eye for detail and the ability to combine business understanding and technology
• Passion for problem-solving, with an ability to approach problems from multiple perspectives

Responsibilities

• Become a trusted business partner to stakeholders, taking a genuine passion for their mission, and setting them up for success
• Analyze operations and financial data to identify business insights and opportunities for process improvement
• Recommend and develop operational process improvement initiatives in support of the business strategy
• Implement new processes and programs that can boost team productivity
• Provide ongoing operational process oversight and monitoring of process adherence and effectiveness
• Breaking down complex problems and proposing thoughtful recommendations

Benefits

• A reasonable base salary range estimate for this position is $102,000- $134,000
• Target bonus
• A very competitive equity grant
• Very generous benefits