Remote Senior Business Operations Manager, Customer Support

Summary

Join Sprout's Customer Support team as a Senior Business Operations Manager to drive and execute Support's Strategy (OKRs), work closely with the Head of Customer Support, and bridge gaps between other departments across Sprout.

Requirements

• 5+ years of experience in operations or strategic business roles, with a strong emphasis on strategic planning and prioritization frameworks, and leading business transformation initiatives
• Demonstrated success in managing complex, cross-functional projects from inception to completion, and driving measurable business impacts
• Strong analytical/data-driven background with proven ability to use data to provide actionable insights, strategic recommendations, and root cause analyses related to customer health and journey milestones

Responsibilities

• Lead strategic planning with the Head of Customer Support, aligning with Sprout’s OKR framework
• Develop tracking mechanisms for progress visibility and accountability, ensuring support operations roles are aligned with priorities and work is well-defined
• Support and manage QBRs within Support and with the Executive Leadership Team
• Foster leadership alignment among the Support leadership team by ensuring clear priorities, surfacing blockers, identifying continuous improvement opportunities, managing leadership meetings (agenda, content, follow-up), and driving planning and preparation for on-site and off-site events
• Drive larger cross-functional projects that don’t have a clear home. Conduct ad-hoc research and analysis to inform decision-making. Help support the budgeting & T&E process with leadership
• Steer and facilitate communication by drafting key messages, ensuring consistent cascading through leadership, supporting internal and external presentations, acting as a proxy in meetings for the Head of Support, and serving as a liaison to align on cross-functional initiatives

Benefits

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
• High-quality and well-maintained equipment—your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program and employee-led diversity, equity and inclusion initiatives