Customer Operations Manager

About Bluecatnetworks

BlueCat is a key player in the rapidly growing space of Intelligent Network Operations, providing a new model of network operations that links foundational core services with a deep, predictive understanding of network health and performance.

Job Summary

As a Customer Operations Manager, you will lead strategic initiatives that enhance customer experience, drive operational excellence, and enable our Customer Success teams to perform at their best.

Key Responsibilities

• Lead Customer Operations team which includes Business Operations, Customer Experience, PS Operations, and Technical Operations.
• Develop scalable frameworks and programs that deliver consistent, high-quality customer experience across the CS teams.
• Act as a customer journey subject matter expert, leading continuous improvement efforts in our CS engagement model.
• Develop strategies and systems for an onboarding program including design, documentation, and execution plans for new customers.
• Coordinate and improve onboarding, training, and enablement programs for Customer Success teams.
• Work with Leaders across Customer Success to define and operationalize key metrics across onboarding, health scoring, retention, and growth.

Requirements

• Experience in customer operations or related field.
• Strong analytical and data fluency skills.
• Ability to lead cross-functional teams and initiatives.