The opportunity
The User Operations team (Support) is central to ensuring that our customers' experience with our products is nothing short of exceptional. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products.
What you'll do
Drive the ideation and operationalization of new support systems, processes, and programs.
Collaborate with leaders to identify, evaluate, and prioritize new strategic: and operational initiatives, ensuring alignment with company goals and unique organizational objectives
Work with product, engineering, and data teams to uncover and address key: operational challenges and growth/scaling opportunities within the support organization, such as automation, process optimization, and enhanced self-service options.
Deep dive into the critical drivers of our support operations and identifying: opportunities for optimization and innovation.
Partner with other members of the go-to-market organization, product, and: partnerships to launch new initiatives – helping think through strategic impacts, executing on operational components, and driving change management.
Have 8+ years of experience in operations, strategy, and consulting, with at: least 5 years of experience building and leading customer-facing operations. You have a history of high impact work in a technical environment.
What they're looking for
- Are non-traditional: this role will require leveraging technology and concepts that are not yet established in the world (some of which you will produce yourself).
- Are comfortable operating at all altitudes: discussing strategy and vision with executives, and troubleshooting operations with individual contributors.
- Have extensive experience in taking end-to-end ownership of large, ambiguous: problems, and breaking them down into clear, actionable plans.
- Have direct experience engaging with executives and senior leaders to influence and drive strategic decisions.
