Senior Manager, Customer Success Operations
Core
People leader and program owner responsible for enabling consistent, scalable execution across the Customer Success organization by defining standard operating models, processes, and governance.
Role type
Senior Manager, Customer Success Operations
Builds
Standard operating models, playbooks, reporting frameworks, and governance structures for global Customer Success programs.
Domain
Transportation technology and defense services
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
People leadership, program management, process design, cross-functional coordination, KPI definition, ITIL practices, service delivery operations, executive reporting
Preferred skills
Transit or public-sector technology experience, FinOps and cost-to-serve modeling, ServiceNow and data visualization tools, global service organization experience
Technologies
ServiceNow
Responsibilities
Lead and develop a team of Program Managers; define and improve standard operational processes and playbooks; own the internal and customer-facing reporting framework and KPIs; run the Monthly Operating Review rhythm; coordinate cross-functional alignment on service delivery and incident impacts; build and maintain the CS onboarding and training system.
Seniority
Senior, hands-on IC
