Customer Operations Manager

Who we are…

YOOBIC is an all-in-one Frontline Employee Experience Platform. Our mobile app gives business leaders and frontline teams the performance tools they need to communicate, learn, and work - all in one place. With streamlined communications, mobile learning, and digitized task management, YOOBIC drives operational excellence while drastically improving the frontline employee working experience. 350+ companies around the world including Boots, BurgerFi, Lancôme, Lacoste, Levi’s, Logitech, Peloton, Puma, and Vans trust YOOBIC to improve operational consistency and agility, get real-time visibility into multi-location business execution, and improve their customer experience.

In Autumn 2021 we were successful in receiving our Series C funding of $50m from some incredible investors such as Highland Europe, Felix Capital and Insight Partners.

We are a diverse organisation that empowers its employees to achieve their goals and develop themselves along the way. There is a great sense of team at YOOBIC and a real passion for the future of work. You will have the opportunity to quickly make an impact and given the innovative product (which customers love) and our predicted growth trajectory, this is an exciting time to join YOOBIC!

To learn more about YOOBIC visit www.yoobic.com or follow us on LinkedIn

What we need…

Yoobic is looking for its first Customer Operations Manager who will build and establish scalable global processes and programs for our Customer department (Implementation, Success & Support) to drive sustainable, long-term growth.

As the first member of this team, you will serve as a trusted business partner to the Customer Leadership team and be responsible for defining, tracking, and implementing business objectives, initiatives, strategies, and tactics, ranging from core performance metrics, systems and data quality improvements to recommendations on productivity and efficiency improvements across the Customer organisation. It will include strong collaboration with cross functional teams i.e. finance, sales operations, enablement etc. to create and streamline processes, identify efficiencies, and share learnings and best practices. This role requires hands-on execution within a hyper-growth environment, and to be successful, you need to be a self-starter, comfortable working in a dynamic, data-driven environment, and demonstrate curiosity and a “get things done” attitude.

We are looking for someone who is highly analytical, collaborative, communicative, strategic, consultative, and tactical, with an eye toward critical thinking and problem-solving. This is a crucial role that will help build and scale the Customer team operations.

What you'll do…

• Establish and build out key performance indicators, reporting, and dashboards across all customer team functions, partnering closely with customer leadership to understand performance drivers and opportunities for improvement

• Provide ongoing monitoring, analysis, and visibility into the health of business, with a focus on consistency, accuracy, and simplicity when presenting metrics

• Build trusted partnerships with stakeholder teams and leaders not only within the customer team but across the organisation to eliminate silos, support cross-functional strategic initiatives, and link strategy to operations when building out solutions

• Drive and own key customer initiatives and programs designed to optimise customer growth and retention, improve productivity, and remove barriers to execution for our customer teams, from discovery, requirements gathering, planning to execution, including systems design and implementation, capacity and headcount planning, customer segmentation modelling, data quality improvements, etc.

• Partner with core internal technical teams (Sales op, IT, etc.) to design and implement tools and systems, model and simulate improvements to existing business processes, walking through ‘what if’ scenarios and dry runs to identify and resolve gaps prior to implementation

• Lead quantitative analysis to drive continuous improvement, identify roadblocks and present strategic recommendations to customer leadership for decision-making and investment

• Communicate findings clearly and effectively and make recommendations for improvement. Identify root causes of problems and demonstrate the ability to develop and make recommendations for solutions to mitigate root cause

• Oversee/manage day-to-day customer operations such as CRM accuracy, retention forecasting, post-sales handoffs processes, internal QBR reporting, ad-hoc analysis

What you have...

• 4+ years experience in an operating role or Revenue Operations at a fast-growing scale-up, ideally in a B2B/SaaS environment. Additional experience in strategic consulting or Investment Banking is ideal

• Excellent analytical, problem solving, and critical thinking skills; intellectually curious with proven ability to develop insights and communicate clearly at all organisational levels

• A Google Sheet wizard who loves being hands-on

• Strong cross-functional acumen; experience as an effective business partner across functions, levels, and geographies, developing trusted collaborative relationships to drive successful business outcomes

• Project managements skills, able to lead cross-functional work streams, influence stakeholders, execute on priorities, be effective and decisive under pressure, and inspire change and action in order to drive complex cross-functional programs under tight timelines and resource constraints

• Excellent written and verbal communication skills; ability to blend quantitative and qualitative information for effective storytelling to senior leadership

• Positive can-do attitude, strong bias for action, an intrinsic ability to deal with ambiguity, natural perseverance, and ability to work independently

• Highly organised, flexible, nimble, and skilled at driving multiple topics simultaneously whilst maintaining high quality standards

• Experience with G-Suite, Microsoft Office, and Analytics/BI tools i.e. Looker, Tableau, etc.

What we offer...

• 33 days annual leave (including bank holidays)
• Scottish Widow Pension scheme
• Vitality medical coverage - Including primary care, hospital care and additional mental health coverage
• Simplyhealth cash plan (includes dental and vision coverage)
• Healthy Mind EAP
• Short Term and Long Term disability coverage
• Life Assurance
• Critical Illness coverage
• Enhanced parental leave
• Team events including weekly breakfast, gourmet lunches and lots of social events
• Weekly free online HIIT sessions + gym discounts
• Regular training and coaching to make you even better in your role

We are an equal opportunity employer that values diversity and inclusion. We are committed to equal employment opportunities and we want to ensure that our recruitment process is accessible to everyone. If you have a disability or additional need that requires reasonable accommodations during the process please do not hesitate to let us know. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.