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Senior Operations Manager

New York, New York

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About the team:
The Xandr technology enablement team is looking for a senior operations manager to join our growing organization and support the day to day activities of our world-class customer success organization. customer success operations at Xandr enables a world class organization through disciplined strategy and execution, scaled operations, and accountability. Through our communication architecture, operating model and KPIs, we provide transparency on plans and illuminate key insights to enable leadership to make data-driven decisions to grow the business and support delivery of the company strategy. Serving as the critical bridge between our technology and our business, we partner with customer success, product teams, senior leadership, and go-to-market teams to facilitate strategic planning, business management, and commercialization.

About the job:
The senior operations manager will support the planning and execution of strategic objectives for our customer success and client services teams:

  • Manage key strategic initiatives that enable the customer success and client services leadership priorities
  • Maintain and improve the customer success team’s operating model to drive accountability and support execution for leadership and cross-functional teams
  • Create and implement a communication architecture within customer success
  • Work with customer success leaders to develop and plan for annual and longer term roadmaps, activities, and OKRs
  • Partner with product ops team to be involved in roadmap creation and provide ongoing visibility into delivery across the company
  • Run Xandr’s cross-functional operating metrics review meetings and drive alignment on inputs from leadership team
  • Develop KPIs to track against customer success priorities and operationalize these KPIs into decision making
  • Conduct quantitative and qualitative analysis to drive business insights, decision making, and actions
  • Drive reporting and communications on success and challenges with multiple levels of the organization
  • Create requirements for Salesforce Service Cloud workflows by working across multiple teams to identify gaps
  • Decompose work efforts into phases, activities and tasks to estimate the level of effort and to develop and maintain project plans that include: deliverables, activities, and critical dependencies to complete the project

    About your skills and experience:

    • 4-7 years of post-university experience in an operational, management consulting, project management, strategy & operations, or equivalent position
    • Experience working in a customer success organization is a plus
    • Bachelor’s degree or equivalent
    • Proven ability to deconstruct complex problems into well-defined projects
    • Excellent analytical, problem-solving abilities; strong eye for detail and ability to develop actionable recommendations
    • Enjoys thinking both strategically and tactically; can solve for the big picture while executing against what needs to be done
    • Experience managing cross-functional projects, work products, or initiatives that touch multiple VP or C-Level business partners
    • Excellent listening, communication, interpersonal and presentation skills; ability to communicate effectively to senior management and broad cross-functional stakeholders
    • Flexibility with an ability to adapt to unique, in-the-moment challenges, able to manage competing priorities with excellent judgement
    • Strong “ownership” mentality and a bias for action
    • Excel and PowerPoint mastery


    More about you:

    • You are passionate about a culture of learning and teaching. You love challenging yourself to constantly improve, and sharing your knowledge to empower others
    • You like to take risks when looking for novel solutions to complex problems. If faced with roadblocks, you continue to reach higher to make greatness happen
    • You care about solving big, systemic problems. You look beyond the surface to understand root causes so that you can build long-term solutions for the whole ecosystem
    • You are a self-starter, with a “can-do” attitude, and ability to problem-solve with minimal supervision
    • You don’t mind “rolling up your sleeves” and running analyses yourself

    Job ID 2116971X Date posted 03/26/2021
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