Head of Customer Operations
21 hours ago
**About Us**
Now more than ever, people want every experience to be instant and on-demand. And when it comes to getting paid, people want their cash yesterday. But every year organizations waste time, money and energy sending more than $20 trillion in payouts to individuals using cash, checks, credit, debit, prepaid and gift cards Held back by the legacy banking systems, crushed by the costs and complexity of credit cards there is this monster industry still lingering in the digital dark ages.
At WeGift we’re changing all that. We’ve built our own proprietary payment rails that enables any organisation to send money to any individual, anywhere, instantly. No bank account required. No insane interchange fees. We even get up to 20% in commissions from retailers for driving sales which we pass onto our customers. It’s discounted money We’re throwing away the old model, and transforming how we move and use money forever.
We want amazing people like you to join us and be part of that journey.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
You can read more about our team here: Diversity & Inclusion
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The Role*
This is an exciting opportunity to lead a **new** branch of our Customer team, Customer Operations. Customer Operations helps steer the ship on the Customer team, focusing on discovering, implementing and managing the best processes and tools for the Customer team to use. You will drive the effectiveness and efficiency of our Customer team and be their trusted partner in defining customer success objectives, strategy, tactics, and in implementing processes that scale.
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Requirements*
**What Excites You**
- Driving the strategy and alignment for our customer operations team, ensuring we build and maintaining a best in class, innovative team.
- Establishing and managing policies, procedures and reporting and drive operational results across the Customer team
- Owning the management of the customer lifecycle together with the Head of Customer Success: Determining the timing and content of touchpoints for different teams along the customer journey to drive optimal activation, ramp up and expansion.
- Driving the strategy and alignment for our customer operations team, ensuring we build and maintain a best in class, innovative team.
- Able to coordinate and manage various communication scenarios, to synchronise outreaches with all departments for better dialogue with our customers
- Creating and implementing cross-functional processes that help meet the Customer's team NRR target and deliver on customers’ needs and expectations.
- Working with the VP of Customer Success to determine the metrics on which compensation and targets are based, and define targets for those metrics
- Translating business initiatives into actionable objectives for Customer Success operations by developing, coordinating, and implementing a plan then measuring the overall impact and success
- Ensuring that the CS Ops team works in collaboration with all other business functions
- Mentoring and developing each team member to support personal and professional growth of the department.
- Detecting early signals of at-risk accounts, working collaboratively design playbooks to address them, and provide a path to escalation and resolution
- Tracking leading indicators of performance to understand what’s going well and what needs improving & more focus, communicating with all branches of the customer team to execute as required.
- Using predictive analytics to provide trends and insights around retention, churn, renewal linearity, and propensity to buy
- Identifying and implement improvements in the customer team, ensuring our tech-stack meet the evolving needs of all the Customer team branches
**What Excites Us**
- Ideally 8+ years of work experience focused on using data to uncover insights that drive action within the Operations function
- Ideally 5+ years of experience in a leadership or managerial role
- Experience across multiple operations functional areas: Sales, Services, Customer Success
- Experience using Customer Success Software, CRM Software and BI Tools (Tableau, Looker)
- Experience with data management and an understanding of data transformation and visualization techniques to drive insights and data-driven decision making
- Demonstrated ability to coach teams to deliver a superior customer service experience along with strong team-building and motivational skills
- Ability to partner effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software.
- Demonstrable experience in analyses, reporting and processes across a broad range of Customer Success topics such as retention, renewal processes, compensation, performance, renewal trends, churn, and forecasting
**Benefits**
- Private Med
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