Support Operations Manager

Job Description

As a Manager - Support Operations at Zenoti, you will play a crucial role in enabling operational excellence for the Customer Success organization. Your responsibilities will involve collaborating with CS leaders, cross-functional teams, and project owners to identify, implement, and track key initiatives that enhance customer outcomes, retention, and experience. Your efforts will drive the operational rhythm, improve processes, and provide CS teams with the necessary insights, tools, and governance to consistently deliver value.**Role Overview:**You will partner with Support leaders to define operational KPIs, build frameworks to measure success, and lead reporting initiatives. Additionally, you will map out key Support processes and tools, identify areas for automation, standardization, and optimization, and work with data and insights teams to develop Power BI dashboards for real-time visibility into Support performance. Your role will involve driving the operational cadence of various activities such as QBRs, customer reviews, renewals, and risk management programs. Furthermore, you will ensure accurate documentation of Support processes, policies, and handbooks, identify gaps in process implementation across customer journey stages, and design audit processes to drive accountability and track improvement.**Key Responsibilities:**- Define operational KPIs and build frameworks for measuring success- Map out key Support processes, identify areas for automation and optimization- Develop Power BI dashboards for real-time visibility into Support performance- Drive operational cadence of QBRs, customer reviews, renewals, and risk management programs- Ensure accurate documentation of Support processes, policies, and handbooks- Identify and close gaps in process implementation across customer journey stages- Design and implement audit processes for Support programs- Champion cross-functional collaboration with Success, Product, and Revenue Ops teams**Qualifications Required:**- 10 years in Customer Success Operations, Business Operations, or equivalent roles- Proven experience in building and scaling CS Ops frameworks, cadences, and governance models- Strong knowledge of SaaS metrics and customer journey tracking- Certified Lean Six Sigma Green Belt or higher/MBA in Operations with Lean Six Sigma principles- Ability to synthesize complex data into actionable insights and influence decision-making- Strong program management and process improvement skills- Ability to work independently and collaborate with global cross-functional teams*Desirable Requirements:*- Experience in customer-facing CS or account management roles- Familiarity with Gainsight, Salesforce, Jira, or similar CS tech stack- Experience using Power BI- Project management experience (PMP/Agile certifications a plus)If you are looking for a challenging yet rewarding opportunity, Zenoti offers you the chance to be part of an innovative company that is revolutionizing the wellness and beauty industry. You will work with a dynamic and diverse team that values collaboration, creativity, and growth. Additionally, you will have the opportunity to lead impactful initiatives and shape the global success of Zenotis Customer Success function. Zenoti provides equal employment opportunities and a supportive work environment where your contributions are valued and recognized. As a Manager - Support Operations at Zenoti, you will play a crucial role in enabling operational excellence for the Customer Success organization. Your responsibilities will involve collaborating with CS leaders, cross-functional teams, and project owners to identify, implement, and track key initiatives that enhance customer outcomes, retention, and experience. Your efforts will drive the operational rhythm, improve processes, and provide CS teams with the necessary insights, tools, and governance to consistently deliver value.**Role Overview:**You will partner with Support leaders to define operational KPIs, build frameworks to measure success, and lead reporting initiatives. Additionally, you will map out key Support processes and tools, identify areas for automation, standardization, and optimization, and work with data and insights teams to develop Power BI dashboards for real-time visibility into Support performance. Your role will involve driving the operational cadence of various activities such as QBRs, customer reviews, renewals, and risk management programs. Furthermore, you will ensure accurate documentation of Support processes, policies, and handbooks, identify gaps in process implementation across customer journey stages, and design audit processes to drive accountability and track improvement.**Key Responsibilities:**- Define operational KPIs and build frameworks for measuring success- Map out key Support processes, identify areas for automation and optimization- Develop Power BI dashboards for real-time visibility into Support perfo

Keyskills :
Business OperationsLean Six SigmaProgram ManagementProcess ImprovementProject ManagementCustomer Success Operations