Principal Ops Prod Coordinator
Capital One
Manager, Customer Operations
Drata
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $106,100 - $163,800 per year
Job Level
Mid-LevelSenior
About the role
- Lead process optimization across onboarding, support, retention, and new product initiatives
- Partner on strategic planning, including fiscal year planning and organizational design
- Drive insights on customer health and adoption with Data & Analytics teams
- Manage cross-functional projects on risk mitigation, business reviews, and service deployments
- Support M&A integrations to unify customer experience across systems and processes
- Define, monitor, and refine KPIs and operational metrics for efficiency and customer value
- Optimize core CS systems, including Salesforce, CSPs, and support platforms
Requirements
- 5-8 years of experience in Customer / CS Ops or related Ops function, ideally within a hyper-growth B2B SaaS environment
- A proven track record of optimizing business processes, managing complex projects, and driving operational excellence within a customer-facing organization
- Exceptional analytical skills, with the ability to translate complex data into clear, actionable insights and strategic recommendations
- Advanced proficiency with CRM platforms (e.g., Salesforce) for reporting, dashboarding, and data management, along with deep knowledge of Customer Success Platforms (CSPs) such as Catalyst, Gainsight, or Totango
- Strong understanding and experience with project management and process optimization tools
- Demonstrated ability to be highly data-driven with an eye for clean and scalable design, leveraging data to inform process improvements and strategic decisions
- Outstanding communication and presentation skills, with the ability to effectively translate complex operational insights into compelling narratives for diverse audiences, including senior leadership.
- A strategic mindset that connects day-to-day operational execution to broader business goals and long-term scalability
- Proficiency working with and presenting to senior leadership and technical teams in Data Engineering, Product Development, and Systems Integrations
- Ability to manage competing priorities in a results-driven environment
Benefits
- Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on demand health care concierge
- HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan)
- 100% paid short and long term disability plus life + AD&D benefits
- Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
- Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
- 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child (available after six months of employment)
- Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office
- 401K: Reach your financial goals while reducing your taxes
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
process optimizationproject managementdata analysisKPI monitoringoperational metricsbusiness process optimizationdata-driven decision makingstrategic planningcustomer health insightsrisk mitigation
Soft skills
analytical skillscommunication skillspresentation skillsstrategic mindsetability to manage competing prioritiescollaborationnarrative translationorganizational designcustomer-facing experienceresults-driven
