Job Level
Mid-LevelSenior
About the role
- Partner directly with the VP of Customer Operations & Experience to surface insights and identify performance trends.
- Enable operational excellence across the customer journey, collaborating with service delivery, support, onboarding, and account management.
- Collaborate cross-functionally with Product, Sales, Marketing, Strategy, and RevOps to align systems and processes.
- Support operational initiatives that improve scalability, profitability, and customer experience across service delivery functions.
- Anticipate operational bottlenecks and proactively design solutions to strengthen delivery and retention.
- Build and refine the sales-to-delivery handoff process to ensure seamless campaign execution, on-time delivery, and quality outcomes.
- Design and optimize workflows to increase campaign delivery speed, consistency, and ROI.
- Develop and maintain dashboards, KPIs, and reporting frameworks to measure efficiency, campaign health, and customer value delivery.
- Identify and integrate opportunities to leverage AI tools for automation, content generation, risk detection, and performance analysis.
- Share insights and best practices with Customer Success, Delivery, and Support teams and present insights to senior stakeholders.
- Monitor operational and customer experience benchmarks and document/scale best practices to enhance delivery efficiency and knowledge retention.
Requirements
- 3–5 years of experience in customer operations, marketing operations, or business analytics.
- Proven background in agency or performance marketing campaign operations, including workflow optimization, resource planning, and capacity management.
- Strong data analysis skills with experience using analytics tools, BI dashboards, CRM/campaign management platforms, and proficiency in Excel/Google Sheets.
- Demonstrated ability to translate customer and campaign data into actionable insights that drive measurable improvements.
- Experience collaborating cross-functionally with senior stakeholders in a fast-paced, high-growth environment.
- Familiarity with AI tools and automation platforms to improve operational efficiency.
- Excellent written and verbal communication skills, with the ability to influence through data and storytelling.
- A customer-first, data-driven mindset paired with resilience, ownership, and a bias for action.