Senior Manager, Customer Operations – Experience Optimization
Office Depot
PythonSQLTableau
SVP, Strategy & Operations
Toptal
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Build and own the vision, strategy, and execution plan for Toptal’s services and talent functions—including all service lines.
- Define the organizational structure and leadership model for the Services and Talent Operations teams, ensuring the right roles and capabilities are in place.
- Provide hands-on operational leadership, bringing rigor, consistency, and clear accountability to all service lines and functions.
- Translate high-level business and operational goals into detailed operational roadmaps for all areas of responsibility.
- Establish scalable processes and systems to ensure delivery excellence, efficiency, and client satisfaction at scale.
- Oversee talent supply, matching, and resource planning in coordination with Services and Talent Operations to meet evolving client needs.
- Partner cross-functionally with Product, Marketing, Finance, and Legal to execute on strategic priorities and company-wide initiatives.
- Drive a high-performance culture across all functions and businesses, while ensuring Talent Operations is tightly aligned to support delivery excellence, scalability, and evolving business needs.
Requirements
- Bachelor’s degree is required. Master’s degree in Engineering, Business, or a related field preferred.
- 10+ years of progressive leadership experience in managing complex service organizations and multiple business units, ideally within professional services or technology-driven environments.
- Proven track record of successfully leading multi-service line operations with accountability for P&L, growth, and operational excellence.
- Demonstrated ability to develop and execute scalable operational strategies that drive efficiency, client satisfaction, and sustainable growth.
- Experience at a technology or hyper-growth company is strongly preferred.
- Management consulting experience at a top-tier firm (e.g., McKinsey, Bain, BCG) or investment banking experience is preferred but not required.
- Exceptional strategic thinking and problem-solving skills, with the ability to make data-driven decisions in ambiguous environments.
- Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels, including executives and clients.
- Experience driving cross-functional collaboration and alignment across sales, marketing, delivery, and support functions.
- Excellent organization skills and detail-oriented. You are hyper-organized, know how to work efficiently, and prioritize execution, as well as mentor others to do the same.
- Adaptable. Comfortable managing changing priorities, learning new skills, and building consensus across varied senior stakeholder groups.
- Ownership. You are a dependable leader who takes responsibility for your success as well as the success of the entire team.
- Quality. You take pride in everything you deliver as a reflection of yourself.
- Ability to work in a fast-paced, rapidly growing company and handle a wide variety of challenges, deadlines, and a diverse array of contacts.
- Willingness to travel to meet with clients, team members, and stakeholders.
- You must be a world-class individual contributor to thrive at Toptal. You will not be here just to tell other people what to do.
Benefits
- This is a remote position. Resumes and communication must be submitted in English.
- Regularly and reliably attend scheduled virtual team meetings on camera.
- Work independently with minimal supervision.
- Use all required digital collaboration tools.
- Prioritize and self-manage workflows and deadlines.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
operational leadershipservice line operationsP&L managementscalable operational strategiesresource planningdata-driven decision makingstrategic thinkingproblem-solvingcross-functional collaborationclient satisfaction
Soft skills
communication skillsinterpersonal skillsorganizational skillsadaptabilityownershipquality focusinfluencing stakeholdersmentoringdetail-orientedexecution prioritization
Certifications
Bachelor’s degreeMaster’s degree in EngineeringMaster’s degree in Business
