Customer Support Representative
ePayPolicy
Customer Operations Manager
VitalSource
full-time
Posted on:
Origin: • 🇺🇸 United States • Illinois, Massachusetts, North Carolina, Tennessee
Visit company websiteSalary
💰 $64,500 - $80,000 per year
Job Level
Mid-LevelSenior
About the role
- Develops, implements, and optimizes operational processes for the segment to enhance efficiency and productivity.
- Ensures all operational activities for the assigned segment comply with company standards, policies, and regulatory requirements, and implements quality assurance processes to maintain high standards.
- Conducts regular assessments and audits of existing processes for the assigned segment to ensure they meet organizational standards.
- Monitors and evaluates key performance indicators (KPIs) to measure operational efficiency and effectiveness.
- Analyzes operational data to identify trends, inefficiencies, and areas for improvement.
- Prepares and provides reports to internal leadership on the overall health and success of customer operational requirements based on established metrics and criteria for the assigned segment.
- Coordinates with cross-functional teams to support company-wide initiatives.
- Manages assigned segment initiatives, ensuring clear communication and timely delivery of operational solutions.
- Provides training and oversight to CS Ops and outsourced teams to ensure superior operational support for all Customer Success activities.
- Ensures operational processes align with customer needs and expectations.
- Works with customer-facing teams to address and resolve operational issues affecting customer satisfaction.
- Acts as an escalation point for segment operational concerns or issues, communicating unique requirements to support other VitalSource partner needs.
Requirements
- 3 years of customer operations experience
- 2+ years of project or process management experience
- 2+ years of working closely with product management teams
- Prior experience in process improvement, team management, and analytic tools ( e.g , Looker) preferred
- Technical Skills: Deep platform & integration expertise (VitalSource systems, customer-support processes)
- Advanced Excel / Microsoft Office for audits, KPI tracking, reporting
- Customer-success tech-stack knowledge (integrations, automation)
- Process & project management (scope, execute, measure)
- Operational policy & compliance fluency
- Clear, influential communication (written, verbal, presentation, active listening)
- Relationship building & collaboration across functions and levels
- Attention to detail in data and documentation
- Multitasking & adaptability in a dynamic workload
- Sound judgment & decision-making
- Customer Operations Man… Rapid learning & application of new knowledge/tech
- Customer-business understanding & empathy
- Change-management leadership and stakeholder influence
- Negotiation and conflict-resolution skills
- Continuous-improvement mindset centered on customer value
