Business Operations

• Coordinate how CS teams are composed and structured against the long-term organizational plan
• Design and maintain the operating model that governs how pods are built and how work flows through the team
• Place the right people on the right accounts and projects based on technical fit, workload fit, and specialization
• Embed the Skill Tree framework into pod and account assignment decisions
• Maintain CSM and CGM workload standards across the team
• Measure and balance workload and service levels across teams as accounts and projects move
• Keep the Workload Dashboard live and connected to the Capacity Model
• Ensure ≥90% of new accounts are assigned within week one; reduce VP manual intervention by 40%
• Establish the account motion and client journey framework end to end
• Build and maintain tools to track account transitions and pod graduation on schedule
• Deliver decision-ready reporting to VPs and Directors on workload, account flow, pressure points, and their correlation with performance and churn
• Measure how projects, process improvements, and AI deployments translate into real efficiency and workload gains
• Maintain the hiring forecast vs. reality delta to within 10%
• Feed account matching quality data into Account Risk V2

Business Operations Manager, CS Structure & Capacity

• Own the full project backlog (~22 active projects) in a single source of truth: status, priority, sponsor, and impact — kept live and visible at all times
• Hold priority under pressure across competing demands and multiple stakeholders
• Run a single intake for field needs and eliminate ad-hoc parallel requests
• Prioritize with judgment rather than by who asks loudest
• Translate CS vision into clear, actionable requirements
• Map processes across the organization to determine what should be built with technology or AI — and what should not
• Drive rollout with the champion network and ensure real adoption — not just launch
• Unblock work with the AI Build Team and Science
• Maintain the progress dashboard tracking headcount, cost, churn/NRR, adoption, and other key KPIs
• Report on program impact monthly to CS leadership

See all jobs on JobTailor

Business Operations Manager, CS Structure & Capacity

Business Operations Manager, Customer Strategy