Operations Manager - Customer Success

Operations Manager – Customer Success

Townsquare Interactive

This position requires you to work in our Downtown Phoenix office

About Townsquare Interactive:

At Townsquare Interactive, we specialize in empowering small and medium-sized businesses to thrive. Our stellar business management platform enhances customer flow, ensuring ongoing success. From comprehensive business management software to website design, SEO, social posts, and reputation monitoring – we've got all your digital needs covered. Our mission is to simplify success for businesses of all sizes.

The Operations Manager – Customer Success Opportunity:

As an Operations Manager, you will lead and develop a high-performing Customer Success team, ensuring excellence in onboarding, inbound and outbound call handling, edit requests, account management, and account resolution. You will drive operational efficiency by optimizing processes, implementing best practices, and monitoring key performance metrics to enhance team performance and customer satisfaction. As part of the continued growth of our Phoenix office, you will play a key role in building and supporting our expanding team while partnering closely with leadership and cross-functional teams to improve customer experiences, resolve escalations, and contribute to overall business growth.

Responsibilities:

Team Leadership & Development

Lead, train, and mentor Onboarding Specialists and Customer Success Specialists, fostering a high-performance, customer-focused team.

Conduct regular coaching sessions, one-on-ones, and skill-building workshops to drive growth and accountability.

Lead by example, promoting professionalism, collaboration, and a results-driven culture.

Client Onboarding and Campaign Deployment:

Oversee the onboarding process, ensuring seamless communication between sales, production, and account management teams.

Ensure campaigns are launched in alignment with client's business goals and expectations.

Act as an escalation point for complex onboarding issues, resolving them promptly and effectively.

Performance & Process Management

Monitor and analyze KPIs for inbound/outbound calls, account management, product adoption and issue resolution.

Optimize workflows to improve efficiency, meet SLAs, and enhance customer satisfaction.

Hold team members accountable for performance goals, providing clear feedback and improvement strategies.

Collaboration & Communication

Partner with cross-functional teams to ensure seamless service delivery and continuous process improvements.

Act as the escalation point for complex customer issues, ensuring swift and effective resolution.

Provide leadership with regular updates on team performance, challenges, and strategic recommendations.

Continuous Improvement & Strategy Execution

Identify and implement best practices to enhance training, workflows, and customer success operations.

Stay informed on industry trends to drive innovation and maintain a competitive edge.

Foster a culture of learning, adaptability, and process optimization to ensure sustained success.

Qualifications:

BA/BS degree in Business Administration, Management, or a related field (preferred)

Minimum of 5 years of experience in a leadership role within a SAAS or digital marketing environment.

Strong leadership and team management skills with the ability to inspire and drive performance.

Exceptional presentation, interpersonal, and communication skills

Analytical mindset with the ability to interpret data and make informed decisions.

Experience with call volume tracking and allocating headcount to support business needs.

Exceptional problem-solving skills and the ability to handle high-pressure situations.

Benefits:

Competitive base salary and bonus plan

3 weeks PTO

9 paid holidays (including 2 personal/floating holidays)

Volunteer Time Off

Health, Dental, and Vision Insurance

Pet Insurance

401(K) Retirement Plan with Company Match

Employee Stock Purchase Plan

Company-provided laptop

Comprehensive training and growth opportunities

Unlimited growth potential in a dynamic work environment

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