Sr. Manager, Customer Operations

The Role:

Sr. Manager, Customer Operations, plays a key role in ensuring a successful product and service delivery to Glia’s customers. The ideal candidate will have a strong background in management consulting and a track record of delivering strategic insights and operational excellence in a fast-paced, cross-functional environment.

In this role, you will work closely with our Customer Success & Services leadership team to develop customer operations strategies and implement performance improvement initiatives while developing and leading an in-office team of Technical Support Engineers located in Vancouver, Canada. 

What you’ll do:

1. Customer Operations Strategy:
• Work closely with the Global Director of Client Engineering and other post-Sales leaders to develop and execute customer support strategies aligned with company objectives.
• Establish and monitor KPIs to measure team performance and customer satisfaction.
• Considers and evangelizes the approaches other global customer teams should take to achieve their goals. Impact goes beyond team-oriented goals
2. Team Leadership and Development:
• Recruit, train, and manage technical support engineers.
• Provide mentorship, coaching, and performance feedback to team members.
• Set clear goals and performance expectations for team members and foster a culture that supports Glia values.
3. Process Improvement:
• Analyze support workflows and processes to identify areas for improvement and implement solutions.
• Ensure efficient incident handling, escalation, and resolution procedures.
4. Customer Advocacy:
• Act as a customer advocate within the organization, providing feedback and insights to cross-functional teams for product and process improvement.
5. Technical Expertise:
• Stay up-to-date with the latest trends and technologies related to our products and services.
6. Communication and Collaboration:
• Collaborate with cross-functional teams including Customer Success, Launch Management, Product Development, and Engineering to ensure a seamless customer experience.
• Communicate effectively with external parties to address inquiries, provide solutions, and gather feedback.
7. Reporting and Documentation:
• Prepare reports on team performance, customer feedback, and key support metrics as needed.
• Maintain comprehensive documentation of support processes, troubleshooting steps, and best practices.

Requirements:

• 5+ years of experience in management consulting and a track record of delivering strategic insights and operational excellence in a cross-functional environment. 
• MBA preferred
• Clear communication both verbally and in writing
• Ability to thrive in a self-motivated fast-paced, ambiguous, and rapidly changing environment
• Experience creating and maintaining customer-specific playbooks, SOPs (standard operating procedures) and operating manuals
• Experience hiring, onboarding, and growing a team 
• Ability to understand issues with SaaS and think through solutions.
• Must be located in (or be willing to relocate to) Vancouver, BC, and willing to work from the office.
• Willingness to adapt your schedule to meet with Glia’s global CE teams.

Bonus Skills

• Interest in learning and supporting AI technologies.