Customer Strategy and Operations Manager

About Gem

Gem helps talent acquisition teams hire with remarkable speed and efficiency through strategic, data-driven recruiting.   With Gem, teams can automate and personalize candidate communication, unify all recruiting touch points into a single system, and get usable data across the entire hiring process. Gem gives every part of the organization the tools to drive results and showcase their impact. It's why users recognize Gem as one of the highest-satisfaction products on G2 with a 4.8/5.0 rating.   Over 1,200 industry leaders, including Wayfair, Dropbox, Cintas, Robinhood, and UnitedHealth, trust Gem to fuel their growth. The company has raised $148M in funding from Accel, Greylock, ICONIQ, and more. And just as we strive to help our customers find great talent, we also invest in our own people and culture. We are proud of the culture we’ve built and have recently been recognized as:   

• The Breakout List, 2022
• Certified as a Great Place to work, 2022
• Y Combinator Top Companies, 2022
• Fortune Best Workplaces in the Bay Area, 2022

The role: 

The Customer Strategy and Operations Manager role is a unique opportunity to design, build, and execute customer programs at scale. Reporting into the Head of Business Operations, this individual will own scalable programs and lead initiatives to drive successful customer activation and continued product adoption.   Working closely with Customer Success and EPD (Engineering, Product, and Design), this role is extremely cross functional in nature, and successful individuals will be able to establish a clear vision, define key metrics and KPIs, and coalesce internal teams and resources to achieve program goals. 

Key responsibilities:

• Design, build, and operationalize customer onboarding programs
• Effectively plan and implement thoughtful customer lifecycle management to drive customer activation, retention, and growth 
• Define and own KPIs: Determine the optimal strategies and most effective use of resources to achieve program goals (i.e. manage a software budget and allocation of internal resources)
• Campaign management: Design, implement, optimize, and A/B test both email and product campaigns, including in-product walkthroughs, onboarding email sequences, and scaled customer touchpoints from CSMs
• User experience: Conduct user interviews and research to determine optimal product flows, sharing back insights to our EPD team
• Cross-functional collaboration: Manage multiple stakeholders and work with teams across Customer Success, Product, Engineering, and Sales teams to drive program outcomes

 About you:

• 4-7 years of experience - foundational experience in management consulting, investing, or investment banking preferred, with additional experience at a technology company
• Prior experience in analytics, lifecycle marketing, growth marketing, or customer success a plus
• Prior experience at product-led growth companies a plus
• Experience leading complex and ambiguous strategic/operational initiatives
• Strong business intuition and understanding of key business drivers and operating metrics. Prior ownership of customer/user KPIs a strong plus
• Highly analytical, with strong problem-solving skills and ability to extract insights from customer & usage data. Experience with SQL or other querying languages required
• Excellent written and verbal communication skills - experience crafting effective customer-facing content and managing internal stakeholders, with proven ability to influence cross-functional groups and leadership
• Strong sense of initiative & ownership - you’re proactive and display a clear bias for action; you’re comfortable working autonomously and prioritizing the highest impact workstreams

  Gem is an equal opportunity employer. We celebrate our inclusive work environment and encourage folks of all backgrounds and perspectives to apply. At Gem, we’re committed to having an inclusive and transparent environment where every voice is heard and acknowledged. We embrace our differences, and know that our diverse team is a strength that drives our success.    Gem is committed to developing a barrier-free recruitment process and work environment. If you require any accommodation, please email us at peopleops@gem.com and we’ll work with you to meet your accessibility needs.   For roles based in San Francisco, CA, the base salary hiring range for this position is $164,415 - $174,585. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. This role will also be eligible for equity and benefits.