Senior Manager of Operations, Customer Success

Standard AI has transformed retail as we know it. With the first autonomous retail solution that works in any existing store, we enable customers to walk in, grab what they need, and walk out - without waiting in line or stopping to pay. The company’s computer vision solution is the only one that can be quickly and easily installed in retailers’ existing stores, representing a giant leap forward for retail tech that enables retailers to rapidly deliver amazing new shopping experiences to customers. Standard has launched dozens of stores alongside Circle K, Compass Group, and others and have hundreds more on the way. We’re the most well funded in our space, backed by some of Silicon Valley’s leading investors including SoftBank, CRV, Initialized, EQT, Draper Associates, and Y Combinator.  

The Senior Manager of Operations, Customer Success is responsible for defining and executing our client facing ambassador program to ensure successful shopper adoption of our product in various client stores. You will collaborate closely with our Client PM, Engineering, Product, GTM, and Delivery teams to ensure the ambassador program is delivering support to our clients before, during, and after go-live. 

This is a FULL-TIME role based in Phoenix and will require travel in the US and Canada.

What you'll do here:

• Redefine and scale our existing on-site support program to include client training, product experience feedback, incident triage, on-site ticketing, and tracking. 
• Collaborate across the company to support app adoption and shopper experience. Work with product, software, hardware, and operations teams to measure and drive improvements.
• Create SOPs for launch of future programs and conduct retros and root cause analysis to drive continuous improvement of our support model
• Develop and circulate weekly and monthly analytics reports to record quantitative data from all in-person interactions and marketing initiatives and draw insights from the data to inform future strategy
• Develop a knowledge base our ambassadors and clients can use to troubleshoot and triage issues
• Source and manage vendors to deliver the on-site program 
• Manage and mitigate internal, customer, and partner resources to complete planned support model
• Provide direct service to our clients on-site on with regular site visits
• Lead local site launch efforts and be our Standard local representative and contact

Who you are:

• Experience in project management
• Experience in QA, customer support, ticketing and incident management workflows
• Strong written and verbal communication skills and is able to present technology as an approachable and understandable tool
• Experience deploying software or hardware solutions in a retail environment
• Strong attention to detail and good analytical and problem-solving skills
• Self-starter who is comfortable with frequently changing requirements
• Highly collaborative in a team environment and cross-functionally
• Experience working in a start-up or entrepreneurial environment
• Undergraduate degree in business or other relevant disciplines
• Experience with Google Suite, MS office, and various project management tools

Why you might want to work with us:

• We offer very competitive compensation. The target starting compensation range for this role is base salary $150K - $170K + stock options + benefits. The total compensation package will depend on multiple factors such as location, level, related experience and interview performance.
• 100% employer-paid medical, dental and vision premiums, as well as generous contributions towards dependent premiums.
• An inclusive culture. Employee Resource Groups, DEI focused training and resources, and opportunities for community service and engagement. 
• Fertility and family planning assistance provided through Maven Clinic, as well as flexible scheduling to accommodate for childcare needs and generous parental leave policies.
• Flexible Time Off to be used for vacations, sick time and/or mental health days, 12 US Company Holidays plus 2 additional Floating Holidays.

Standard provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.