Senior Program Manager - Customer Operations

<h4><strong>About Phorest</strong></h4><p>Would you like to create the future of a product used by thousands of businesses and millions of consumers? Phorest Salon Software powers over 11,000 hair and beauty salons in Ireland, UK, Germany, Australia, Finland, USA, Canada, UAE and Netherlands and the platform processes 7 million appointments a month for hair and beauty consumers. Phorest is the number 1 salon software brand for premium independent salons in those markets and our next goal is to become a platform upon which other companies can build applications for premium salons.</p><p>Our system touches every point of the salon experience. We have the in-salon software desktop application, Phorest Go (the native staff application), online bookings website for salons, and custom native apps per salon. In a typical month, Phorest processes 3 million appointments and we send over 3 million SMS and 4 million emails. We process 200k online bookings per month and over 150 custom built white label native apps.<br/></p><h4><strong>The Opportunity</strong></h4><p dir="ltr">This is a <strong>senior individual contributor</strong> role with a global remit, cross-functional influence, and ownership of strategic initiatives. As Senior Program Manager of Customer Operations, you will play a pivotal role in ensuring our post-sale customer onboarding and support functions run smoothly and scale effectively. You will be part of the Global Customer Operations team working cross-functionally with our support and onboarding leaders, to enable regional teams to optimize processes, and enhance the customer journey globally.<br/></p><p dir="ltr">You will support regional teams by streamlining workflows, driving the adoption of best practices, and delivering change projects based on actionable insights to enhance the customer experience. These areas cover all aspects of customer operations, which are customer support, customer enablement, education, onboarding, data migrations, data entry, and complex feature activation (Ads and Apps).</p><p dir="ltr">This is an exciting role for a dynamic, detail-oriented professional who thrives on solving problems, managing projects, and collaborating across global teams to deliver impact.</p><p dir="ltr"></p><h4><strong>What You'll Do</strong></h4><p dir="ltr"><strong><br/></strong></p><p dir="ltr"><strong>1. Drive Scalable Excellence in Customer Operations</strong></p><ul> <li dir="ltr"><p dir="ltr">Elevate onboarding and support functions to handle growth without friction.</p></li> <li dir="ltr"><p dir="ltr">Ensure global consistency while supporting regional nuance.</p></li> </ul><p dir="ltr"><strong>2. Be the “Efficiency Engine” Behind Customer Success</strong></p><ul> <li dir="ltr"><p dir="ltr">Own and deliver continuous improvement projects.</p></li> <li dir="ltr"><p dir="ltr">Streamline workflows and ensure tooling is enabling—not blocking—teams.</p></li> </ul><p dir="ltr"><strong>3. Bridge Global Strategy with Regional Execution</strong></p><ul> <li dir="ltr"><p dir="ltr">Collect insights from frontline teams and regions.</p></li> <li dir="ltr"><p dir="ltr">Translate that into process, tooling, and experience improvements across the customer journey.</p></li> </ul><p dir="ltr"><strong>4. Champion a Data-Driven, Customer-Centric Mindset</strong></p><ul> <li dir="ltr"><p dir="ltr">Monitor NPS, CES, SGH, TTGL.</p></li> <li dir="ltr"><p dir="ltr">Build insights into actionable operational change.</p></li> </ul><h4><strong><br/></strong></h4><h4><strong>Who You Are</strong></h4><ul> <li dir="ltr"><p dir="ltr">Project management experience is a must with a focus on opening and driving change projects to close</p></li> <li dir="ltr"><p dir="ltr">Ability to lead cross-functional projects to ensure initiatives are delivered on time and meet quality standards</p></li> <li dir="ltr"><p dir="ltr">Customer obsessed</p></li> <li dir="ltr"><p dir="ltr">Ability to define clear objectives, timelines, and deliverables</p></li> <li dir="ltr"><p dir="ltr">Strong analytical and problem-solving skills</p></li> <li dir="ltr"><p dir="ltr">Ability to work collaboratively with cross-functional teams to deliver results</p></li> <li dir="ltr"><p dir="ltr">Experience dealing with a range of stakeholders across multiple locations, globally</p></li> <li dir="ltr"><p dir="ltr">Strong communication skills</p></li> <li dir="ltr"><p dir="ltr">Passion and understanding of our customers, and their challenges and the ability to spot opportunities to improve the experience</p></li> <li dir="ltr"><p dir="ltr">Ability to work autonomously</p></li> <li dir="ltr"><p dir="ltr">Be a disruptor - constantly question existing processes and work with stakeholders on ideas and explore ways to improve for our customers and our teams.</p></li> <li dir="ltr"><p dir="ltr">An understanding of software development, CRM tooling and high level technical knowledge is nice to have as this role will involve partnering with our Business Systems