Customer Success Operations Manager

Hybrid, Bucharest, Romania

Job Description:

The Operations Manager within the Customer Success organization is responsible for working with the implementation, account management and on-going customer support teams to develop, deploy and enforce the best practices, operating processes, budgets,  margins, and tools necessary to ensure consistency, quality, and maximum efficiency of the department. In addition, this person will act as the primary operational interface with other Legion organizational leaders.

Responsibilities:

• Works with regional Customer Success leaders and finance to design, implement and manage high quality and accurate capacity forecasting, budgeting and planning processes.
• Owns and drives the Customer NPS program within Legion.
• Analyze and track Customer Success resource demand, staffing, utilization and project milestone management.
• Partner with & Customer success & Sales on SOW creation and pricing.  
• Owns & manages core Customer Success Operational processes that include: Critical Issues tracking/management and Customer Success OKR (Objective and Key Results)
• Project manages the successful implementation of new programs through the Customer Success organization.
• Ensures operations dashboards, data, and reports are provided to leadership. Builds and evaluates capacity forecasting trends and results.
• Works with finance and sales to ensure effective use and adoption of finance tools for time tracking, milestone completion and customer invoicing. 

Skills/Requirements

• Bachelor’s degree, and a minimum of 7 years of experience in Customer Success or professional services operations or delivery management.
• Previous experience with Quality Management, Operations Management & Business Process Centers highly desirable. 
• Experience with administration and knowledge of applications including: Salesforce &  Excel
• Ability to lead all Customer Success programs and provide data driven recommendations.
• Ability to establish and maintain effective working relationships with coworkers, managers, and employees, working effectively in a team environment with shared responsibilities.

 

ABOUT LEGION

Join Legion's mission to turn hourly jobs into good jobs. We're a mission-driven team seeking exceptional talent to propel this vision. Embrace a culture that's collaborative, fast-paced, and entrepreneurial. With us, you'll grow your skills, work closely with experienced executives, and contribute significantly to our mission.Our award-winning AI-native workforce management platform is intelligent, automated, and employee-centric and proven to deliver 13x ROI. We help labor-intensive organizations maximize labor efficiency and employee engagement simultaneously. Legion has earned recognition for its innovation, including spots on the Inc. 5000 list, Forbes’ Next Billion Dollar Startups, and awards for our AI technology. Backed by leading investors such as Norwest Venture Partners, Stripes, First Round Capital, XYZ Ventures, Webb Investment Network, Workday Ventures, and NTT DOCOMO Ventures, we're making real change.

If you're ready to make an impact and grow your career, Legion is where you belong. Join us in making hourly work rewarding and fulfilling.

BACKGROUND AND OPPORTUNITY

There are almost 75 million hourly workers in the United States, representing more than half of the entire workforce. Historically, managing hourly employees has been difficult due to high attrition (average of 60%) and high replacement costs (average of $3,200 per employee in retail). The ongoing labor shortage and competition from the gig economy, make it more difficult to attract and retain hourly employees. The top reasons hourly employees leave their jobs are a lack of schedule empowerment, poor communication with employers, and an inability to get paid early. Gen Z and the millennial workforce demand gig-like flexibility, modern technology, and compelling work options. Legion’s mission is to turn hourly jobs into good jobs, serving the hourly workers who make up the majority of the US workforce. We believe in empowering employees and helping employers be efficient and innovative by enabling intelligent automation powered by Legion’s Workforce Management platform to optimize labor efficiency and enhance the employee experience simultaneously. 

Legion WFM was bui