Director, Customer Success Operations

The Role 

Reporting to the Vice President of Customer Operations, you will manage a small-but-mighty performance-driven team with a passion for Customer Success. You will play an instrumental role in driving efficiency within the Customer Experience (CX) organization, empowering Carrot’s Customer Success team to exceed their established KPI goals by delivering exceptional service.  Your ability to thrive in a rapidly changing and highly collaborative operational environment,  strong communication, creative problem-solving, and negotiation skills will all position you for success in this role.

Minimum Qualifications

• 6+ years experience leading implementation and/or customer-focused operational teams
• Experience implementing, operationalizing, and maintaining enterprise systems that support internal and external customer requests
• Experience building workflows and establishing policies, procedures, and best practices to drive operational efficiency 
• Proven track record of influencing key business metrics and driving positive outcomes through process improvement and automation
• Exceptional communication and problem-solving skills:
• You are an active listener
• You proactively highlight or escalate potential friction points, blockers, or areas of conflict
• You present clear, concise, and timely messaging tailored to your audience
• You promote positive communication styles across your team and the organization
• You proactively disseminate information to keep stakeholders informed and aligned
• You tailor your communication style to best suit your audience
• You are comfortable with presenting at the executive level 
• You are experienced in handling objections, and turning problems into opportunities
• You are a strategic thinker.  You don’t just think about solving the problem at-hand for a specific stakeholder or situation, but how the root cause can be addressed for the collective good of all stakeholders, your team, and Carrot. 
• You seek out and identify business risks, develop comprehensive risk response plans, and effectively communicate desired outcomes

Preferred Qualifications

• Experience with OKR framework; managing teams to defined OKRs
• Service incident management - workflow design and operationalization
• Proficiency with Salesforce
• Proficiency with Atlassian tools (e.g., Jira, Confluence)   
• Six Sigma (or similar) quality/efficiency certification 

Key Responsibilities

Cross-Functional Partnerships

The CS Operations team collaborates closely with key partners across the organization (e.g., Sales Operations, Legal, Finance, Product, Engineering, Growth & Engagement).  You will be accountable for these partnerships and building relationships between CS Operations and the Director-level leadership within those organizations.  You will provide support to your team members who have delegated responsibilities to serve as liaisons and day-to-day point of contact with these departments, to promote effective collaboration between teams, and unblock issues. 

Additionally, you will own the relationship with Carrot’s Learning & Development team and support your delegated liaison, to ensure consistent and transparent communication between the CS Operations team and operational stakeholders across the organization, as updates are implemented to the processes and tools leveraged by these teams.

Delivery

You will drive the processes surrounding the collection, documentation, and prioritization of work, to set a clear focus for your team on:

• Day-to-day activities (e.g., managing the internal service desk), 
• Recurring activities (e.g., month and quarter-end obligations),
• Breathe List items (e.g., iterations/improvements on existing processes or assets),
• Key initiatives (e.g., the larger-scale, more complex projects)

You proactively identify when your team's work needs to be re-prioritized due to changing business needs or unforeseen circumstances, because they are not on course, or due to diminishing value to Carrot; you proactively refocus your team's initiatives to optimize their efforts.

You partner with your leaders to define the KPIs and performance goals for the Operations team; you track and monitor your team’s performance to the established KPIs, and report regularly to your team and leadership. 

You identify when your team's results are not meeting defined expectations and proactively and independently work to redirect focus and priorities to drive results.

Supporting Your Team

You will proactively identify opportunities for improvement (based on experiences and lessons-learned, data insights, trends and feedback garnered through your team's work) to develop best practices, implement scalable systems and tools, and automate routine processes that empower your team and the CX organization to perform more efficiently.

You will build strong cross-functional relationships and advocate for your team to drive positive outcomes for the organization; you will foster open communication and collaboration between your team and key stakeholder partners across the organization. 

You will proactively confront conflict and manage critical conversations by removing blame and focusing on solving the problem despite hurdles, disagreements, or differing working styles from collaborators.

You will help your teams to problem solve.  As needed, you will help trigger risk response plans and facilitate communication with internal and external key stakeholders (including the leadership team), to provide awareness of and/or escalate issues.

You will provide candid and constructive feedback to help your team members grow, and actively invest time to develop, coach and mentor your team members to excel in their roles.

Compensation: 

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The expected base salary for this position will range from $146,000 - $222,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.