Job Summary 

Join Togetherwork, a leading provider of Group Management Software and Payments, bringing together companies that connect people with their most important institutions. Our portfolio comprises innovative companies, each a leader in its vertical, driven by strong management and dedicated to exceptional customer service. When you join us, expect an environment that's exciting, motivating, challenging, and fun.

We're growing and seeking a full-time, ambitious Operations Manager for one of our vertical solution, based remotely in the U.S.

As the Operations Manager, you'll lead daily customer support and onboarding activities and collaborate closely with our product leader to optimize these operation for one of our Vertical Solutions. You'll oversee eight direct reports and a small offshore team, reporting directly to the Senior Vice President of Mission Driven Operations.

You:

  • Bring several years of leadership experience, adept at quickly identifying and resolving operational challenges.
  •  Experience with adapting processes within a matrixed organizational structure.
  • Have a proven track record of consulting with product leaders across functions to prioritize critical improvement opportunities.
  • Thrive on collaboration, transparency, and continuous feedback.

This role offers a dynamic opportunity to make a significant impact within a growing organization committed to excellence.

Responsibilities 

  • Manage and lead the Operations team handling support and onboarding activities for customers, including offshore resources
  • Implement support and onboarding KPIs that are easily monitored and maintained, to give executive leadership quick insights into how the business is performing, taking action on any variances to ensure continued improvement in team performance
  • Collaborate closely with Product leader and cross-functional leaders to identify product and operational improvements, and seeking solutions that foster process improvement and automation
  • Lead change initiatives within the Operations team to build buy-in and team member excitement for new procedures or solutions, persuading through the use of data and facts.
  • Participate in activities related to billing and collection of customer accounts
  • Serve on the Leadership team of both the Product and Mission Driven Operations
  • Serve as the primary point of contact for the Product leader for all product-specific Operations
  • Along with the Operations lead, monitor team performance, time off, and ensure a high-performing team through active and ongoing performance management
  • Help define and meet financial operating plans and ensure compliance

Requirements 

  • BA or BS degree required, or 10 years of progressive customer support leadership experience in a software company
  • 2-3 years of management experience in a fast-paced, critical-thinking, continuous improvement environment.
  • Strong problem-solving skills including general analytical capabilities, understanding of quantitative and qualitative consumer insights and financial acumen.
  • Cultivate networks and partnerships – ability to succeed in a matrix organization, working closely with people inside and outside your direct organization.
  • Compelling communication - strong written and verbal interpersonal skills with all stakeholders, including senior leaders as well as peers and team members.
  • Self-starter who thrives in an ever-changing, dynamic business environment.
  • Highly collaborative with a commitment to Togetherwork’s mission and values.
  • Positive approach - high-level of flexibility and ability to self-manage including tolerance for last-minute changes
  • Proven experience having a customer-centric view within a multi-product organization,
  • Solid knowledge of industry best practices

Preferred

  • Solid understanding of payment processing.
  • Experience within a SaaS organization is a plus.
  • Change Management – experience driving change within organizations requiring strong influence management skills.

Employee Referral Bonus

This position is eligible for a $1,000 employee referral

Access Referral Form Here

Salary Range

US Remote: $80,000 - $85,000 USD per year

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