Business Operations Manager - Customer Excellence Group

Overview

We are working alongside a leading global enterprise technology company to recruit an insightful, data-focused Business Operations Manager for their Customer Excellence Group. This 11-month contract role combines strategic planning and practical execution with a focus on leveraging AI technologies, offering an extension possibility. It is an impactful position centralized on customer adoption, performance analytics, and scaling operations.

Core Responsibilities

• Develop and execute strategies to enhance customer adoption in key segments using data analytics and AI to detect potential risks and opportunities.
• Collaborate across departments including Customer Success, Sales, and Product teams to coordinate objectives related to growth and customer retention.
• Track and analyze performance indicators such as Gross Revenue Retention (GRR), Net Promoter Score (NPS), product adoption rates, and customer health scores, converting findings into actionable plans.
• Create and maintain scalable operational processes, dashboards, and playbooks aimed at boosting efficiency.
• Assist in planning, reporting, and delivering executive presentations supported by precise and meaningful data insights.

Qualifications and Requirements

• Three to five years of professional experience in business operations, customer success operations, or program management, preferably within a SaaS environment.
• Strong analytical skills with a background in utilizing AI-based tools for deriving insights or process automation.
• Demonstrated capability to manage multiple projects simultaneously while positively influencing various stakeholders.
• Experience developing dashboards, monitoring metrics, and managing resource or capacity planning.
• Excellent communication skills with the ability to simplify complex information and support decision-making effectively.