Customer Events Operations Manager

Role Overview

We are looking for a seasoned Operations Manager to develop, expand, and oversee operational procedures for our Product & Engineering (R&D) teams, specifically focusing on executing enterprise customer events both virtually and in-person. This role serves as a conduit linking Product, Engineering, Field Account teams, and senior customers, ensuring that customer feedback effectively shapes the product roadmap.

Key Responsibilities

• Lead all aspects of customer forum and event management, including virtual forums and annual in-person executive sessions that provide deep dives into the product roadmap with top accounts. Responsibilities encompass event logistics such as invitations, registration management, attendance monitoring, surveys before and after events, and real-time support for event hosts. Note: No travel is required.
• Develop and sustain scalable processes to facilitate communication and collaboration between Product, Engineering, and Account teams. Oversee the collection, organization, prioritization, and incorporation of feature requests and enterprise feedback into the product planning cycle.
• Manage program execution across multiple functions by identifying and mitigating risks, removing operational obstacles, monitoring dependencies, and ensuring alignment among teams distributed across various time zones.
• Create, document, and implement repeatable workflows that enhance cooperation between internal R&D and customer-facing departments to streamline operations.

Basic Qualifications

• Minimum of five years’ experience in technical program or project management, or operations within technology or software sectors.
• Bachelor's degree in a technical discipline or equivalent hands-on experience.
• Demonstrated ability to define processes, monitor cross-team dependencies, anticipate risks, and promulgate operational procedures broadly.
• Technical proficiency with tools like Jira or similar project management software, along with working knowledge of SQL or Python. Experience in using AI tools and AI-assisted development techniques to automate and improve internal processes is valued.
• Excellent communication and stakeholder management abilities, with a focus on proactively resolving issues and eliminating barriers.
• Comfortable working across multiple time zones during standard business hours.

Preferred Qualifications

• Advanced degree such as a Master's in technical or business fields.
• Deep understanding of B2B SaaS development cycles and cloud-native environments.
• Experience managing enterprise-level customer initiatives, including Product Advisory Boards or customer onboarding and solutioning.