Customer Operations Manager

Spoiler Alert

7h•$98,000 - $115,000•Remote

About The Position

Spoiler Alert is a fast-growing Series A SaaS company on a mission to expand consumer access to affordable, everyday essentials by unlocking the value in surplus inventory. We've powered the sale of over $5 billion of inventory from leading CPG brands like Unilever, Kraft Heinz, and Mondelez into value channels - recovering value for brands, reducing waste, and creating savings for consumers. We're building the marketplace infrastructure to transform CPG surplus into opportunity for retailers to meet consumer demand at scale. We’re seeking a proactive, analytical Customer Operations Manager to partner with Enterprise customers and drive measurable outcomes post-sale. In this hands-on and data-driven Customer Operations Manager role, you will partner with customers to build scalable, high-value liquidation programs and cultivate strong relationships with core users and program champions to drive long term success and satisfaction. For your portfolio of customers, you will lead onboardings and drive program performance through best practices, analytic insights, and strong platform adoption. As the operational owner and program driver, your mission will be driving and sustaining best-in-class program results, as measured by transaction volume and sell-through rate. You will partner our commercial function , via the Sales Executive, Solution Engineer, and eventual Account Manager, who own the commercial relationship. You will also collaborate cross-functionally with Buyer Operations, Support, Data, Product, and Marketing. Reporting to the VP of Customer Operations, the ideal candidate thrives in a fast-paced, mission-driven environment and is passionate about using technology and analytics to reduce waste and increase access to affordable essentials.

Requirements

4+ years of experience in Customer Operations, Customer Success, Consulting, Project Management, or other customer-facing roles within a B2B SaaS, technology, or consulting environment, ideally working with Enterprise customers
Experience managing multiple customer workflows and maintaining outcome-driven, high-value customer partnerships
Experience working with large data sets to extract insights, drive decisions, and report on performance
Customer-orientated operator - possessing strong interpersonal communication skills and operates in an organized way to benefit our customers and champion their needs and goals
Collaborative and Accountable - this is an independent role where that is trusted to do the task at hand and productively collaborate with many internal and external teams
Analytics and Problem-Solving Mindset - naturally curious to learn more, ideate and test possible solutions, and apply intermediate analytical skills to that discovery (comfort with pivot table, excel formulas, data visualizations)
Analytical Mindset - comfortable interpreting performance data, surfacing nuanced insights, and constructing compelling, data-driven narratives.
Adaptable & Tech-Forward - ability to persevere through challenging situations, adapt, quickly learn new technologies and strong experience with business productivity tools (G Suite, CRM systems, Slack, Zoom)

Nice To Haves

Familiarity with CPG, grocery retail, wholesale/distribution, or supply chain operations (manufacturing, logistics, or technology) preferred
Experience in startup or scale-up SaaS environments preferred
Exposure to enterprise software, analytics, or business intelligence solutions preferred

Responsibilities

Own operational execution and program success for a portfolio of 10–20 customers, serving as the primary post-sale point of contact
Drive platform adoption, transaction liquidity, and achievement of customer KPIs to deliver measurable ROI
Translate customer goals into scalable operational workflows within the Spoiler Alert platform often collaborating on change-management planning
Lead customer onboardings in collaboration with our onboarding and support teams, including training and post go-live hypercare support with the goal of maximized platform adoption and self-sufficiency
Proactively set and monitor key performance metrics and collaborate with our data team on novel analyses to identify risks and growth opportunities
Assess customer health in partnership with the Account Manager and develop operational account strategy plans focused on program value delivery, product adoption, risk mitigation, and key stakeholder engagement
Act as the voice of the customer internally, collaborating closely with teams to provide key insights, flag product enhancement opportunities, and represent customer interest
Contribute to team scalability through documentation, playbooks, and process optimization

Benefits

Remote-first environment, with co-working access for locals in BOS, NYC, & DEN
Competitive salary and stock option packages
Subsidized health, dental, and vision insurance plans
Climate-focused, pre-tax 401(k) and post-tax Roth 401(k) options
12-16 weeks of paid parental leave + flex return to work
15+ company holidays, including an "End of Year Reset Week"
20 vacation days and 10 sick days per year
Focus Fridays (no meetings after 1PM local)
Summer Fridays (1/2 day)
Paid volunteer outings and civic engagement leave
Annual flex funds for remote work needs, learning & development, and socializing with colleagues
Company-sponsored $500 FSA contribution