Customer Operations Manager

Later-posted 3 months ago

$80,000 - $105,000/Yr

Full-time • Mid Level

Hybrid • Boston, MA

251-500 employees

Professional, Scientific, and Technical Services

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We're hiring a Customer Operations Manager to partner directly with the VP of Customer Operations & Experience. This role is pivotal in driving customer-focused decisions by surfacing insights, identifying performance trends, and enabling operational excellence across the customer journey. You'll collaborate across customer-facing teams-service delivery, support, onboarding, and account management-while working cross-functionally with Product, Sales, Marketing, Strategy, and RevOps. This is a high-impact, analytical role ideal for someone who thrives on turning data into action, understands service-based delivery models, and is energized by improving both team efficiency and customer outcomes.

Support operational initiatives that improve scalability, profitability, and customer experience across Later's service delivery functions.
Partner with leadership to anticipate operational bottlenecks and proactively design solutions that strengthen delivery and retention.
Build and refine the sales-to-delivery handoff process to ensure seamless campaign execution, on-time delivery, and quality outcomes.
Design and optimize workflows that increase campaign delivery speed, consistency, and ROI.
Develop and maintain dashboards, KPIs, and reporting frameworks to measure efficiency, campaign health, and customer value delivery.
Identify and integrate opportunities to leverage AI tools for automation, content generation, risk detection, and performance analysis.
Partner cross-functionally with Data Analytics, RevOps, and Product teams to ensure alignment and accuracy across business systems.
Share insights and best practices with Customer Success, Delivery, and Support teams to elevate collective performance.
Operate as a trusted partner to senior stakeholders, presenting insights that influence decision-making.
Monitor operational and customer experience benchmarks to identify new tools, processes, or technologies that improve outcomes.
Document and scale best practices that enhance delivery efficiency and knowledge retention across teams.

3-5 years of experience in customer operations, marketing operations, or business analytics.
Proven background in agency or performance marketing campaign operations, including workflow optimization, resource planning, and capacity management.
Strong data analysis skills with experience using analytics tools, BI dashboards, CRM/campaign management platforms, and proficiency in Excel/Google Sheets.
Demonstrated ability to translate customer and campaign data into actionable insights that drive measurable improvements.
Experience collaborating cross-functionally with senior stakeholders in a fast-paced, high-growth environment.
Familiarity with AI tools and automation platforms to improve operational efficiency.
Excellent written and verbal communication skills, with the ability to influence through data and storytelling.
A customer-first, data-driven mindset paired with resilience, ownership, and a bias for action.

Market-based & data-driven compensation approach.
Salary range of $80,000-105,000 OTE.
Eligibility for various benefits plans for permanent team members.

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