Manager, Customer Success
About The Position
The Manager of Customer Success is a senior operational leader responsible for directing and optimizing the end-to-end performance of the Customer Success function, with primary accountability for certification application processing and enterprise-level customer support operations. This role provides leadership across all aspects of certification programs and contact center services, with an increased emphasis on strategic execution, cross-functional alignment, and continuous operational improvement. The Manager drives measurable outcomes by establishing scalable processes, performance standards, and service-level objectives that improve efficiency, quality, and customer satisfaction while ensuring compliance with AWS policies and procedures. Leveraging data and analytics, the Manager proactively identifies trends, risks, and improvement opportunities, translating insights into actionable enhancements across people, processes, and technology. In addition to operational oversight, the Manager is responsible for resource planning, financial stewardship, and workforce optimization to ensure the effective use of organizational resources. This role plays a key part in shaping a high performing, engaged team culture through strong people leadership, coaching, and talent development, while ensuring timely, accurate, and consistent support for critical business operations and customer needs.
Requirements
- High aptitude for understanding and learning systems, and the ability to understand end business processes.
- Detailed oriented with excellent organizational skills.
- Ability to follow written and established procedures.
- Proficient in MS Word, Excel, and PowerPoint.
- Bachelor’s degree in business-related field preferred.
- 6-8 years of experience as a manager or supervisor of a functional team, specifically in a credentialing or a contact center setting.
- Experience with cost management and business analytics.
- Experience with customer centric methodologies and program execution.
- Workforce Management expertise with a unique blend of on-site and remote staff set-up.
Nice To Haves
- Bilingual: Spanish is advantageous but not mandatory.
Responsibilities
- Lead and optimize end-to-end certification application processing and customer support operations to ensure timely, accurate, and compliant service delivery.
- Establish, monitor, and continuously improve service-level objectives (SLOs), operational performance standards, and key performance indicators (KPIs) to drive efficiency, quality, and customer satisfaction.
- Utilize data analytics and operational reporting to identify trends, risks, and process improvement opportunities, translating insights into actionable enhancements across people, processes, and technology.
- Oversee workforce planning, resource allocation, and workload distribution to ensure operational effectiveness and optimal use of organizational resources.
- Manage escalations and operational risks by identifying process bottlenecks and implementing scalable solutions aligned with business priorities.
- Collaborate cross-functionally with internal stakeholders to support certification program initiatives, improve service delivery, and address enterprise-level customer experience challenges.
- Ensure compliance with AWS policies, procedures, and certification program requirements through consistent process governance and performance monitoring.
- Develop, coach, and mentor staff to foster a high-performing and engaged team culture that supports continuous improvement and service excellence.
- Direct performance management activities, including goal setting, performance reviews, coaching, and corrective action as necessary to maintain accountability and alignment with organizational objectives.
- Support financial stewardship by managing departmental resources and contributing to budget planning, workforce optimization, and cost-effective operational strategies.
- Drive continuous improvement initiatives through process audits, quality reviews, and performance trend analysis to enhance productivity and customer outcomes.
- Communicate operational performance, customer insights, and service risks to leadership and cross-functional partners to support informed decision-making.
- Perform additional duties as required to support departmental and organizational objectives.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
