Strategy & Operations - Senior Manager (Customer Operations)

Traba•New York, NY

2d•$150,000 - $300,000

About The Position

We are seeking a strategic and results-oriented Senior Manager to lead our Strategy & Operations team focused on our Customer audience, Light Industrial businesses. You will be at the forefront of growing revenue for the company and spearhead the development and execution of operational strategies aimed at optimizing customer satisfaction, retention, and growth. You will work collaboratively with cross-functional teams, including Product, Engineering, Marketing, Growth, and Operations, to design and implement scalable processes and playbooks that drive customer growth & success. This position requires a combination of leadership, strategic thinking, and hands-on operational execution.

Requirements

Experience: 7+ years in operations, strategy, account management, or customer success, with at least 3+ years in a leadership role AND Previous experience in tech, marketplace, or startup environment.
Proven Leadership: Demonstrated ability to build and lead high-performing teams, coach team members, and manage cross-functional initiatives.
Customer Success Expertise: Strong understanding of customer success methodologies, including onboarding, retention strategies, and building long-term customer relationships.
Analytical & Strategic Mindset: Ability to develop data-driven strategies and measure success against KPIs. Proficiency in tools like Excel and SQL is a plus.
Communication Skills: Excellent communication skills, with the ability to influence stakeholders at all levels and clearly convey complex ideas.
Growth-Oriented: A passion for scaling businesses, building teams, and improving operational processes.

Nice To Haves

Experience with product or engineering teams to develop customer-facing solutions.
Knowledge of no-code tools like Retool or platforms for customer engagement.
Familiarity with Account Management tools (Salesforce, Gainsight, etc.).

Responsibilities

Strategic Planning & Execution: Define and implement the strategy for Customer Strategy & Operations teams. Collaborate with key stakeholders to align the team’s objectives with Traba’s overall business goals.
Operational Excellence: Own the optimization of customer related processes to ensure high levels of client satisfaction, retention, and upsell opportunities.
Cross-functional Collaboration: Work closely with Product, Growth, Engineering, and Operations teams to identify customer pain points and deliver solutions that enhance the customer experience.
Team Leadership & Development: Lead and mentor a growing team of individual contributors and people managers within the Strategy & Operations Associates. Provide ongoing guidance, foster a culture of continuous improvement, and promote professional growth at all levels.
Data-Driven Decisions: Leverage analytics to measure customer success KPIs, identify trends, and guide the team toward achieving operational targets.
Customer-Centric Strategy: Ensure that customer feedback is captured and acted upon, leading efforts to improve the overall customer journey and reduce churn.
Project Management: Lead high-impact projects aimed at improving team efficiency, customer experience, and retention. This may include product launches, process improvements, and systems integrations.
Onboarding & Growth: Oversee the seamless onboarding process for new clients, ensuring they experience immediate value from Traba’s services. Ensure the continued growth of existing accounts through a proactive approach to relationship management.

Benefits

📈 Start-up equity
💰 Competitive salary
🩺 100% paid health, dental, and vision coverage
🍽️ Free meals and snacks in the office
🚍 Commuter benefits
🏋🏽 Gympass benefit
✚✚ Additional: One Medical membership, Gympass, HSA via Optum, Talkspace, HealthAdvocate, Teledoc Health

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