Operations Manager, Customer Success

Proto Labs - Maple Plain, MN

Full-time - Mid Level

Hybrid - Maple Plain, MN

Plastics and Rubber Products Manufacturing

About the position

The Operations Manager for Customer Success at Protolabs is responsible for driving operational functions within the Customer Success Organization (CSO). This hybrid role focuses on enhancing process development, fostering cross-functional collaborations, and ensuring exceptional employee and customer experiences. The Operations Manager will play a pivotal role in implementing strategic initiatives that align with the company's growth objectives.

Responsibilities

• Lead and oversee operational functions for the Customer Success Organization (CSO) ensuring efficient and effective processes to meet strategic objectives.
• Act as the primary liaison between the CSO and internal departments, including Product and Technology teams, serving as the voice of the team, escalating issues/bugs, and participating in new feature testing.
• Develop, implement, and evolve processes to drive success in CSO activities, aligning with company goals and enhancing team efficiency.
• Manage business integration efforts regarding network, factory operations, and strategic partnership changes, ensuring seamless transitions and operational alignment.
• Oversee project management activities within the CSO, ensuring timely delivery and adherence to project goals.
• Create and execute communication and change management plans to support process and technology changes effectively.
• Work with partners in the CSO on training and process development initiatives, identifying gaps and implementing solutions for continuous improvement.
• Collaborate closely with the Finance team to analyze data, dashboards, and performance metrics to enhance decision-making and business outcomes.
• Analyze data and measure success factors to inform strategic decisions and improve customer satisfaction and team performance.
• Build and maintain strong relationships with key organizational leaders, acting as a trusted partner in business evaluation, process improvements, and team initiatives.
• Provide team leadership, coaching, and development opportunities to cultivate a high-performing team.

Requirements

• 5+ years of experience in operations management, preferably within a Customer Success or Customer Service environment.
• 3+ years of leadership experience with experience managing and developing a team of exempt employees.
• 3+ years of process improvement experience.
• Strong leadership skills with a track record of developing high-performing teams.
• Expertise in process development and project management, with an ability to manage multiple priorities effectively.
• Excellent communication and change management skills.
• Strong analytical skills with the ability to interpret data and drive strategic decisions.
• Experience in cross-functional collaboration and relationship-building with key stakeholders.
• Familiarity with data management tools and platforms, such as DOMO.

Benefits

• Health Insurance: Traditional OR High Deductible plan
• Flexible Spending Accounts
• Health Savings Account (including employer contributions)
• Dental and Vision
• Basic and Supplemental Life Insurance
• Short-Term and Long-Term Disability
• Paid caregiver leave
• PTO + Holiday Pay + Volunteer Hours
• 401k with company match and immediate vest
• Employee Stock Purchase Program with a 15% discount