Operations Program Manager

$110,500 - $130,000/Yr

Postman (Api Tools) - San Francisco, CA

Full-time - Mid Level

Hybrid - San Francisco, CA

Performing Arts, Spectator Sports, and Related Industries

About the position

The Operations Program Manager at Postman will play a crucial role in driving operational excellence within the Customer Experience and Services (CX&S) team. This position focuses on building, optimizing, and scaling processes, systems, and tools to enhance customer relationships and deliver exceptional value. The role requires collaboration across various departments to ensure the CX&S team has the necessary infrastructure and insights for growth and customer satisfaction.

Responsibilities

• Design, implement, and optimize scalable processes that enhance the productivity of the CX&S team.
• Work closely with the CX&S Systems Manager on the design, testing, deployment, and continuous improvement of processes in the customer success platform and other CX&S tools.
• Build and maintain robust reporting frameworks to track key customer success metrics, such as customer health, product usage, renewals, and churn rates.
• Partner with Product, Sales, and Marketing to ensure alignment and effective communication between CX&S and other departments.
• Drive key CX&S initiatives and projects, such as onboarding improvements, customer lifecycle management, and adoption campaigns.
• Work with the CX&S leadership to ensure teams have the right training and resources to effectively manage customer accounts and utilize internal tools and data.
• Collaborate with leadership on the strategic roadmap for Customer Success operations, identifying opportunities for innovation, growth, and improved customer outcomes.

Requirements

• 5+ years in Customer Success, Operations, or Program Management roles, preferably within a SaaS or technology company.
• Strong operational and project management skills, with a track record of driving cross-functional programs.
• Experience with customer success platforms (e.g., Gainsight, Totango) and CRM tools (e.g., Salesforce).
• Data-driven mindset with the ability to analyze and act on customer insights.
• Ability to work in a fast-paced environment, managing multiple initiatives simultaneously.
• Excellent communication and collaboration skills to work effectively across teams.
• Bachelor's degree in Business, Marketing, Operations, or a related field. MBA or advanced degree is a plus.

Nice-to-haves

• Experience scaling customer success operations in a growing company.
• Familiarity with tools and methods for driving customer retention, adoption, and lifecycle management.
• A passion for improving customer outcomes through operational excellence.

Benefits

• Flexible schedule
• Health insurance
• Unlimited paid time off
• Wellness program