Operations Manager - Customer Success at Townsquare Interactive in Phoenix, AZ

Job description

• As an Operations Manager, you will lead and develop a high-performing Customer Success team, ensuring excellence in onboarding, inbound and outbound call handling, edit requests, account management, and account resolution. You will drive operational efficiency by optimizing processes, implementing best practices, and monitoring key performance metrics to enhance team performance and customer satisfaction. As part of the continued growth of our Phoenix office, you will play a key role in building and supporting our expanding team while partnering closely with leadership and cross-functional teams to improve customer experiences, resolve escalations, and contribute to overall business growth.

Responsibilities

• Team Leadership & Development
• Lead, train, and mentor Onboarding Specialists and Customer Success Specialists, fostering a high-performance, customer-focused team.
• Conduct regular coaching sessions, one-on-ones, and skill-building workshops to drive growth and accountability.
• Lead by example, promoting professionalism, collaboration, and a results-driven culture.
• Oversee the onboarding process, ensuring seamless communication between sales, production, and account management teams.
• Ensure campaigns are launched in alignment with client’s business goals and expectations.
• Act as an escalation point for complex onboarding issues, resolving them promptly and effectively.
• Performance & Process Management
• Monitor and analyze KPIs for inbound/outbound calls, account management, product adoption and issue resolution.
• Optimize workflows to improve efficiency, meet SLAs, and enhance customer satisfaction.
• Hold team members accountable for performance goals, providing clear feedback and improvement strategies.
• Collaboration & Communication
• Partner with cross-functional teams to ensure seamless service delivery and continuous process improvements.
• Act as the escalation point for complex customer issues, ensuring swift and effective resolution.
• Provide leadership with regular updates on team performance, challenges, and strategic recommendations.
• Continuous Improvement & Strategy Execution
• Identify and implement best practices to enhance training, workflows, and customer success operations.
• Stay informed on industry trends to drive innovation and maintain a competitive edge.
• Foster a culture of learning, adaptability, and process optimization to ensure sustained success.

Requirements

• BA/BS degree in Business Administration, Management, or a related field (preferred)
• Minimum of 5 years of experience in a leadership role within a SAAS or digital marketing environment.
• Strong leadership and team management skills with the ability to inspire and drive performance.
• Exceptional presentation, interpersonal, and communication skills
• Analytical mindset with the ability to interpret data and make informed decisions.
• Experience with call volume tracking and allocating headcount to support business needs.
• Exceptional problem-solving skills and the ability to handle high-pressure situations.

Skills

Required

• Leadership
• Team management
• Communication
• Interpersonal
• Presentation
• Problem-solving
• Analytical mindset
• Call volume tracking
• Data interpretation
• KPI monitoring
• Workflow optimization

Benefits

• Competitive base salary and bonus plan
• 3 weeks PTO
• 9 paid holidays (including 2 personal/floating holidays)
• Volunteer Time Off
• Health, Dental, and Vision Insurance
• Pet Insurance
• 401(K) Retirement Plan with Company Match
• Employee Stock Purchase Plan
• Company-provided laptop
• Comprehensive training and growth opportunities
• Unlimited growth potential in a dynamic work environment