Senior Operations Manager

Job Responsibility: Position: Senior Operations Manager Salary range: $75,000-$100,000 annually Reports to: CRO Key business partners: CEO, Customer Experience Manager(s), Editorial Manager, People & Culture Manager Minutes Solutions is a fast-growing professional minute-taking company that serves a global clientele. We strive to provide the highest-quality, prompt, and service-friendly minute-taking solutions and to be the preferred choice for any entity that requires professional minute-taking. The Position We are looking for a proven Senior Operations Manager to manage our Customer Success team and initiatives, and to help make improvements to our processes and technologies to better support customers in a wide variety of industries. This role's primary focus involves leading Minutes Solutions' Customer Success team and ensuring that our customers are receiving the best possible quality service and experience through collaboration with various departments, stakeholders, and technologies. This role reports to the CRO and is also responsible for training, customer satisfaction and retention, data analysis, quality control, cross-functional collaboration, and coaching the Customer Success team. We are looking for an innovative thinker who values technology and who has a strong customer service mindset. We are looking for an individual who can help us improve our customer service best practices, and who is comfortable managing a team in a completely remote setting. This is a customer-facing position where you'll be able to make an immediate impact. The nature of our business is fast-paced and deadline driven, with a high volume of work. Our ideal candidate thrives working under pressure of urgent deadlines and has a firm understanding of how to manage short- and long-term priorities. Responsibilities include:

• Strategic planning - develop strategies, update processes and training materials, and coordinate the development of technological improvements to achieve Customer Success objectives and align customer needs with wider business goals and budgets
• Team leadership & management - lead, coach, guide, train, manage, and mentor a team of remote customer success professionals. You will also be responsible for overseeing minute taker performance with respect and empathy, with a focus on fostering a positive and collaborative team culture for all employees to do their best work
• Operations optimization - streamline and optimize customer success operations to reduce workload and set the team up for scalability; you will oversee our production team of full-time and freelance minute takers to ensure our meeting capacity is accurate
• Project management - develop procedures and processes to deliver the best customer experience for all customers, and oversee the minute taking and customer teams involved in coordinating the production process to ensure the best quality product is delivered on time
• Customer satisfaction, management, renewal, and retention - oversee the onboarding process throughout the entire customer lifecycle and build strong customer relationships to ensure retention and to resolve escalated complaints and/or related issues; design or amend training and workflow processes based on customer and employee feedback and identify areas for improvement
• Collaboration - collaborate and act as the primary liaison for your team with sales, marketing, HR, and IT to ensure a seamless customer experience, inform product development and sales strategies, and develop a holistic view of the minutes production process, along with any other duties related to operations as necessary

If you're a good fit for this role, you'll be a strong manager and leader who's just as comfortable working alongside your direct reports as you are managing them, playing the role of both coach and support. Success in this role will involve successfully implementing and improving technologies and processes in order to scale services and improve customer experience. What are we looking for?

• A strong, natural leader with at least 5 years of proven management experience (required)
• You should have experience in a service-based industry (required) and at least 5 years of experience on the ground in customer success, project management, and/or operations
• Experience leading, developing, and training a customer success team in a fast-paced remote work environment is considered a strong asset
• Strong analytical skills to problem-solve, make data-driven decisions, and identify trends to improve customer success operations
• A people-first mindset and the ability to develop a deep understanding of customer and employee needs to align customer success operations with business goals
• Excellent written and verbal communication skills; you should be an empathetic communicator with a high EQ who can work well independently and as part of a team
• A strong critical thinker with a passion for great customer service
• You should be able to prioritize and hold direct reports accountable for on-time service deliveries; you should feel comfortable stepping in and assisting when necessary
• A wide-ranging understanding of technology, and comfortable with changing and improving technologies and systems; you must be familiar with CRM software and related business intelligence tools
• Steadfast resolve and a high degree of personal integrity
• Knowledge and experience with Airtable and Hubspot are considered a strong asset

The Perks The salary range for this role is $75,000-$100,000 annually based on your experience and skill set. We offer three weeks of paid vacation annually, the option to work 100% remotely with a strong support team, and the ability for growth within this role. The Recruitment Process

• Complete our written questionnaire (we are a writing company, first and foremost!)
• 30-minute interview with our People & Culture Manager
• 1-hour interview with our CEO
• 1-hour interview with our CRO
• One final in-person interview with key stakeholders

We told you about us, now tell us about you! Submit your resume today outlining your relevant experience. We're looking forward to hearing from you! Please note that due to the high volume of applications, we are not able to provide every applicant with specific feedback, but are committed to responding to your application within 7 business days. Applicants must be located in Canada and be eligible to work in Canada.

Minutes Solutions is an Equal Opportunity Employer. Our policy is simple: we are committed to upholding a workplace and recruitment process free from discrimination on basis of age, disability, sex, race, religion or belief, gender, marriage/civil partnership, pregnancy/maternity, or sexual orientation.

We are an inclusive organization and actively promote equal opportunity for all with the right mix of talent, skills and potential. We welcome applications from a wide range of candidates. Selection for roles will be based on individual merit alone.

1OOWEdGgi6