Job: Customer Operations Manager Location: Dublin 2, Ireland Working arrangement: 3 Days onsite Salary: 55,000 - 90,000 Type of contract: Permanent We are working closely with a scaling and well-funded FinTech business whose platform will revolutionise the banking sector.
As a Customer Operations Manager you will play a pivotal role in streamlining the operations and ensure the seamless delivery of products.
This position requires a strategic thinker with a hands-on approach to optimise processes, enhance customer satisfaction, and drive business growth.
Some of the responsibilities for the job include: Customer Interaction: Engage with customers to identify their needs and timelines, ensuring their requirements are clearly understood and documented.
Own the Delivery Roadmap: Oversee the prioritisation, planning, and execution of the entire delivery roadmap.
Project Management: Lead and manage multiple projects simultaneously, ensuring on-time delivery and alignment with business objectives.
Tool and Process Creation: Develop and implement tools and processes to streamline project management and delivery.
Work Scheduling and Prioritization: Collaborate with product and development teams to schedule and prioritise work, ensuring alignment with business objectives.
Customer Request Management: Handle all customer requests efficiently, ensuring they are addressed in a timely manner.
Leadership Reporting: Report back to leadership on the revenue impact of project delivery, providing insights and recommendations for improvements.
Process Improvement: Proactively identify solutions to internal and external processes, enhancing overall efficiency and customer satisfaction.
Hands-On Support: Provide hands-on support to customers, assisting them in working through issues and ensuring a positive experience.
Support Channel Collaboration: Work closely with the support channel to escalate and address support needs, ensuring timely resolution of customer issues.
Some of the key skills we are looking for in you include: Proven experience in project management, with a focus on delivery roadmaps and prioritisation.
Mastery of project management methodologies and tools (e.g., Agile, Scrum, Kanban, MS Project, JIRA) Experience in creating and implementing project management tools and processes.
Proven experience in working closely with customers , understanding their needs, and ensuring their satisfaction.
Comfortable and experienced in working in highly technical environments, bridging the gap between technical teams and business needs.
Strong skills in data analysis and presentation, including proficiency in Excel and PowerPoint.
Direct experience working in highly regulated environments, ensuring compliance and adherence to standards.
Ability to thrive in a fast-paced environment and manage change effectively, ensuring smooth transitions and continuous improvement.
Have a Bachelors degree in Business, Computer Science, or a related field.
Ideally have gained 5+ years of experience in business operations or a similar role, preferably within a SaaS or technology company.
Strong leadership and interpersonal skills, with the ability to communicate effectively at all levels of the organisation.
This is a great opportunity to work closely with the COO and play a pivotal role in the company as they scale.
You will be that middle man between the client and Engineering team and work closely with the leadership of the business.
If you would be interested, please apply to the link provided.
