Descripción de la oferta
pbAbout iRESTORE /b /ppiRESTORE is a fast-growing company dedicated to providing innovative solutions in the wellness and beauty space. Our mission is to restore confidence by providing safe and effective solutions for improving health and beauty. As we continue to scale, we are looking for a Customer Success Operations Manager who will play a key role in supporting our people operations and ensuring a seamless employee experience across the organization. /ppbr/ppbYour Role /b /ppThe Customer Success Operations Manager is a strategic leader responsible for designing, scaling, and optimizing the end-to-end customer support operating model for a fast-growing health and beauty eCommerce brand. /ppThis role owns the strategy, systems, structure, and future state of Customer Support, ensuring operational stability, scalability, and a best-in-class customer experience across all channels (email, chat, phone, social, and marketplaces). This role focuses on the “how, why, and what’s next” of Customer Support through AI, automation, analytics, and cross-functional alignment. /ppThe Customer Success Operations Manager does not manage daily frontline execution. Instead, they partner closely with the Customer Service Manager, who owns training, coaching, hiring, and platform administration. /ppbr/ppbMinimum Qualifications /b - we have this first as we value your time as well as ours /pulli8–12+ years of experience in Customer Support / Customer Experience leadership, preferably in eCommerce, health, beauty, or DTC brands. /liliProven experience scaling customer support operations in high-growth environments. /liliStrong background in AI, automation, CX platforms, and operational analytics. /liliDeep understanding of omnichannel support, quality management, and workforce planning. /liliHighly strategic, systems-oriented, and data-driven mindset. /liliExceptional cross-functional communication and executive presence. /li /ulpbr/ppbKey Areas of Accountability /b /ppCustomer Support Strategy Operations /pulliOwn and execute the Customer Support strategy aligned with business growth, brand promise, and customer expectations. /liliDesign scalable operating models, workflows, and governance frameworks across in-house and outsourced teams. /liliEnsure operational stability, consistency, and quality across all customer touchpoints. /liliPartner cross-functionally with Product, Marketing, Operations, and Sales to plan, prepare, and enable customer support readiness for product launches, ensuring teams are equipped with the right training, tools, FAQs, and escalation paths. /liliTranslate business objectives into clear processes, playbooks, launch-specific support materials, and performance standards that scale as the organization grows. /li /ulpAI, Automation Technology Enablement /pulliLead the design and rollout of AI-powered and automation-first support workflows (chatbots, macros, self-service, deflection strategies). /liliEvaluate, implement, and optimize CS platforms and tools (CRM, helpdesk, QA, workforce management, analytics). /liliDrive efficiency, cost optimization, and improved response times through smart automation and tooling. /liliStay ahead of CX and AI trends in health, beauty, and eCommerce. /li /ulpPerformance, KPIs Quality Management /pulliDefine and own KPIs, scorecards, and dashboards (CSAT, NPS, AHT, FCR, QA, conversion impact, cost per contact). /liliEstablish a scalable quality management framework in partnership with the Customer Service Manager. /liliUse data and insights to identify root causes, trends, and opportunities for continuous improvement. /liliEnsure consistent performance reporting and executive-level visibility. /li /ulpCapacity Planning Channel Strategy /pulliOwn forecasting, capacity planning, and channel mix strategy across all support channels. /liliOptimize staffing models to support seasonality, promotions, product launches, and rapid growth. /liliPartner with Finance and Operations on budgeting, vendor strategy, and cost management. /li /ulpCross-Functional Leadership /pulliPartner closely with Sales, Marketing, Product, Operations, IT, and Finance to deliver seamless, end-to-end customer experiences. /liliAct as the customer voice in product launches, promotions, policy changes, and operational decisions. /liliDrive alignment between Customer Support and broader company initiatives. /li /ulpLeadership Enablement /pulliServe as the strategic counterpart to the Customer Service Manager, enabling strong execution through systems and structure. /liliInfluence, mentor, and guide senior support leaders without direct frontline management. /liliBuild scalable frameworks that empower teams to succeed as the organization grows. /liliReport directly to the Director of Customer Experience. /li /ulpbr/ppbWhy You'll Love Working Here /b /ppOur Core Values and what we built our culture around: /pulliWE THINK BIG: We have a forward-thinking, growth mindset and always consider the big picture in our decisions /liliPROACTIVE PROBLEM SOLVER: We use our problem-solving and analytical skills to make data-informed decisions /liliWE ARE COMFORTABLE BEING UNCOMFORTABLE: We work together to iron out improvements or changes to achieve goals /liliOPEN HONEST COMMUNICATION/FEEDBACK: We communicate and share feedback with each other with radical candor and transparency /liliCONTINUOUS LEARNING IMPROVEMENT: We are always improving the way we work and challenging each other to bring new ways of thinking to the table /liliWE TAKE OWNERSHIP ACT WITH URGENCY: We take complete accountability for our goals and take swift effective action to reach them. /li /ulpbr/ppbCompetitive Compensation and Benefits: /b /pulliCompetitive compensation, including performance-based bonus /liliUnlimited PTO /liliFlexible schedule - Hybrid /liliHealthcare (medical, dental vision) fully covered /liliGym membership credit – your physical and mental health is super important /liliKindle/Audible credits – We really value lifelong learning and personal development /liliFree iRESTORE Products! (In case you or someone you love is losing hair) /liliPaid maternity/paternity leave /liliHome Office Stipend (Hybrid work set-up) /li /ulpbr/ppiRESTORE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law. /p
