Customer Operations Manager

About Veryon:

Veryon is the leading global provider of aviation software and information services, trusted by over 5000+ customers, 75,000 maintenance professionals, and 100+ OEMs across nearly 150 countries. Our mission is to deliver smarter, predictive technology solutions, including our AI platform, Veryon AIRE that maximizes aircraft uptime and operational efficiency for the world's most demanding aviation organizations.

At Veryon, we are an AI-forward company focused on driving innovation and efficiency through emerging technologies. We prioritize hiring individuals who embrace AI, think creatively about its application, and are excited to continuously evolve alongside it.

About the Role:

Creating an excellent experience for each Veryon customer is a team effort. Customer Success Managers own the relationship, and Services and Support professionals provide timely expertise to ensure that customers get the most out of their investment in Veryon technology. This team of teams is most effective and the customer journey is the smoothest when the shared processes and tools are well-designed and well-followed.

The Customer Experience Operations (CX Ops) Manager is the guardian of the Veryon customer journey and manages the tools and processes that help our team members create the ideal customer experience. The CX Ops Manager leads both long-term, large-scale initiatives and short-term, quick-win initiatives through ideation, planning, delivery, enablement, and evaluation. The CX Ops Manager develops processes and tools that make the reporting of our results repeatable and predictable.

The CX Ops Manager is a key partner to Directors of Customer Success, Directors of Professional Services, and Managers of Customer Support. The CX Ops Manager is a key cross-functional collaborator with Marketing, Sales, Product & Engineering, and IT/Operations.

Key Responsibilities:

• Initiate, lead, execute, and monitor programs and projects across the customer experience function (Customer Success, Services, and Support).
• Contribute to the implementation and optimization of tools and processes for customer experience teams, and lead documentation and enablement.
• Collaborate closely within the customer experience function and with other Veryon functions, including Marketing, Sales, Product, and IT.
• Establish and maintain robust mechanisms for reporting key performance metrics for Customer Success, Services, and Support for weekly, monthly, quarterly, and annual team and executive reviews. Provide support to managers in executing this reporting and communicating insights.
• Develop and implement strategies to maximize customer product adoption, retention, and expansion opportunities.
• Develop and deliver training programs for team members in the Customer Experience functions.

Requirements:

• 5+ years of experience in Operations, Project Management, Customer Success, and or Consulting
• Strong project management skills with the ability to manage multiple concurrent programs, deadlines, dependencies, and stakeholders
• Demonstrated ability to build and scale tools and process automations, especially leveraging AI
• Strong data fluency with the ability to generate, analyze, and interpret reports from CSM (such as Salesforce), PSA (such as Certinia), product usage and customer feedback utility (such as Pendo)
• Demonstrated experience owning implementation, maintenance, and training of software tools for customer success and professional services
• Experience partnering with leaders and executives across functions of a technology company

Preferred Skills:

• Aviation, aerospace, or other related technical industry experience
• Experience working with customers in technical or highly specialized industries
• Experience in post-acquisition integration of customer-facing teams and processes, especially in B2B SaaS contexts
• Bachelors degree or equivalent

AI Competency Expectations:

• Demonstrated ability to build and scale tools and process automations, especially leveraging AI.
• A power-user of AI tools able to build for and teach others.

Our Core Values:

• Fueled by Customers: Customers are at the core of every decision.
• Win Together: Collaboration is our competitive edge.
• Make It Happen: No excuses. Just outcomes.

Notice of AI Use in Job Application Review:

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process. AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate's qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.