Customer Operations Manager

Job Description

About Us

Ushur delivers the worlds first Customer Experience Automation platform built specifically for regulated industries. Purpose-built for delivering ideal self-service, Ushur infuses intelligence into digital experiences for the most delightful and impactful customer engagements. Equipped with guardrails and compliance-ready infrastructure, Ushur powers vertical AI Agents for healthcare, financial services and insurance use cases.

Designed for rapid code-less deployment with flexible, advanced capabilities for IT and business teams, enterprises can transform customer and employee journeys at scale in the fastest time to value.

About

About UshurI Ushur XOSl Ushur GenA I

Location: Bangalore

Work Mode: Hybrid

Experience: 6- 10 Yrs

The Role

The Customer Growth team at Ushur is responsible for driving adoption and value realization for Ushur customers. As a Customer Growth Operations Manager at Ushur, your mission will be to drive the effectiveness and efficiency of our Customer Growth teams and to turn both internal and customer data into insights to enable actionable business decisions. You will report into the Director of Customer Growth Operations and Analytics and work with them in defining metrics and tools, in implementing processes that scale, and in building a stellar customer analytics program.

Responsibilities

Data and Metrics

- Define and continuously improve team metrics and availability of data
- Build internal metrics for leadership and GTM teams through dashboards and presentations
- Assist in measurement and management of customer satisfaction initiatives
- Interpret data, analyze results and generate actionable insights using statistical techniques
- Identify, analyze and interpret trends or patterns in complex data sets
- Create polished, customer ready data visualization dashboards and reports to drive actionable business decisions
- Acquire data from multiple data sources and maintain databases/data systems
- Identify gaps between existing and desired metrics, implement best practices in scalable data reporting, and develop and communicate new reports to internal teams
- Work with CSMs across multiple concurrent projects
- Wear the business hat and deliver solutions that fit customer needs while working across engineering and data science teams
- Partner with data science teams to ensure data accuracy
- Consistently detail the analysis, results and data processes, which can be reused by the team
- Always be on the lookout to automate and improve existing data processes for quicker turnaround and high efficiency
- Take pride & complete ownership of the data analytics built and have a passion for high quality data
- Support in producing collateral for and delivering analytics training for both internal teams and customers

Processes and Tools

- Manage and drive adoption of CS tools, including reporting and dashboards for key business measures and performance
- Assist in the definition and automation of playbooks
- Define systems and cross functional processes that drive consistency, productivity, efficiency, and visibility across the entire Customer Growth Organization
- Organize and manage technical collateral Use Case/POC library, solution documents, best practice documents, training materials

People

- Provide materials and data that help Customer Growth teams work more effectively
- Drive knowledge transfer across teams
- Help foster company-wide culture of Customer Success

Qualifications

- 5+ years experience in analytics, operations, and/or project management
- Familiarity with and enthusiasm for using AI tools to enhance efficiency and innovation.
- Strong analytics, operational, and project management foundation
- Passion for data and for designing processes that scale
- Expertise in data visualization tools and techniques
- Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
- Enjoys getting their hands dirty by digging into complex operations
- Takes high degree of ownership over their work
- Excellent verbal, written and presentation skills with professional presence
- Strong listening skills and empathy; open to input from other team members and departments
- Ability to lead through influence
- Highly organized, collaborative and detail oriented
- Passion for technology and for being a part of a fast-growing SaaS startup where we move quickly and wear many hats
- Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Engineering)
- Flexible approach, able to operate effectively with uncertainty and change
- Driven, self-motivated, enthusiastic and with a can do attitude

Benefits

- Great Company Culture. We pride ourselves on having a values-based culture that is welcoming, intentional, and respectful.
- Bring your whole self to work. We are focused on building a diverse culture, with innovative ideas where you and your ideas are valued. We are a start-up and know that every person has a significant impact
- Rest and Relaxation. 20 days of flexible leaves per year.
- Health Benefits. Preventive health checkups, Medical Insurance covering the dependents, wellness sessions, and health talks at the office
- Keep learning. One of our core values is Growth Mindset - we believe in lifelong learning. Certification courses are reimbursed. Ushur Community offers wide resources for our employees to learn and grow.
- Flexible Work. In-office or hybrid working model, depending on position and location. We seek to create an environment for all our employees where they can thrive in both their profession and personal life.

Why join us

We are passionate about Ushur, our product, and helping our employees grow and develop in their career in a caring, collaborative environment. We offer a very competitive compensation plan & stock options for the ideal candidates.

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