Customer Journey Strategist

About Us

Ushur is a leading Customer Experience Automation platform built specifically for regulated industries. Our platform infuses intelligence into digital experiences to deliver the most delightful and impactful customer engagements.

Designed for rapid code-less deployment, we power vertical AI Agents for healthcare, financial services, and insurance use cases. Equipped with guardrails and compliance-ready infrastructure, our solution helps businesses transform customer journeys at scale in record time.

We are seeking a highly skilled Customer Growth Operations Manager to drive the effectiveness and efficiency of our Customer Growth teams. As a key member of our team, you will be responsible for driving adoption and value realization for our customers.

The Role

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

Key Responsibilities

* 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 and 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

Requirements

* 5+ years of 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 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 a 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 being 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, welcoming, intentional, and respectful
* Bring your whole self to work, diverse culture with innovative ideas where you and your ideas are valued
* Rest and relaxation, 20 days of flexible leaves per year
* Health benefits, preventive health checkups, medical insurance covering dependents, wellness sessions, and health talks at the office
* Keep learning, certification courses reimbursed, growth mindset, and lifelong learning
* Flexible work, in-office or hybrid working model depending on position and location

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