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Director of Customer Operations

CommerceIQ

CommerceIQ

Customer Service, Operations
Bengaluru, Karnataka, India
Posted on Tuesday, June 11, 2024

Company Overview

At CommerceIQ, we help consumer brands accelerate their retail ecommerce market share growth and profitability through machine learning algorithms. We are building the world’s most complete and sophisticated Retail Ecommerce Management Platform, which connects and intelligently automates the management of retail ecommerce channels like Amazon, Walmart, and Instacart, across the entire ecommerce operational chain of retail media management, sales operations, supply chain, and digital self analytics.

We are in hyper growth mode, having recently raised our Series D funding at unicorn valuation (>$1B) and ended our third year of triple-digit revenue growth. Continued acceleration of our growth is fueled by landing new customers, expanding our platform through new products, managing new retail ecommerce platforms, and delivering exceptional customer service to unlock high net retention rates.

Profile:

At CommerceIQ, we help consumer brands accelerate their retail ecommerce market share growth and profitably through machine learning and algorithms. We are building the world’s most complete and sophisticated Retail Ecommerce Management Platform, which connects and intelligently automates the management of retail ecommerce channels like Amazon, Walmart, and Instacart, across the entire ecommerce operational chain of retail media management, sales operations, supply chain, and digital self analytics.

We are in hyper growth mode, having recently raised our Series D funding at unicorn valuation (>$1B) in April 2022 and ended our third year of triple-digit revenue growth. Continued acceleration of our growth is fueled by landing new customers, expanding our platform through new products, managing new retail ecommerce platforms, and delivering exceptional customer service to unlock high net retention rates.

We are looking for a seasoned leader to lead customer onboarding and operations functions across all of our product lines.

What You'll Do:

  • Oversee the onboarding process for new clients, ensuring a smooth transition and setup of our SaaS solutions.
  • Develop customized onboarding strategies that cater to the unique needs of each client segment, facilitating faster adoption and onboarding.
  • Coordinate with cross-functional teams, including product management and sales, to streamline service delivery and resolve any issues promptly.
  • Regularly review and enhance existing processes and systems to boost efficiency, scalability, and client satisfaction.
  • Gather and analyze customer feedback to inform product improvements and support strategies.
  • Develop deep knowledge of product and engineering systems to help drive and/or take part in technical solutioning discussions with our customers.

As the Director - Onboarding / operations, you will help build and lead a team of onboarding / operations manager(s) / engineers , solution engineers as well as technical program managers to ensure the best possible onboarding / customer engagement experience for our clients. The candidate should be capable of managing a fast-paced delivery schedule and influence and drive efficient and scalable onboarding strategy with the leadership, as well as take a hands-on approach to implementing that strategy.

Responsibilities:

  • Manage technical projects or programs working closely with the cross-functional team of Product, Engineering, Operations, Customer support and success teams to own the Digital shelf analytics delivery program from inception to completion of rollouts.
  • Lead a team of operations engineers as well as technical program managers.
  • Able to drive complex strategic initiatives with high visibility, critical timelines and multiple teams.
  • Able to dive deep, understand, mitigate technical bottlenecks and communicate the same to non-tech stakeholders.
  • Develops, and implements processes and practices to meet business needs.
  • Able to communicate progress across organizational boundaries and levels from individual contributor to senior executive.
  • Provide clear communication with cross-functional teams to drive transparency and end-to-end coordination of deliverables.
  • Help lead technical engagements with customers.

Requirements:

  • You have a Computer Science degree, or equivalent.
  • 10+ years of proven experience in a leadership role within customer success, technical support, or related field in a SaaS or e-commerce environment.
  • Strong understanding of e-commerce platforms, digital marketing, and retail dynamics.
  • Preferably, 5+ years of technical program management experience in software platform or SaaS solutions leading multiple projects/programs.
  • 5+ years of people management experience.
  • Demonstrated ability to work in a matrixed environment, and ability to influence at all levels.
  • Strong project management & cross-group collaboration skills
  • Ability to think strategically and and to self-start in an ambiguous and rapidly-changing environment
  • Excellent delivery and people management skills.
  • Exceptional leadership skills and proven experience in shaping team culture.