Customer Operations Manager

We are seeking a Customer Operations Manager to deliver operational excellence across both our Support and Success organizations. In this role, you’ll focus on translating strategic priorities from Operations leadership into actionable execution plans, driving efficiency, quality, and customer experience improvements. You’ll be responsible for capacity planning, KPI performance, and building and maintaining reporting, tools, and process documentation to support strategic initiatives, leveraging data insights to inform decision-making. This role provides the opportunity to work across Operations teams and partner directly with leadership, making a direct impact on the customer experience and Redis’s success.

Support KPI & Capacity Planning

• Own responsibility for capacity planning and forecasting for the global Support team.
  
• Strengthen support KPI results (response times, resolution times, CSAT, case volumes) by identifying and executing on operational improvements.
  
• Partner with Support leadership to strategize and deliver on efficiency and quality levers.
  

Data & Insights

• Develop a deep understanding of support data and its nuances, becoming a trusted voice on support performance and trends.
  
• Manipulate, analyze, and validate data to ensure accuracy and completeness.
  
• Present complex data clearly and simply to stakeholders, blending quantitative and qualitative insights.
  

Customer Experience & Self-Service

• Partner with Automation and Knowledge teams to improve customer self-service experiences.
  
• Collaborate with the Systems team on Support tool enhancements and integrations.
  

Customer Success

• Keep CS data clean and deliver dashboards that surface health, renewals, and risks.
  
• Administer systems, streamline trackers, and build automations that save TAM/CSM time.
  
• Help design and operationalize customer journey milestones, health scores, and renewal/risk playbooks.
  
• Enable the CSE team with playbooks and scalable programs to shift from reactive to proactive, 1:Many engagement.
  
• Create toolkits and templates (account plans, QBRs, risk frameworks) that drive consistent execution.
  
• Spot inefficiencies, propose solutions, and drive enhancements from design through adoption.
  

To be successful in your first few months, you will:

• Deliver a robust resourcing and capacity model that identifies workload and outcome trends at both global and regional levels, with the ability to forecast future resourcing needs for the Support team accurately.
  
• Establish clear communications on support trends, breaking down insights by product, customer tier, problem type, and other key dimensions to inform leadership decision-making.
  
• Develop a strong understanding of the support experience from both the engineer’s and the customer’s perspective, and begin shaping strategies to reduce friction and elevate satisfaction with the quality of support.
  
• Build a healthy and collaborative partnership with Support leadership, becoming a trusted advisor and operational partner in driving customer experience improvements.
  

• At least 2 years of proven experience delivering within an Operations role at another company.
  
• Strong data manipulation and analysis skills, with the ability to clearly communicate insights.
  
• Proven experience in Salesforce at various depths, with additional experience in Zendesk as a plus, along with strong hands-on skills in general data tools such as Excel and Google Sheets, and familiarity with emerging tools like Glean and ChatGPT to enhance operations.
  
• Demonstrated experience leading initiatives from start to delivery, including measuring success outcomes.
  
• Proven ability to partner cross-functionally and deliver results in collaboration with other teams.
  
• Evidence of professional growth through curiosity, learning, and self-development.
  
• Bachelor’s degree in Business, Information Technology, or a related field.
  

• You thrive in an execution-driven environment, turning strategy into results.
  
• You can navigate ambiguous problems and define practical solutions.
  
• You’re equally comfortable diving into data and communicating insights to leaders.
  
• You embrace a growth mindset and are eager to continuously develop.
  

• This role reports to the VP of Customer Operations and partners closely with the Senior Manager of Customer Success Operations.
  
• You will also collaborate across other Operations teams, including Customer Operations, Systems, Automation, and Knowledge.
  
• This is a remote, US-based position.
  

Our culture is what makes Redis a fun and rewarding place to work. To support you at work and beyond, we offer all our US team members fantastic benefits and perks:

• Competitive salaries and equity grants
  
• Unlimited time off to promote a healthy work-life balance
  
• H/D/V coverage along with 401K, FSA, and commuter benefits
  
• Team celebrations and recreation events
  
• Learning and development opportunities
  

The estimated gross base annual salary range for this role is $103,455 – $155,090 per year in New York, California, Washington, Colorado, and Rhode Island. Actual compensation may vary and is dependent on various factors, including a candidate’s work location, qualifications, experience, and competencies. Base annual salary is one component of Redis’ total compensation and competitive benefits package, which may include 401(k), unlimited time off, learning and development opportunities, and comprehensive health and wellness benefits. This role may include discretionary bonuses, stock options, commuter benefits based on location, or a commission plan. Salary history is not used in compensation package decisions. Redis utilizes market pay data to determine compensation, so posted compensation ranges are subject to change as new market data becomes available.

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