Operations Manager

| Greater LA Area

Operations Manager

ServiceTitan is seeking a Customer Success Operations Manager to join our Customer Success Operations team. This position will report to the Sr. Manager of Customer Success Operations, and will thrive in a rapidly growing Customer Success Organization. This person will be a passionate, hard-working professional with proven operational analytical and technical skills, strong critical thinking, deep understanding of Client Services, and the ability to work cross-functionally in a dynamic and fast paced environment.

Job Description:

  • Develop problem solutions by describing requirements visually, studying system capabilities, analyzing alternative solutions, preparing system specifications and clear operational documentation
  • Partner with team managers to develop models, systems and processes which will provide important insights for the Professional Services, Customer Training and Technical Support teams and guide short- and long-term execution of targeted goals
  • Align with Leadership on the execution of high visibility strategic objectives in timely and professional manner
  • Work with Management to address our business needs efficiently and with a focus on continued scalability, optimization, improvement and flexibility of overall processes
  • Facilitate process training and consult on best practices to aid managers optimize team output
  • Own all KPI sources of data and reporting for the Professional Services, Customer Training and Technical Support teams alongside, Management, BI and Systems teams, ensuring data integrity, reporting requirements and business needs are being met efficiently
  • Work closely with management on need for Monthly and Quarterly Business Review materials, done in a timely manner
  • Address all organization wide requests on an Ad-hoc basis in a timely manner, with involvement of management
  • Act as stand in for any other Customer Success Operational needs outside of current scope, if needed

Job Requirements:

  • BS/BA in Business Administration, or related field, required
  • 5-7 years of relevant experience, required
  • Business operations experience in SaaS, prefered
  • 3+ years of advanced Excel usage, required
  • Excel modeling experience, required
  • Salesforce.com experience, required
  • Excellent critical thinking skills; ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Understanding of complex business operations and fundamentals of logic (IFs, ANDs, and ORs)
  • Strong understanding of Financial and operational SaaS KPIs and other Key Metrics
  • Clear understanding of Professional Services, Training, Support and Software Implementation
  • Excellent communication, written, verbal, and listening skills
  • Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
  • Confidence in advocating best practices
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • MySQLDatabases
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail

Location

Our neighborhood is considered a "crossroads" and "gateway" city. We have suburban life on one side and city life on the other.

An Insider's view of ServiceTitan Inc.

How do you collaborate with other teams in the company?

I usually prefer communicating and collaborating via slack or emails, but if I am looking for a rapid solution then I would walk over to them.

Dave Avetikyan

Data Engineer

What are some things you learned at the company?

I've been part of teams throughout my career, but here at ServiceTitan I've had a chance to collaborate in full with my colleagues. I've also learned new things about being accountable to your teammates, the power that transparency has in keeping teams together, and the benefits of being open and candid.

Jason Mulero

Senior Learning & Development Specialist

What makes someone successful on your team?

Empathy, determination, and resourcefulness!

You're the main point of contact for a complex, detail-oriented implementation schedule that has concurrent timelines and moving parts. You need to be cool and collected in the face of high-stress situations, all while delivering an excellent customer experience.

Kathy Chang Sercu

Sr. Manager, Enterprise Implementation

What are ServiceTitan Inc. Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
ServiceTitan's dental plan covers 100% of the cost for preventative care
Vision Benefits
ServiceTitan's vision plan covers 100% of the cost for preventative care
Health Insurance Benefits
ServiceTitan's incredibly generous health plan covers 100% of the cost and 80% for dependents.
Life Insurance
Pet Insurance
ServiceTitan offers Pet Insurance to our Titan pets.
Wellness Programs
ServiceTitan partnered with Fitspot to bring onsite massages and exercise activities to the office
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Casual Dress
Company Outings
Aside from our annual summer picnic and holiday party, we always make time to have happy hour with the team. In addition, we value team building, so we often take team offsites.
Free Daily Meals
ServiceTitan offers free lunches everyday and a fully stocked pantry with La Croix and your favorite cereals!
Game Room
Stocked Kitchen
Happy Hours
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

We really listen to the feedback of our employees and want to make sure that each perk is thought out and mindful for everyone.

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