VitalSource is looking for a Customer Operations Manager to join our Customer Operations team. You will turn complex processes into streamlined systems that power exceptional customer experiences, working across teams to ensure the customer journey is executed flawlessly.
What You'll Do
- Develop, implement, and optimize operational processes for your assigned segment to enhance efficiency and productivity.
- Ensure all operational activities comply with company standards, policies, and regulatory requirements, implementing quality assurance processes.
- Conduct regular assessments and audits of existing processes to ensure they meet organizational standards.
- Monitor and evaluate key performance indicators (KPIs) to measure operational efficiency and effectiveness.
- Analyze operational data to identify trends, inefficiencies, and areas for improvement.
- Prepare and provide reports to internal leadership on the health and success of customer operational requirements based on established metrics.
- Coordinate with cross-functional teams to support company-wide initiatives.
- Manage assigned segment initiatives, ensuring clear communication and timely delivery of operational solutions.
- Provide training and oversight to CS Ops and outsourced teams to ensure superior operational support for all Customer Success activities.
- Ensure operational processes align with customer needs and expectations.
- Work with customer-facing teams to address and resolve operational issues affecting customer satisfaction.
- Act as an escalation point for segment operational concerns, communicating unique requirements to support other VitalSource partner needs.
What We're Looking For
- 3 years of customer operations experience.
- 2+ years of project or process management experience.
- 2+ years of working closely with product management teams.
Nice to Have
- Prior experience in process improvement, team management, and analytic tools (e.g., Looker).
Technical Stack
- Deep platform & integration expertise in VitalSource systems and customer-support processes.
- Advanced Excel / Microsoft Office for audits, KPI tracking, and reporting.
- Customer-success tech-stack knowledge (integrations, automation).
- Process & project management (scope, execute, measure).
- Operational policy & compliance fluency.
Team & Environment
You will work across Customer Success, Finance, Product Development, and more within a collaborative, inclusive, and mission-driven culture.
Benefits & Compensation
- Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance.
- 401K match up to 5%.
- 12 weeks of paid parental leave.
- Tuition reimbursement program.
- 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days.
- Flexible work schedules and remote capabilities (by team).
- Opportunities for fitness challenges and rewards.
- Compensation range: $64,500 to $80,000.
Work Mode
This is a hybrid role open to candidates in Raleigh NC, Chicago IL, Franklin TN, and Boston MA.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.
