Customer Operations Manager

Why Work at Reputation?

• Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide.
• We've raised over $200 million in funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including $150 million in equity financing from Marlin Equity Partners in January 2022.
• Reputation is trusted by more than 250 partners, including Google, Facebook, Salesforce, J.D. Power, Amazon and Web.com.
• Our industry leading platform has been recognized by Forrester and Gartner as a vendor of choice in Voice of the Customer, Customer Feedback Management, and Social Suites research reports.
• The platform is used by 10+ major automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.
• Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.
• Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.
• Our Mission: We exist to forge relationships between companies and communities.
  
  
  

Reputation is seeking a highly skilled and motivated Customer Operations Manager to join our dynamic team at Reputation.com. As the Operations Manager, you will play a pivotal role in driving operational efficiency, cross-functional collaboration, and process improvement within our organization.

Responsibilities

• Process Improvement:
• Identify and analyze existing business processes to streamline operations and enhance overall efficiency.
• Implement process improvements and best practices to optimize workflows and increase productivity.
  
  

• Cross-Functional Excellence:
• Maintain operational backlog and tracking of active initiatives
• Foster a culture of cross-functional collaboration by working closely with teams such as sales, marketing, customer excellence, product, and engineering.
• Develop and maintain effective communication channels to ensure seamless information flow across different departments.
  
  

• Project/Program Management:
• Lead and oversee key operations-related projects and programs, ensuring timely delivery and successful implementation of process enhancements.
• Utilize project management methodologies and tools to drive project/program success.
• Programs may include:
• Migrations
• Enablement Program

• PSA and CSM tool Reporting:
• Oversee and manage the utilization of our PSA and CSM platform reporting tools to extract meaningful insights and data analytics.
• Manage weekly resource management call, including staff utilization, forecasting, and capacity planning.
• Work with the Customer Success team to ensure that playbooks are accurate and that CTAs are current.
• Collaborate with the data analytics team to ensure accurate and timely reporting, providing actionable insights to various stakeholders.
  
  

• Data Integrity and Governance:
• Establish and enforce data governance policies to maintain the accuracy and integrity of information within the organization.
• Implement measures to ensure data security and compliance with industry standards.
  

Experience

• 5+ years of experience in operations management or a related field, preferably within a SaaS environment.
• Proven experience with PSA, CSM, and Support reporting tools along with Business Intelligence tools (Salesforce certification a plus)
• PMP (Project Management Professional) certification a plus
• Bachelor's degree in business, operations management, or a related field.
• Strong analytical and problem-solving skills.
• Excellent project management and organizational abilities.
• Effective communication and interpersonal skills.
• Proficient in data analysis and reporting tools, particularly DOMO and Catalyst.
• Ability to work collaboratively with cross-functional teams and stakeholders
• Proven leadership skills and a track record of driving results through teamwork
  
  
  

When You Join Reputation, You Can Expect

• Flexible working arrangements.
• Career growth with paid training tuition opportunities.
• Active Employee Resource Groups (ERGs) to engage with.
• An equitable work environment.
  
  
  

Our Employees Say It Best

According to Glassdoor, 94% of our employees approve of our CEO, Joe Burton.

Our Employees Highlight Our

• Ample Opportunities- “There are many opportunities to learn and grow. Many open roles are replaced with internal promotions.”
• Positive Culture- "Great opportunity and exceptional culture." “You will never have a better culture anywhere else. Period.”
• Training and Tools- “All managers truly want you to succeed, and you are given great tools and training to be successful in your role.”
• Balance- “Great work life balance and awesome team environment!”
  
  
  

Diversity Programs & Initiatives

Our Reputation Nation spans around the world. This global perspective allows us to intentionally unlock the magic that comes from diversity of experience to contribute to our success.

At Reputation, We Believe In

• Diversity: Embracing a culture that values uniqueness.
• Inclusion: Inviting diverse groups to take part in company life.
• Belonging: Helping each individual feel accepted for who they are.
  
  
  

"At Reputation, we see diversity and inclusion as the foundation for an equitable workplace. Our goal is to empower all of our employees, regardless of their background, to make an impact in their work each and every day." - Joe Burton, CEO, Reputation

Additionally, we offer a variety of benefits and perks, such as:

• Flexible PTO
• Paid company holidays
• 4 company provided, “Recharge Days”, which are wellness days off for the entire company
• Several active Employee Resource Groups (ERG’s) to help foster inclusion and community
• Employee Assistance Program
• Access to a wide variety of unique perks and apps: Ginger, Calm, Headspace, Carrot Fertility, Aaptiv, Omada, One Medical, SoFi
• Fetch Pet Insurance
• 401K
• Health, dental and vision insurance
• Paid maternity leave
• Employer paid short term and long term disability and life insurance
  
  
  

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To learn more about how we handle the personal data of applicants, visit our Candidate Privacy Notice.

Applicants only - No 3rd party agency candidates.