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Manager Of Customer Operations Jobs in Ohio (NOW HIRING)

Hertz

Customer Operations Manager

Cleveland, OH · On-site

$50K/yr

The Customer Operations Manager focuses on the front-of-the-house processes, customer service, and maximizing revenue as a leader on the Customer Operations team. The Manager directs processes and ...

Hertz

Customer Operations Manager

Cleveland, OH · On-site

$50K/yr

The Manager directs processes and activities of frontline employees and may assist the Senior Customer Operations Manager in overseeing a brand or department of the location to ensure maximum ...

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Manager Of Customer Operations information

What does a manager of customer operations do?

A Manager of Customer Operations oversees the daily activities and performance of customer service teams to ensure high-quality customer experiences. They develop and implement strategies to improve operational efficiency, resolve customer issues, and optimize workflows. Additionally, they analyze customer feedback, set performance metrics, and collaborate with other departments to align customer operations with broader business goals. Their role is vital in maintaining customer satisfaction and driving continuous improvement within the organization.

What are the key skills and qualifications needed to thrive as a manager of customer operations, and why are they important?

To thrive as a Manager of Customer Operations, you need strong leadership, analytical, and process improvement skills, often supported by a business degree or relevant experience. Familiarity with CRM platforms (like Salesforce), customer service software, and data analytics tools is typically required. Exceptional communication, problem-solving, and team motivation abilities help you excel in managing teams and resolving customer concerns. These skills are crucial for optimizing customer satisfaction, streamlining operations, and achieving business objectives.

What are some common challenges faced by a manager of customer operations, and how can they be addressed?

Managers of Customer Operations often face challenges such as balancing high-quality customer service with operational efficiency, navigating cross-functional communication, and managing teams through periods of change or high demand. Addressing these challenges typically involves implementing clear processes, fostering a culture of open communication across departments, and using data-driven insights to identify areas for improvement. Strong leadership skills, adaptability, and a focus on continuous training can help overcome these obstacles and ensure both team and customer satisfaction.

What is the difference between Manager Of Customer Operations vs Customer Service Manager?

AspectManager Of Customer OperationsCustomer Service Manager
Primary FocusOversees overall customer experience, process improvements, and operational strategiesManages customer service team, handles customer inquiries, and resolves issues
Required SkillsOperational management, leadership, strategic planningCustomer communication, problem-solving, team management
Work EnvironmentCross-departmental, strategic planning, often in office or remoteCustomer support centers, call centers, or retail settings
Common CertificationsBusiness management, project management, customer experience certificationsCustomer service certifications, communication skills training

The Manager Of Customer Operations typically focuses on strategic oversight and improving the overall customer experience across multiple channels, while the Customer Service Manager concentrates on managing the customer support team and resolving individual customer issues. Both roles require strong communication skills, but their scope and responsibilities differ significantly.

Is manager of customer operations a high paying job?

The manager of customer operations is typically a mid- to high-level management role with salaries that vary based on industry, location, and company size. In general, it offers competitive compensation, especially when combined with experience, leadership skills, and relevant certifications. Salaries often range from moderate to well above average for managerial positions in customer service and operations.

What are the most commonly searched types of Of Customer Operations jobs in Ohio?

The most popular types of Of Customer Operations jobs in Ohio are:

What cities in Ohio are hiring for Manager Of Customer Operations jobs?

Cities in Ohio with the most Manager Of Customer Operations job openings:

Manager Of Customer Operations jobs near you

Manager of Customer Success

Cincinnati, OH • On-site

STACK Construction Technologies
Construction • 11 - 50 employees
Learn more about STACK Construction Technologiesexternal

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 4 days ago

Job description

About Us:
STACK is a leading provider of cloud-based construction estimating and takeoff software solutions, committed to helping businesses transform through innovative solutions. We pride ourselves on fostering a collaborative, dynamic environment where team members have the opportunity to grow and make a real impact.
About the Role:
STACK is looking for a Manager, Customer Success to build service-managed Customer Success from the ground up and lead the team that runs it. This role owns two distinct motions on day one: one covering 4000+ paying single-seat accounts, and the other two named books. There's no playbook to inherit here - you're writing it, staffing the pod that runs it, and proving the model works as you go.
You'll report to the VP, Customer Success, and manage a pod of 11 Customer Success Managers (CSMs), coaching them to build strong customer relationships, drive renewals and expansion, and make sure every account gets real value from the STACK platform.
What You'll Do:
  • Pooled Queue Management - Keep coverage and response quality high across single-seat accounts, even at 1:many ratios.
  • Named Book Oversight - Manage two named books through CSMs who own the account relationship, renewal strategy, and expansion motion.
  • Team Leadership - Hire, onboard, coach, and manage a pod of 11 CSMs. Set clear goals, run regular 1:1s, and develop your team's skills over time.
  • Segmentation Strategy - Define and defend the line between SMB (pooled) and Enterprise (named) coverage as the book grows.
  • Retention & Growth - Own renewal and expansion targets across your team's book of business. Spot at-risk accounts early and build recovery plans that work.
  • Process & Playbooks - Build and refine the playbooks, health scoring, and workflows your team uses to manage accounts consistently at scale.
  • Cross-Functional Coordination - Partner with Sales, CS Ops, and Support to keep handoffs, escalations, and account signals moving cleanly.
  • Reporting & Forecasting - Build the forecast reviews, pod stand-ups, and QBWs that make a brand-new function predictable, and report progress to leadership.

Your First 90 Days:
  1. Agree the SMB/Enterprise threshold with Sales - in writing. Land a documented, mutually agreed definition of where the pooled queue ends and the named book begins.
  2. Build the SMB 1:1 ramp. Design and launch the onboarding plan that gets new CSMs productive on the pooled queue fast.
  3. Publish the signal library. Define and document the health signals the pod uses to prioritize accounts across both motions.
  4. Run the manual interim queue until CS Ops lands. Own triage and routing by hand so coverage doesn't lapse while tooling catches up.
  5. Document the fifth-head trip-wire. Define the specific, data-backed threshold that triggers the case for a 12th hire on the pod.

What You Bring:
  • 3+ years managing a Customer Success or Account Management team, ideally in SaaS, including experience across both pooled/SMB and named/Enterprise motions.
  • A track record of hitting or beating retention, renewal, and growth targets.
  • Strong coaching skills. You develop people, not just manage their output.
  • Comfort operating without fully built tooling or process - you'll run things manually in the near term while systems catch up.
  • Comfort with data. You can read a dashboard, spot a risk trend, and act on it.
  • A strong cross-functional partner, particularly with Sales on segmentation and CS Ops on tooling handoff.
  • Clear, confident communication with customers, your team, and cross-functional partners.
  • Experience in construction, real estate, or another vertical SaaS market is a plus, not a requirement.

Why Join STACK?
  • Opportunity to work in a fast-paced, growth-oriented, remote-first environment.
  • Async-friendly environment with a focus on ownership and deep work.
  • Be part of a dynamic, supportive team where your contributions are valued.

At STACK, our values shape how we work, collaborate, and serve our customers:
  • Radical Honesty: Communicate directly, respectfully, and transparently-even when conversations are difficult. Give and receive feedback with care.
  • Customer Obsession: Put the customer at the center of every decision. Solve real problems, follow through, and measure success by customer outcomes.
  • Move With Purpose: Take thoughtful action, remain accountable, and own both successes and mistakes. Anticipate what's next and adapt as you learn.
  • Grow Together: Share knowledge, collaborate across teams, and invest in one another's development. Celebrate collective wins and treat setbacks as opportunities to learn.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.
We take into account an individual's qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance (medical, dental & vision), life insurance, 401(k) & paid time off. The expected compensation range for this position is about $118k-140k + quarterly bonus. The actual offer will be at the company's sole discretion and determined by relevant business considerations, including the final candidate's qualifications, years of experience, skillset, and geographic location. #LI-Remote

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