Operations Manager - Customer Success

<p><strong><span data-contrast="auto">Operations Manager – Customer Success</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p>
<p><span data-contrast="auto">**This position requires you to work in our Downtown Phoenix office**</span><span data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335551550":1,"335551620":1,"335559685":0,"335559737":0,"335559738":240,"335559739":240,"335559740":279}"> </span></p>
<p> </p>
<p><strong><span data-contrast="auto">About Townsquare Interactive:</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p>
<p><span data-contrast="auto">At Townsquare Interactive, we specialize in empowering small and medium-sized businesses to thrive. Our stellar business management platform enhances customer flow, ensuring ongoing success. From comprehensive business management software to website design, SEO, social posts, and reputation monitoring – we've got all your digital needs covered. Our mission is to simplify success for businesses of all sizes.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p>
<p> </p>
<p><strong><span data-contrast="auto">The Operations Manager – Customer Success Opportunity:</span></strong><span data-contrast="auto"> </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p>
<p><span data-contrast="auto">As an Operations Manager, you will lead and develop a high-performing Customer Success team, ensuring excellence in onboarding, inbound and outbound call handling, edit requests, account management, and account resolution. You will drive operational efficiency by optimizing processes, implementing best practices, and monitoring key performance metrics to enhance team performance and customer satisfaction. As part of the continued growth of our Phoenix office, you will play a key role in building and supporting our expanding team while partnering closely with leadership and cross-functional teams to improve customer experiences, resolve escalations, and contribute to overall business growth.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p>
<p> </p>
<p><strong><span data-contrast="auto">Responsibilities:</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p>
<p><strong><span data-contrast="auto">Team Leadership & Development</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Lead, train, and mentor Onboarding Specialists and Customer Success Specialists, fostering a high-performance, customer-focused team.</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Conduct regular coaching sessions, one-on-ones, and skill-building workshops to drive growth and accountability.</li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Lead by example, promoting professionalism, collaboration, and a results-driven culture.<span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li>
</ul>
<p><strong><span data-contrast="auto">Client Onboarding and Campaign Deployment:</span></strong><span data-contrast="auto"> </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Oversee the onboarding process, ensuring seamless communication between sales, production, and account management teams.</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Ensure campaigns are launched in alignment with client’s business goals and expectations.</li>
<li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Act as an escalation point for complex onboarding issues, resolving them promptly and effectively.<span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li>
</ul>
<p><strong><span data-contrast="auto">Performance & Process Management</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Monitor and analyze KPIs for inbound/outbound calls, account management, product adoption and issue resolution.</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Optimize workflows to improve efficiency, meet SLAs, and enhance customer satisfaction.</li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Hold team members accountable for performance goals, providing clear feedback and improvement strategies.<span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li>
</ul>
<p><strong><span data-contrast="auto">Collaboration & Communication</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Partner with cross-functional teams to ensure seamless service delivery and continuous process improvements.</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Act as the escalation point for complex customer issues, ensuring swift and effective resolution.</li>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Provide leadership with regular updates on team performance, challenges, and strategic recommendations.<span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li>
</ul>
<p><strong><span data-contrast="auto">Continuous Improvement & Strategy Execution</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Identify and implement best practices to enhance training, workflows, and customer success operations.</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Stay informed on industry trends to drive innovation and maintain a competitive edge.</li>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Foster a culture of learning, adaptability, and process optimization to ensure sustained success.<span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li>
</ul>
<p> </p>
<p><strong><span data-contrast="auto">Qualifications:</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">BA/BS degree in Business Administration, Management, or a related field (preferred)</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Minimum of 5 years of experience in a leadership role within a SAAS or digital marketing environment.</li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Strong leadership and team management skills with the ability to inspire and drive performance.</li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Exceptional presentation, interpersonal, and communication skills</li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Analytical mindset with the ability to interpret data and make informed decisions.</li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Experience with call volume tracking and allocating headcount to support business needs.</li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Exceptional problem-solving skills and the ability to handle high-pressure situations.<span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li>
</ul>
<p> </p>
<p><strong><span data-contrast="auto">Benefits:</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Competitive base salary and bonus plan</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">3 weeks PTO</li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">9 paid holidays (including 2 personal/floating holidays)</li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Volunteer Time Off</li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Health, Dental, and Vision Insurance</li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Pet Insurance</li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">401(K) Retirement Plan with Company Match</li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Employee Stock Purchase Plan</li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Company-provided laptop</li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Comprehensive training and growth opportunities</li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Unlimited growth potential in a dynamic work environment<span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":0}"> </span></li>
</ul>
<p> </p>
<p><strong><span data-contrast="auto">TOWNSQUARE MEDIA BROADCASTING, LLC MAINTAINS A DRUG-FREE WORKPLACE AND IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. APPLICANTS MUST BE ELIGIBLE TO WORK IN THE U.S.</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p>
<p><strong><span data-contrast="auto">Townsquare Media provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Townsquare Media complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Townsquare Media expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Townsquare Media’s employees to perform their job duties may result in discipline up to and including discharge.</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p>
<p><span data-contrast="auto">#LI-RM1</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></p>