Senior Business Operations Manager - Customer Support

September 19

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Description

• Sprout Social is looking to hire a Senior Business Operations Manager, Customer Support. • This person will be responsible for driving and executing Support’s Strategy (OKRs). • This role will bridge gaps between other departments across Sprout, ensuring alignment towards goals. • Work closely with the Head of Customer Support to develop the team's priorities.

Requirements

• 5+ years of experience in operations or strategic business roles, with a strong emphasis on strategic planning and prioritization frameworks, and leading business transformation initiatives. • Demonstrated success in managing complex, cross-functional projects from inception to completion, and driving measurable business impacts. • Strong analytical/data-driven background with proven ability to use data to provide actionable insights, strategic recommendations, and root cause analyses related to customer health and journey milestones. • Background supporting customer-facing teams in a SaaS environment and driving customer experience initiatives for increased satisfaction, adoption, and retention of customer base. • Strong written and verbal communication skills, with the ability to effectively communicate with stakeholders at all levels, influence decision-making, and gain consensus and buy-in. • Experience with reporting and CRM tools such as Excel, ZenDesk, Salesforce, Gong, and Tableau. Ability to manage dashboards for tracking department KPIs and evaluating impact and efficiency. • Knowledge of Product and Engineering processes and product development lifecycles. Experience working directly with technical leaders in R&D organizations and providing feedback to inform product roadmap and strategy.

Benefits

• Insurance and benefit options that are built for both individuals and families • Progressive policies to support work/life balance, like our flexible paid time off and parental leave program • High-quality and well-maintained equipment—your computer will never prevent you from doing your best • Wellness initiatives to ensure both health and mental well-being of our team • Ongoing education and development opportunities via our Grow@Sprout program and employee-led diversity, equity and inclusion initiatives. • Growing corporate social responsibility program that is driven by the involvement and passion of our team members • Beautiful, convenient and state-of-the-art offices in Chicago’s Loop and downtown Seattle, for those who prefer an office setting