Sr. Manager Customer Success Operations

📋 Description

• • iRESTORE Laser LLC is a rapidly expanding company at the forefront of innovative solutions in the wellness and beauty sector. Our core mission is to empower individuals by restoring their confidence through safe and effective products designed to enhance health and beauty. As we continue our significant growth trajectory, we are seeking a highly strategic and results-oriented Sr. Manager, Customer Success Operations to join our dynamic team. This pivotal role is instrumental in shaping and scaling our customer support operating model, ensuring a best-in-class experience for our valued customers.
• • In this capacity, you will be the architect of our customer support strategy, systems, and structure, focusing on the 'how,' 'why,' and 'what's next' of customer service. You will leverage AI, automation, advanced analytics, and cross-functional collaboration to optimize our end-to-end customer support operations across all channels, including email, chat, phone, social media, and online marketplaces. This is a strategic leadership position, not a frontline management role. You will partner closely with the Customer Service Manager, who oversees daily execution, training, coaching, and platform administration, to ensure a cohesive and high-performing support function.
• • Your primary responsibility will be to own and execute the Customer Support strategy, ensuring it is tightly aligned with our ambitious business growth objectives, our brand promise, and the evolving expectations of our customers. This involves designing and implementing scalable operating models, robust workflows, and clear governance frameworks that can effectively manage both in-house and outsourced support teams. A key focus will be on maintaining operational stability, ensuring consistency in service delivery, and upholding the highest standards of quality across every customer interaction.
• • A significant aspect of this role involves proactive cross-functional partnership. You will collaborate closely with Product, Marketing, Operations, and Sales teams to meticulously plan and prepare for new product launches, promotional campaigns, and policy changes. This ensures that our customer support teams are fully equipped with the necessary training, up-to-date tools, comprehensive FAQs, and efficient escalation paths to handle inquiries effectively and provide seamless support.
• • You will be tasked with translating high-level business objectives into actionable processes, detailed playbooks, and specific support materials tailored for launches. These frameworks must be designed for scalability, adapting and growing alongside the organization.
• • A critical component of your role will be to lead the charge in AI and automation enablement within customer support. This includes designing and overseeing the rollout of AI-powered workflows, such as intelligent chatbots, automated response macros, enhanced self-service options, and effective deflection strategies. You will be responsible for evaluating, implementing, and continuously optimizing our suite of Customer Success platforms and tools, including CRM, helpdesk software, quality assurance (QA) tools, workforce management (WFM) solutions, and advanced analytics platforms.
• • The goal is to drive significant improvements in efficiency, achieve cost optimization, and reduce average handling times (AHT) through the strategic application of automation and advanced tooling. Staying abreast of the latest trends in Customer Experience (CX) and AI, particularly within the health, beauty, and eCommerce industries, will be crucial for maintaining our competitive edge.
• • You will define, own, and meticulously track key performance indicators (KPIs) and develop comprehensive scorecards and dashboards. These will cover critical metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Average Handling Time (AHT), First Contact Resolution (FCR), Quality Assurance (QA) scores, conversion impact, and cost per contact. In partnership with the Customer Service Manager, you will establish a scalable quality management framework to ensure consistent service excellence.
• • Utilizing data and insights derived from these metrics, you will identify root causes of issues, recognize emerging trends, and pinpoint opportunities for continuous improvement. Ensuring consistent performance reporting and providing clear, executive-level visibility into the health of our customer support operations will be a key deliverable.
• • Furthermore, you will own the forecasting, capacity planning, and channel mix strategy across all support channels. This involves optimizing staffing models to effectively manage seasonality, promotional periods, product launches, and periods of rapid growth. Collaboration with Finance and Operations will be essential for budgeting, vendor strategy, and overall cost management.
• • As a leader, you will foster strong cross-functional partnerships with Sales, Marketing, Product, Operations, IT, and Finance to ensure the delivery of seamless, end-to-end customer experiences. You will serve as the primary advocate for the customer's voice in all product launches, promotional activities, policy modifications, and critical operational decisions, driving alignment between Customer Support and broader company initiatives.
• • This role acts as the strategic counterpart to the Customer Service Manager, empowering them with the necessary systems and structures for exceptional execution. You will influence, mentor, and guide senior support leaders without direct day-to-day frontline management responsibilities, building scalable frameworks that enable teams to thrive as the organization expands. You will report directly to the Director of Customer Experience.