Operations & Program Manager

Description:

As an Operations & Program Manager, Implementation on our Customer Experience (CX) team, you will play a pivotal role in driving key initiatives that shape the future of how we onboard and activate customers. Your work will focus on leading the operational and programmatic efforts that support scalable deployment, including implementing new systems and tools that elevate the Implementation team’s effectiveness, revisiting and redefining service packages we offer customers, and establishing frameworks that improve how we deliver value throughout the onboarding journey.

You’ll act as a key connector between strategy and execution, turning high-level goals into operational plans, programs, and processes that support teams across every stage of the customer journey, from initial onboarding through deployment, activation, and early adoption. Reporting to the Senior Manager of CX Operations, you will drive the initiatives that strengthen our implementation delivery model and support the team’s evolution as we grow.

In this role, you’ll partner with Implementation Specialists, Deployment Managers, Operations and other cross-functional teams to build clarity, streamline workflows, and ensure our teams are equipped with the right tools, documentation, and frameworks to guide customers effectively. You’ll also help lead the rollout of new technologies, such as a system to support deployment workflows, and drive organizational readiness, training, and adoption.

Your strategic mindset, ability to navigate complex cross-functional relationships, and passion for operational excellence will enable you to identify friction points, develop and launch impactful initiatives, and strengthen the end-to-end customer journey. This role is perfect for someone who thrives at the intersection of customer experience, systems, and program management, and who is motivated by building the infrastructure that helps Implementation teams do their best work.

What To Expect

Lead the implementation and ongoing management of systems and tools that support the Implementation organization, ensuring configurations, integrations, and functionality align with business needs and customer delivery models.
Partner with cross-functional stakeholders (Implementation, Success, Support, Product, Operations) to identify opportunities for automation and workflow optimization across the customer onboarding and deployment journey, designing and implementing solutions that streamline delivery and reduce operational friction.
Map, monitor, and analyze onboarding, deployment, and activation workflows, identifying pain points in customer handoffs, internal processes, service package delivery, or tooling gaps and driving the initiatives that resolve them.
Evaluate the effectiveness, adoption, and scalability of Implementation tools and processes by using usage data, performance metrics, activation insights, and team feedback to propose enhancements and guide iterative improvements.
Serve as the operational and technical owner for key Implementation systems and programs.
Lead initiatives to revisit, refine, or redesign customer service packages related to onboarding, deployment, and activation assessing operational feasibility, aligning with cross-functional partners, and ensuring packages are well-scoped, deliverable, and scalable.
Drive cross-functional readiness for new systems, processes, or service offerings by establishing rollout plans, supporting communications, delivering training, and coordinating change management efforts across Implementation, Success, and other CX teams.
Stay current with trends in customer onboarding, deployment operations, implementation tooling, and activation best practices, proactively recommending new capabilities, workflow improvements, or technologies that enhance the customer’s early-life experience.

What We're Looking For

6+ years of experience in operations, customer onboarding, implementation, customer success, or a related field—ideally with a focus on deployment, activation or enablement.
Strong understanding of the customer journey, particularly the onboarding and activation stages, with experience improving or supporting these workflows.
Proven ability to optimize operational processes, build scalable frameworks, and identify gaps or inefficiencies across implementation or CX environments.
Experience partnering with cross-functional teams (e.g., Implementation, Success, Support, Product, Sales) to ensure alignment across the customer lifecycle.
Excellent project management skills, with a track record of leading implementation-focused initiatives, driving timelines, and ensuring operational readiness.
Proficiency with data analysis, metrics tracking, and reporting to surface trends, highlight risks, and inform process improvements.
Exceptional communication and collaboration skills, with the ability to work effectively across technical and non-technical roles.
Comfort and adaptability in fast-moving or evolving environments.
Familiarity with enablement activities—such as creating documentation, playbooks, training materials, or process guides—is a strong plus.