Customer Success Operations Manager

Role Overview

• Own and execute the Customer Support strategy aligned with business growth, brand promise, and customer expectations.
• Design scalable operating models, workflows, and governance frameworks across in-house and outsourced teams.
• Ensure operational stability, consistency, and quality across all customer touchpoints.
• Partner cross-functionally with Product, Marketing, Operations, and Sales to plan, prepare, and enable customer support readiness for product launches.
• Translate business objectives into clear processes, playbooks, launch-specific support materials, and performance standards that scale as the organization grows.
• Lead the design and rollout of AI-powered and automation-first support workflows (chatbots, macros, self-service, deflection strategies).
• Evaluate, implement, and optimize CS platforms and tools (CRM, helpdesk, QA, workforce management, analytics).
• Drive efficiency, cost optimization, and improved response times through smart automation and tooling.
• Stay ahead of CX and AI trends in health, beauty, and eCommerce.
• Define and own KPIs, scorecards, and dashboards (CSAT, NPS, AHT, FCR, QA, conversion impact, cost per contact).
• Establish a scalable quality management framework in partnership with the Customer Service Manager.
• Use data and insights to identify root causes, trends, and opportunities for continuous improvement.
• Ensure consistent performance reporting and executive-level visibility.
• Own forecasting, capacity planning, and channel mix strategy across all support channels.
• Optimize staffing models to support seasonality, promotions, product launches, and rapid growth.
• Partner with Finance and Operations on budgeting, vendor strategy, and cost management.
• Partner closely with Sales, Marketing, Product, Operations, IT, and Finance to deliver seamless, end-to-end customer experiences.
• Act as the customer voice in product launches, promotions, policy changes, and operational decisions.
• Drive alignment between Customer Support and broader company initiatives.
• Serve as the strategic counterpart to the Customer Service Manager, enabling strong execution through systems and structure.
• Influence, mentor, and guide senior support leaders without direct frontline management.
• Build scalable frameworks that empower teams to succeed as the organization grows.

Requirements

• 8–12+ years of experience in Customer Support / Customer Experience leadership, preferably in eCommerce, health, beauty, or DTC brands.
• Proven experience scaling customer support operations in high-growth environments.
• Strong background in AI, automation, CX platforms, and operational analytics.
• Deep understanding of omnichannel support, quality management, and workforce planning.
• Highly strategic, systems-oriented, and data-driven mindset.
• Exceptional cross-functional communication and executive presence.

Benefits

• Competitive compensation, including performance-based bonus
• Unlimited PTO
• Flexible schedule
• Healthcare (medical, dental & vision) fully covered
• Gym membership credit – your physical and mental health is super important
• Kindle/Audible credits – We really value lifelong learning and personal development
• Free iRESTORE Products! (In case you or someone you love is losing hair)
• Paid maternity/paternity leave
• Hybrid work set-up