Customer Operations Manager

Veryon is a leading global provider of aviation software and information services, delivering predictive technology solutions that improve aircraft uptime and operational efficiency. The Customer Experience Operations Manager manages the tools, processes, programs, and reporting mechanisms that support customer success, services, and support teams, while driving customer adoption, retention, and expansion.

Responsibilities:

• Initiate, lead, execute, and monitor programs and projects across the customer experience function (Customer Success, Services, and Support)
• Contribute to the implementation and optimization of tools and processes for customer experience teams, and lead documentation and enablement
• Collaborate closely within the customer experience function and with other Veryon functions, including Marketing, Sales, Product, and IT
• Establish and maintain robust mechanisms for reporting key performance metrics for Customer Success, Services, and Support for weekly, monthly, quarterly, and annual team and executive reviews. Provide support to managers in executing this reporting and communicating insights
• Develop and implement strategies to maximize customer product adoption, retention, and expansion opportunities
• Develop and deliver training programs for team members in the Customer Experience functions

Requirements:

• 5+ years of experience in Operations, Project Management, Customer Success, and or Consulting
• Strong project management skills with the ability to manage multiple concurrent programs, deadlines, dependencies, and stakeholders
• Demonstrated ability to build and scale tools and process automations, especially leveraging AI
• Strong data fluency with the ability to generate, analyze, and interpret reports from CSM (such as Salesforce), PSA (such as Certinia), product usage and customer feedback utility (such as Pendo)
• Demonstrated experience owning implementation, maintenance, and training of software tools for customer success and professional services
• Experience partnering with leaders and executives across functions of a technology company
• A power-user of AI tools able to build for and teach others
• Aviation, aerospace, or other related technical industry experience
• Experience working with customers in technial or highly specialized industries
• Experience in post-acquisition integration of customer-facing teams and processes, especially in B2B SaaS contexts
• Bachelors degree or equivalent