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Senior Manager
Customer Experience/Success Operations, Digital Advertising
Updated on 1/24/2023
Locations
San Francisco, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Requirements
  • 10+ years of experience in Customer Success, Customer Experience, or post-sales functions
  • 5+ years of experience implementing and operating multi-channel customer service strategy - including phone, email, chat, SMS, social, etc
  • 5 years of experience in digital advertising, ideally supporting a scaled self-serve ad platform with expert-level knowledge of campaign optimization, programmatic ad buying, and auction marketplace dynamics. Able to handle escalations from the team and internally champion customer needs with product and revenue teams
  • 5+ years managing global, multi-location outsourced vendor services
  • You are passionate about advertising technology and have a solid working knowledge of one/or more media platforms, including Google Ad Manager, Google Ads, Google Display & Video 360, Facebook Business Manager, Spotify Ad Studio, Twitter Ads, TikTok Ads Manager, and more
  • Strong experience with UX products and thought leadership to design and execute delightful support experiences
  • Experience working with small businesses and developing strategies to scale services and support
  • Experience with Salesforce Service Cloud (preferably with implementation), customer service tools and systems, and experience in automating agent workflows by leveraging AI technologies
  • You're skilled and comfortable at engaging and communicating with senior executives, influencing without authority, and managing large cross-functional stakeholders
  • A strong operational focus to build a scaled operating model with people, tools, systems & process improvements to drive efficiency and effectiveness across the customer lifecycle
  • You've built several solutions from the ground up and have taken ideas from zero to one
  • You use data to drive strategy, decisions, and outcomes
  • Excellent verbal, written, and presentation skills - must be able to communicate complex ideas in both technical and business-friendly language
Responsibilities
  • Build a Customer Service organization that delivers best-in-class support for our small businesses through operational excellence, outsourced vendor management, process improvement, and tools development
  • Develop a multi-channel, efficient support strategy and improve our business through optimized feedback loops. Use support data to conduct in-depth analyses across business areas (e.g. customer segments, product lines etc.) to develop a deep understanding of key drivers, identifying improvement areas and opportunities to maximize customer LTV
  • Own the efficiency and quality balance of the CS operations - smartly investing in both while incorporating cost considerations to help maximize our investments in our people and build our talent for the future
  • Responsible for short and long-term capacity management, including volume forecasting, capacity management, and workforce strategy
  • Design, lead and execute strategic initiatives that drive a superior customer service experience and create value for customers across their journey - including scaling support operations, launching new support channels, and executing programs that drive sales and reduce churn
  • Define function-specific key performance indicators and thoughtfully manage the team to deliver results and meet goals
  • Advance the strategy and execution of the NOPS team, partnering with Product, Revenue, and Engineering leadership to ensure that we continuously improve our products and deliver value for our customers
  • Act as the strategic thought partner to various members of the Leadership team, helping craft the strategy for various business initiatives
Desired Qualifications
  • Experience managing managers
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