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Success Strategy & Operations Manager
Confirmed live in the last 24 hours
Locations
San Francisco, CA, USA • Canada • Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Asana
Atlassian
Leadership
Management
Marketing
Sales
UI/UX Design
Requirements
  • Growing revenue by 5x while also delivering a 200+% NRR (net revenue retention)
  • Tripling our customer base, with notable new customers including Zoom, Asana, Wynn, Color Genomics, and Restaurants Brands International in addition to existing customers like Etsy, Stripe, Monzo, Notion, and others
  • Building out leadership in Sales, Marketing, Partnerships, and UX with SaaS veterans from Shopify, Atlassian, Flexport, and Stripe
  • Growing the Assembled team by 5x (from 12 to 65 people)
  • Launching several new product updates, including a revamped scheduling experience, agent scorecard, algorithmic scheduling automations, reporting API endpoints, and contact platform integrations
  • Forming additional strategic partnerships with leading customer experience companies, including UJET, Five9, and MaestroQA
  • Analytical skills and strong problem solving: Work through ambiguity by taking a structured approach to break down complex, amorphous problems; distill insights from complex data sets that inform our decision making and succinctly craft a story for leadership
  • Relationship building: Enjoy developing relationships and can collaborate effectively with a wide range of constituents. At Assembled, we'd expect you to regularly interact with C-level execs, stay-at-home support agents, and engineers alike
  • Scrappiness: You have the grit, determination and resiliency needed to push through roadblocks within highly unstructured environments
  • Growth mindset: You're not afraid to try things you've not done before and failing. You thrive on feedback
  • Preferred: 3+ years of experience in highly strategic, operational, and analytical environments e.g. business operations, management consulting, investment banking, private equity or venture capital
Responsibilities
  • Create our operational cadence to ensure we are measuring, reviewing and executing against the right things from the leadership level down to our on-the-ground teams
  • Lead strategic initiatives to improve our GTM machine such as identifying scaleable ways through data to identify churn risk, developing our customer health score and designing the playbooks to increase customer retention
  • Drive high-impact, cross-functional projects such as our pricing strategy, our product roadmap direction etc
  • Maintain and build our systems with the goal of powering our metrics tracking, operational cadence and increasing our ability to be pro-active and prescriptive in how we engage with customers
  • Account manage a handful of some of our most strategic customers as you help them achieve their goals on Assembled
Assembled

11-50 employees

Workforce management
Company Overview
Assembled is a fast-thinking, fast-moving, empathy-driven team inspired by one main goal: to create intelligent systems in service of people helping people. We've started on this path by addressing the very real, very underserved needs of customer support teams.
Benefits
  • Competitive compensation and equity package
  • Insurance coverage
  • 401(k)
  • CSA Credit
  • Stipend for use at any Assembled customer
  • Professional development stipend
  • Wellness stipend
Company Values
  • Act like a support agent - It's a mentality and an operating principle. It means meeting every challenge with rigor, empathy, and efficiency. Doing it because you care. Listening first, solutioning next.
  • Get on the plane - We are biased towards action, and don’t wait to pitch in, help out, or to go the extra mile, every time. Sometimes, you just need to get on the plane — literally and figuratively.
  • 1% better - For us, it’s progress over perfection, though we strive for it all. Above all, it’s how we get there — by listening, learning, and improving. For us, feedback is a gift, and it’s key to us building a better Assembled.