Manager of Operations

Position Summary

Foundation Software, a rapidly growing, national provider of construction software and services, seeks a highly skilled, experienced Manager of Operations to join our growing Customer Success team. The Manager of Operations for Customer Success & Support will oversee the configuration, optimization, and documentation of processes and systems within the Customer Success and Support teams.

This role requires a strategic thinker who can manage the operational aspects of customer success workflows, ensuring that internal systems and processes are aligned with the team's goals and best practices.

The Manager of Operations will be responsible for maintaining and improving documentation, driving operational efficiency, and ensuring smooth coordination between the customer success, support functions and other internal departments.

This role includes management responsibilities, overseeing a small team focused on configuring and maintaining the systems and tools used by the Customer Success and Support departments.

Essential Functions and Responsibilities

• Configure and maintain the operational systems used by the Customer Success and Support teams (CRM, ticketing systems, knowledge bases, customer success platform).
• Develop, implement, and continuously improve workflows and processes to ensure customer success and support operations are efficient and scalable.
• Ensure that tools and systems (CRM, customer support platforms, etc.) are integrated and function cohesively to provide seamless customer experience.
• Ensure data accuracy and consistency across systems, assisting with the generation of reports and dashboards to track key customer success metrics.
• Create and maintain comprehensive documentation for customer success and support processes, ensuring clarity, consistency, and ease of access for team members.
• Develop, update, and enforce SOPs for various customer success and support activities (e.g., onboarding, escalation handling, ticket resolution).
• Manage a small team of operations coordinators or specialists, guiding their professional development and ensuring they meet operational goals.
• Work closely with cross-functional teams (Customer Success Managers, Support Representatives, Sales, Implementation, IT, and Product) to ensure smooth processes and seamless handoffs.
• Set clear performance goals for the operations team, monitor progress, and provide constructive feedback.
• Lead initiatives to streamline and improve customer success and support operations, utilizing feedback from customer-facing teams.
• Use data to identify inefficiencies, gaps, and opportunities for process optimization. Propose and implement solutions to improve performance and customer satisfaction.

Required Skills and Experience

• Bachelor's degree in business, Operations Management, Information Systems, or a related field.
• 5+ years of experience in operations, process management, or customer success.
• Proven experience with customer success and support systems.
• Strong experience in managing and configuring operational tools, customer-facing platforms, and internal systems.
• Deep understanding of process management and optimization, with the ability to translate complex workflows into clear, actionable steps.
• Proficient in configuring, managing, and troubleshooting customer success platforms and CRM systems. Comfortable using various software tools to analyze and manage data.
• Excellent written and verbal communication skills, with the ability to explain complex processes in a clear and concise manner.
• Strong analytical skills with the ability to identify issues, develop solutions, and implement process improvements.
• Exceptional attention to detail in managing systems, processes, and documentation to ensure accuracy and efficiency.
• Ability to collaborate with diverse teams (Sales, Product, IT, etc.) and drive alignment toward common goals.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Self-motivated, proactive, and comfortable working independently while also being a strong team player.
• Focused on delivering results, with a solutions-oriented mindset and a strong sense of accountability.

At Foundation we believe in and promote a work-life balance with a top-notch workout facility, fitness classes and free personal training; and for those competitive types, a game room complete with table tennis, foosball, and video game systems. Also, some comforts of home, there is a full kitchen, free coffee and specialty flavors, soft drinks, and snacks.

Other employee rewards include tickets to Cleveland sporting events, a variety of lunch and learns, and various employee-appreciation events throughout the year. Benefits include paid vacation, paid holidays, 401(k) with match, and tuition reimbursement, plus medical, eye and dental. Now offering discounts on pet, home, and auto insurance through Liberty Mutual!

Foundation is constantly recognized as one of Northeast Ohio's top workplaces. We are a 20-time winner of the NorthCoast 99 award, a multi-year winner of The Plain Dealer's Top Workplaces award, and have been recognized multiple years on the Inc. 5000 list of fastest-growing private companies in the U.S.

Let us start your future at Foundation!

Foundation Software is an Equal Opportunity Employer.