Change Manager

Senior Manager, Customer Success Programs & Operations

Location: SYR or Remote northeast

Department: Customer Success, Financial Institutions

Reports To: Director, Customer Success

About the Role

We are seeking a Senior Manager, Customer Success Programs & Operations to help scale and

operationalize customer experience initiatives across the organization. This role serves as a strategic partner responsible for leading cross-functional programs, building alignment among stakeholders, establishing repeatable processes, and ensuring initiatives successfully move from concept to adoption. The ideal candidate is a systems-thinker and strong relationship builder who can navigate ambiguity, influence without authority, create organizational buy-in, and drive initiatives through execution and long-term sustainment.

Key Responsibilities

· Lead cross-functional programs from planning through implementation and adoption

· Build stakeholder alignment across departments and leadership levels

· Drive accountability, follow-up, and execution across multiple initiatives simultaneously

· Develop governance structures, workflows, SOPs, and operating procedures

· Create communication, training, and adoption plans for new initiatives

· Identify risks, dependencies, and implementation challenges before they impact progress

· Partner with business leaders to translate customer insights into operational improvements

· Support reporting, measurement, and continuous improvement efforts

· Recommend and implement process improvements that improve the customer experience

What Will Make Someone Successful

· Exceptional relationship-building and communication skills

· Ability to influence stakeholders without direct authority

· Strong business judgment and problem-solving skills

· Comfortable operating in a fast-paced, evolving environment

· Ability to anticipate needs, identify opportunities, and develop solutions independently

· Strong organizational and project management capabilities, systems-thinker

· Experience leading change and driving adoption of new processes or initiatives

· Ability to balance strategic thinking with hands-on execution

· Demonstrated interest in using emerging tech to solve business problems