Senior Manager of Strategy and Operations, Traba

• Experience: 8+ years in operations, strategy, account management, or customer success, with at least 4 years in a leadership role. Previous experience in tech, marketplace, or startup environments is a plus
• Proven Leadership: Demonstrated ability to build and lead high-performing teams, coach team members, and manage cross-functional initiatives
• Customer Success Expertise: Strong understanding of customer success methodologies, including onboarding, retention strategies, and building long-term customer relationships
• Analytical & Strategic Mindset: Ability to develop data-driven strategies and measure success against KPIs. Proficiency in tools like Excel and SQL is a plus
• Communication Skills: Excellent communication skills, with the ability to influence stakeholders at all levels and clearly convey complex ideas
• Growth-Oriented: A passion for scaling businesses, building teams, and improving operational processes

Desirable

• We are seeking a strategic and results-oriented Senior Manager to lead our Strategy & Operations team focused on our Customer audience, Light Industrial businesses
• You will be at the forefront of growing revenue for the company and spearhead the development and execution of operational strategies aimed at optimizing customer satisfaction, retention, and growth
• You will work collaboratively with cross-functional teams, including Product, Engineering, Marketing, Growth, and Operations, to design and implement scalable processes and playbooks that drive customer growth & success
• Strategic Planning & Execution: Define and implement the strategy for Customer Strategy & Operations teams. Collaborate with key stakeholders to align the team’s objectives with Traba’s overall business goals
• Operational Excellence: Own the optimization of customer related processes to ensure high levels of client satisfaction, retention, and upsell opportunities
• Cross-functional Collaboration: Work closely with Product, Growth, Engineering, and Operations teams to identify customer pain points and deliver solutions that enhance the customer experience
• Team Leadership & Development: Lead and mentor a growing team of individual contributors and people managers within the Strategy & Operations Associates. Provide ongoing guidance, foster a culture of continuous improvement, and promote professional growth at all levels
• Data-Driven Decisions: Leverage analytics to measure customer success KPIs, identify trends, and guide the team toward achieving operational targets
• Customer-Centric Strategy: Ensure that customer feedback is captured and acted upon, leading efforts to improve the overall customer journey and reduce churn
• Project Management: Lead high-impact projects aimed at improving team efficiency, customer experience, and retention. This may include product launches, process improvements, and systems integrations
• Onboarding & Growth: Oversee the seamless onboarding process for new clients, ensuring they experience immediate value from Traba’s services. Ensure the continued growth of existing accounts through a proactive approach to relationship management