Customer Care Operations Manger, Nextdoor

• 5+ years of experience in a product specialist, product operations, or support operations role
• Demonstrated experience collaborating and influencing cross-functional partners with data to improve customer experience, and launch high quality products
• Demonstrated experience developing and troubleshooting technology products from an operational lens
• Solid project management skills
• Proficient in Google Sheets / Microsoft Excel
• Working knowledge of SQL, experience deriving meaning from data, and presenting data findings
• Excellent written and verbal communication skills, including the ability to work with technical and non-technical individuals and present at meetings or trainings
• Experience building processes from scratch & implementing them to solve business problems
• Self-starter and ability to move efforts forward with limited oversight
• Willingness to roll up your sleeves and fix problems in a hands-on manner

Desirable

• The Neighborhood Operations (NOPS) team is a collaborative global team obsessed with operational excellence and bringing the Voice of the Customer to improve our products
• Our mission is to eliminate the reason for customers to contact us and if they do, rapidly and efficiently resolve issues to deliver delight and earn trust
• Our work extends beyond traditional “support,” encompassing bringing products to life, customer education, advocacy, and community moderation
• The Customer Care Operations team at Nextdoor is seeking a Product Operations Manager that can effectively partner with cross-functional teams and advocate for our customers
• In this role, you will own customer care go-to-market, voice of the customer processes and the cross-functional relationships that ensure we are continuously delivering experiences that enable our customers to get the most out of Nextdoor
• Lead customer care Go-to-Market processes and be responsible for operational readiness for new product, feature and market launches
• Analyze / query / develop customer insights to share with cross-functional team members as evidence in support of what is and is not working for customers
• Own relationships with Product, Engineering and Marketing teams and represent the voice of the customer in user experience decisions
• Collaborate with Quality Assurance, Training and Knowledge Base teams to ensure ongoing agent education and support excellence
• Provide guidance and support to customer support teams in handling complex inquiries, ensuring effective and efficient resolution
• Oversee bug management processes, including escalation, triaging and resolution of bugs identified through customer support
• Identify and drive initiatives to enhance the in-product support experience for customers
• Drive projects that empower customers to self-resolve issues through the use of help content (nextdoor.com/support) and tooling solutions