Customer Operations Manager, Later
$80-105k
OTE
Social media marketing scheduling platform
Be an early applicant
Social media marketing scheduling platform
1001+ employees
Be an early applicant
$80-105k
OTE
1001+ employees
Company mission
To build the world’s first Social Revenue Platform.
Role
Who you are
- This is a high-impact, analytical role ideal for someone who thrives on turning data into action, understands service-based delivery models, and is energized by improving both team efficiency and customer outcomes
- 3–5 years of experience in customer operations, marketing operations, or business analytics
- Proven background in agency or performance marketing campaign operations, including workflow optimization, resource planning, and capacity management
- Strong data analysis skills with experience using analytics tools, BI dashboards, CRM/campaign management platforms, and proficiency in Excel/Google Sheets
- Demonstrated ability to translate customer and campaign data into actionable insights that drive measurable improvements
- Experience collaborating cross-functionally with senior stakeholders in a fast-paced, high-growth environment
- Familiarity with AI tools and automation platforms to improve operational efficiency
- Excellent written and verbal communication skills, with the ability to influence through data and storytelling
- A customer-first, data-driven mindset paired with resilience, ownership, and a bias for action
- Driven by Impact: You deliver results that matter—prioritizing high-value work, meeting deadlines, and adapting quickly while keeping outcomes clear
- Strategic & Customer-Centric: You anticipate risks and opportunities, connect decisions to long-term growth, and build trust through proactive insights
- Curious & Growth-Oriented: You seek knowledge, ask sharp questions, and apply learnings fast—challenging the status quo with a mindset of improvement
- Collaborative & Resilient: You thrive in change by staying resourceful, solution-focused, and positive—removing roadblocks, sharing insights, and keeping morale high
- Accountable & Honest: You own your work, hold yourself and others to a high bar, and use transparent feedback to drive growth
- Emotionally Intelligent: You build trust through empathy and collaboration, foster inclusion, and inspire others with grit, optimism, and integrity
What the job involves
- We’re hiring a Customer Operations Manager to partner directly with the VP of Customer Operations & Experience
- This role is pivotal in driving customer-focused decisions by surfacing insights, identifying performance trends, and enabling operational excellence across the customer journey
- You’ll collaborate across customer-facing teams—service delivery, support, onboarding, and account management—while working cross-functionally with Product, Sales, Marketing, Strategy, and RevOps
- Support operational initiatives that improve scalability, profitability, and customer experience across Later’s service delivery functions
- Partner with leadership to anticipate operational bottlenecks and proactively design solutions that strengthen delivery and retention
- Build and refine the sales-to-delivery handoff process to ensure seamless campaign execution, on-time delivery, and quality outcomes
- Design and optimize workflows that increase campaign delivery speed, consistency, and ROI
- Develop and maintain dashboards, KPIs, and reporting frameworks to measure efficiency, campaign health, and customer value delivery
- Identify and integrate opportunities to leverage AI tools for automation, content generation, risk detection, and performance analysis
- Partner cross-functionally with Data Analytics, RevOps, and Product teams to ensure alignment and accuracy across business systems
- Share insights and best practices with Customer Success, Delivery, and Support teams to elevate collective performance
- Operate as a trusted partner to senior stakeholders, presenting insights that influence decision-making
- Monitor operational and customer experience benchmarks to identify new tools, processes, or technologies that improve outcomes
- Document and scale best practices that enhance delivery efficiency and knowledge retention across teams
- What success looks like:
- Seamless sales-to-delivery handoffs resulting in improved campaign quality and reduced ramp-up time
- Measurable improvements in operational efficiency and customer value delivery (time to launch, campaign ROI, retention rates)
- Consistent, data-driven reporting that informs leadership decisions and drives accountability across delivery functions
- Adoption of AI and automation tools that materially reduce manual effort and increase campaign scalability
- Customer Operations recognized internally as a trusted strategic partner to Sales, Product, and Marketing
Our take
Platforms like Instagram, Pinterest, and TikTok have become indispensable for businesses of all sizes, shaping their marketing strategies and driving success. Later specializes in assisting customers in navigating these channels. Offering a visually oriented suite of tools, the marketing platform enables marketing managers to schedule, analyze, and track sales from their content effectively.
Focusing on small businesses, Later is doubling down on its strategy, aiming to provide additional products tailored for marketers at these enterprises while expanding its geographic reach. This expansion of product capabilities not only caters to the evolving needs of small businesses but also helps Later mitigate platform risk from social media companies mimicking its services. Partnerships with platforms like TikTok and Instagram, featuring post scheduling, analytics, and conversation tools, showcase Later's commitment to innovation and staying ahead in the competitive landscape.
In a significant development, Later recently merged with Mavrck to become one single brand under the name Later. The unified entity brings together its flagship products to drive traffic and revenue from platforms like Instagram and TikTok. This move aims to enhance user experience, drive engagement, and allow brands and creatives to achieve their social marketing and revenue goals effectively.
Steph
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jan 2015
$1.2m
SEED
Dec 2014
$1.3m
SEED
Total funding: $3.8m
Company benefits
- Flexible Paid Time Off
- Hybrid Work Environment
- Competitive Healthcare Benefits
- Stock Options
- Learning & Development Opportunities
Company HQ
Chinatown, Vancouver, BC
Leadership
Roger Patterson
(Co-Founder)Serial entrepreneur and Software Engineer, Roger has also co-founded Launch Academy, a non-profit grass-roots startup incubator, gaming company, Flock & Swarm Mobility and automated business intelligence company, Datacomb Data Services.
Ian Mackinn
(Co-Founder & CTO)Ian has had a hand in building enterprise-scale software products over a successful career at Google, SAP and Pulse Energy. Ian co-founded Placeling and was the Technical Lead at the mapping startup, Mapdash.
Cindy Chen
(Co-Founder)A design expert, Cindy has worked as Product Designer at Thinkific and as a Design Lead at Momentus Software.
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