Customer Success Operations Manager - AI Platforms & Services

Description

About Us

HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we’ve achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3000 midsize and multinational companies.

Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Monzo, Happy Socks, Gong, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.

Come and be you with us

Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that’s bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us.

About The Role

We are seeking a highly motivated and innovative CS Ops Manager with a deep understanding of AI platforms and services for customer-facing teams. You will play a pivotal role in collaborating with Customer Success teams to identify key challenges and growth opportunities, assess whether AI platforms can mitigate these gaps, and help the teams grow and meet their KPIs. You will be responsible for evaluating external AI solutions and collaborating with internal dev teams to develop custom AI solutions tailored to our needs.

About You

We are looking for an energetic and knowledgeable operations professional with vast experience and understanding of AI platforms and capabilities in the market today, and a strong background in working with customer-facing teams. You should be capable of bridging the gap between business teams and technical teams. This role requires someone who can seamlessly integrate and optimize AI solutions to enhance and facilitate the day-to-day operations of our customer success department.

What will you do?

• Work closely with customer success team leads to identify and analyze main pain points, challenges, and areas for improvement.
• Conduct thorough assessments to understand team requirements and workflows.
• Develop and implement AI strategies to address identified pain points and add new capabilities and insights.
• Evaluate and recommend external AI vendors to meet specific needs.
• Collaborate with internal dev teams to develop and integrate custom AI solutions.
• Stay up-to-date with industry trends and advancements in AI technologies.
• Plan, design, and manage cross-functional projects E2E, ensuring successful delivery.
• Oversee the implementation of AI projects, ensuring timely delivery and alignment with business goals.
• Monitor project progress, address issues, and provide regular updates to stakeholders.
• Own CS business processes: drive process optimization, automation, and continuous improvement initiatives.
• Translate business requirements into detailed design documents: user stories, solution specs, process diagrams, KPIs measurement & tracking, and reporting.
• Build dashboards/reports to track key metrics and manage software that facilitates CS activities.
  
  

Requirements

Join Us:

At HiBob, we value diversity and are committed to creating an inclusive environment for all employees. We welcome applications from all qualified individuals. If you are passionate about AI and customer success, and ready to make an impact, we want to hear from you.

• Proven experience in a similar role within Customer Success Operations and AI Platforms.
• Strong understanding of AI technologies and their applications in customer success.
• Excellent project management and organizational skills.
• Ability to collaborate effectively with cross-functional teams.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Technical background and experience implementing AI tools and scaling a CS organization is a big advantage.
  
  

Join our Village

Benefits

HiBob is a village filled with amazing people and we’re especially proud of that. It’s a place where bobbers can be themselves. We’re about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you’ll receive competitive compensation, benefits, and pre-IPO equity alongside all of this:

• Company share options plan
• We have a flexible hybrid working model
• Work from home allowance- to get your home office set up!
• Payment for sick leave from the first day
• 2 Social Impact days per year for volunteering
• Annual Headspace subscription and wellness benefits
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
• 10 bis or cibus/wolt- you get to pick!
• Transportation allowance
• Dog-friendly
• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
• Fun company and team social events (locally and virtually with our global teams)
• Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
  
  

If this sounds like something you’ve been looking for, we’d love to have you. Come on, join our village!