Customer Excellence Manager

Role Overview

The Customer Excellence Manager is the engine of the customer organization at Buildots. This is a unique ‘thinker-doer’ role that connects high-level strategy to the data-driven realities of our daily operations.

We are looking for a hybrid, process-oriented professional - part Strategic PMO and part Business Operations strategist - who thrives on turning complex challenges into streamlined, repeatable, and scalable workflows. You are someone who possesses the situational awareness to anticipate operational gaps and the "Can-Do" approach to close them.

Your mission is to improve how we deliver, support, and scale world-class customer experiences, ensuring we consistently meet and exceed our service standards as we grow.

Key Responsibilities

• Strategic Initiative Execution: Take full ownership of the end-to-end delivery of key initiatives within the Customer Office. You will drive complex and diverse projects - such as new service delivery models or cross-departmental technical integrations - with precision and speed.
• Internal Consulting & Discovery: Act as an internal consultant by independently conducting research on new concepts and technical subject matter. You will perform root-cause analysis on operational friction points to propose "best-in-class" solutions.
• Business Impact Tracking: Define and track success metrics for specific initiatives, correlating internal process improvements to external customer outcomes (e.g., reduction in churn or increased speed-to-value).
• Change Execution: Lead the "internal launch" of new processes or tools, ensuring clear communication, documentation, and high adoption rates across all affected teams.
• Risk & Dependency Management: Proactively identify "blind spots" between departments, managing dependencies to ensure that internal technical shifts don't disrupt the customer experience.
• Operational Visibility: Define and monitor KPIs. You will build and maintain the dashboards that provide the visibility and accountability necessary for data-driven decision-making.

Requirements

• Strategic PMO Experience: 5+ years in Strategic Project Management, PMO, Business Operations or Strategy & Operations, ideally in dynamic, fast-paced, global environments (B2B SaaS preferred).
• GTM Operational Background: Proven experience working directly with Go-To-Market teams (Sales/CS) and Operational functions. You understand the mechanics of the customer lifecycle.
• Execution Excellence: A "builder" mindset with a record of taking messy, high-level strategic goals and turning them into structured, executable programs.
• Independent Researcher: A self-starter who can master new subject matter, technical concepts, or industry standards required to move a project forward.
• Performance Metrics: Hands-on experience with defining, tracking, and reporting on KPIs and company-wide initiatives.
• Influence & Communication: Exceptional skills in aligning stakeholders. You are a natural collaborator who leads through influence, explaining complex changes in a way that gets people on board.
• Situational Awareness: An intuitive ability to spot dependencies and potential risks across a complex organization before they become roadblocks.
• Data-Driven Mindset: Proficiency in using data to track project success and identify where operational gaps impact the customer experience.
• Proficient in tools like Excel, Google Sheets, Salesforce, project management software (e.g., Asana, Jira), and BI tools (e.g., Tableau, Power BI).
• Languages: Excellent verbal and written communication skills in both English and Hebrew.

It’s also a Plus If You

• Have experience in the Construction Tech industry.

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