What are the responsibilities and job description for the Director of Customer Value Operations position at Phenom?
Job Requirements
Our purpose is to help a billion people find the right work! Phenom is an AI-Powered talent experience platform that is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,500 employees. As an HR tech unicorn organization, innovation and creativity is within our DNA. Come help us make every talent moment Phenomenal!
The Director of Customer Value Operations will be responsible for designing, architecting, and optimizing operational strategies that drive efficiency, scalability, and a seamless experience for our clients. This leader will own process creation, data reporting standards, and documentation to ensure the Customer Value team operates in a streamlined and effective manner.
Success in this role requires a strategic and analytical thinker with a strong ability to influence without direct authority and work cross-functionally across the broader Phenom Team. You will drive operational alignment, enhance customer interactions, and ensure business objectives are met.
What You’ll Do
Benefits
Our purpose is to help a billion people find the right work! Phenom is an AI-Powered talent experience platform that is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,500 employees. As an HR tech unicorn organization, innovation and creativity is within our DNA. Come help us make every talent moment Phenomenal!
The Director of Customer Value Operations will be responsible for designing, architecting, and optimizing operational strategies that drive efficiency, scalability, and a seamless experience for our clients. This leader will own process creation, data reporting standards, and documentation to ensure the Customer Value team operates in a streamlined and effective manner.
Success in this role requires a strategic and analytical thinker with a strong ability to influence without direct authority and work cross-functionally across the broader Phenom Team. You will drive operational alignment, enhance customer interactions, and ensure business objectives are met.
What You’ll Do
- Identify, design, and execute streamlined workflows to improve internal processes and customer experiences.
- Leverage internal and external insights to develop future-ready operational strategies.
- Deliver actionable insights on customer interactions to optimize resources and drive business impact.
- Produce weekly, monthly, and quarterly reports to measure customer impact and operational efficiency.
- Work cross-functionally to document and standardize business processes, ensuring they scale with Phenom’s rapid growth.
- Develop and maintain comprehensive documentation and playbooks to ensure team consistency and knowledge sharing.
- Oversee the selection, implementation, and optimization of customer success technologies, including CRM and analytics tools.
- Continuously analyze business needs, gather stakeholder feedback, and iterate on processes to drive operational excellence.
- 3 years in customer operations, business operations, or a related role within a SaaS or technology company, focused on designing and executing strategies that drive efficiency and business impact.
- Strong ability to influence without direct authority and drive cross-functional collaboration.
- Experience with data-driven decision-making, reporting, and analytics to track team performance.
- Proven ability to prioritize and manage multiple projects with varying scope and complexity.
- Expertise in documenting business processes with an internal customer mindset.
- Experience with Salesforce, Tableau, or other Business Intelligence tools.
- Expected salary range $130,000 - $150,000
Benefits
- We want you to be your best self and to pursue your passions!
- Health and wellness benefits/programs to support holistic employee health
- Flexible hours and working schedules, as well as parental leave for new parents
- Growing organization with career pathing and development opportunities
- Tons of perks and extras in every location for all Phenoms!
Salary : $130,000 - $150,000
