Operations Manager assisting Microbac leadership in improving lab efficiencies. Overseeing department leads and ensuring compliance with analytical testing requirements.
About the role
- Lead Customer Operations for a rapidly growing B2B SaaS company aiming to enhance customer experience through AI-based solutions. Ensure strategic alignment and operational excellence while building a high-performing team in a hybrid setting.
Responsibilities
- Lead, mentor, and grow the Customer Operations team
- Build a high-performance culture focused on ownership, accountability, and continuous improvement
- Define hiring plans, team structure, and career development paths
- Set the long-term vision and strategy for Customer Operations
- Identify gaps in the current customer experience and build solutions to address them
- Align operations with company growth and product priorities
- Design and implement scalable support workflows across all channels
- Track and improve key support metrics such as response time, resolution time, and CSAT
- Drive initiatives that reduce support volume through proactive and smarter support
- Introduce AI and automation into the support workflow to improve efficiency and response quality
- Identify opportunities to reduce manual work and surface issues earlier
- Stay up-to-date on emerging support tooling and AI trends
- Partner closely with Product, Sales, and Onboarding teams
- Turn customer feedback into actionable insights for product and business improvements
- Ensure strong cross-functional alignment around customer experience priorities
Requirements
- 6–8 years of experience in Customer Operations, Customer Success, or Support
- 2–3+ years leading and scaling teams
- Experience building or scaling support functions in high-growth environments
- Strong mix of strategic thinking and hands-on execution
- Data-driven mindset and comfort managing KPIs and operational metrics
- Experience with support tools such as Zendesk, Intercom, Gainsight, or similar
- Familiarity with AI or automation in support workflows
- Excellent stakeholder management and cross-functional communication
- Experience working with remote or distributed teams
- **Nice to Have**
- SaaS or technology company background
- Experience in F&B, restaurant tech, or multi-location business platforms
Benefits
- Competitive salary and bonus scheme
- Nightshift allowance
- Private medical insurance
- Paid time off and flexible working culture
- Opportunities for rapid career advancement
- A dynamic and inclusive company culture
- Access to the latest technology and tools for personal development
- Comprehensive onboarding program for new employees
- Employee recognition programs for outstanding performance
- Participation in industry conferences and events
- A supportive environment that encourages innovation and creativity
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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