Eightfold was founded with a vision to solve for employment in our society. For decades, the connection between individuals and opportunities has been based on who they are and their network's strength vs. their potential. Eightfold leverages artificial intelligence to transform how to think about skills and capabilities for individuals and how jobs and career decisions are made. Eightfold offers the industrys first AI-powered Talent Intelligence Platform to transform how organizations plan, hire, develop and retain a diverse workforce, enabling individuals to transform their careers.
To date, Eightfold AI has received more than $410 million in funding and a valuation of over $2B from leading investors to further our mission of finding the right career for everyone in the world. If you are passionate about solving one of the most fundamental challenges of our society - employment, working on hard business problems, and being part of an amazing growth story - Eightfold is the place to be!
About the TeamJoin a high-caliber team of professionals that are dedicated to transforming how the world understands and leverages talent. Our Field Operations team believes that operational rigor is the foundation for driving performance, efficiency, and growth across Eightfolds Sales, Customer Success, and Professional Services teams. We empower our colleagues to reach their full potential by providing tailored strategies, tools, operational insights, and fostering a culture of continuous improvement. We are a diverse, collaborative global team that focuses on making a real impact we use data-driven approaches to improve our understanding of the business and make operations more efficient and effective
About the RoleWe are seeking a highly skilled and experienced Customer Strategy & Operations Manager to join our Customer Strategy and Operations team. The ideal candidate will have a proven track record in scaling customer-facing operations within a fast-paced tech environment. This role requires a strategic thinker who can optimize processes and systems to enhance customer satisfaction and operational efficiency.
Responsibilities
Strategy Development: Partner with Eightfolds Customer Success leadership to develop and implement strategies to scale customer operations, focusing on process optimization and system enhancements.
Process Design and Optimization: Analyze existing customer operations processes and identify efficiency gaps, bottlenecks, and automation opportunities. Design new workflows and optimize existing ones for scalability and customer satisfaction.
Operational Systems and Tools: Lead the evaluation, selection, and implementation of customer operations technologies (e.g., CRM enhancements, customer service platforms, knowledge bases, analytics tools). Manage successful rollouts and drive high user adoption.
Cross-functional Collaboration: Forge strong partnerships with Customer Success, Support, Sales, Professional Services, Product, Engineering and other key stakeholders to align customer operations with broader company goals and drive data-informed decisions.
Metrics and Reporting: Define clear KPIs for customer operations success. Develop dashboards and reporting structures to monitor performance, track trends, and share insights that enhance decision-making.
Qualifications
Experience: 8-10 years of experience in customer operations, process improvement, and project management, preferably within a SaaS environment.
Process Mindset: You're a natural problem solver with a passion for streamlining complex processes, establishing structure, and a keen eye for identifying opportunities for improvement.
Data-Driven: You thrive on using metrics to measure success, identify trends, and inform actionable insights to drive continuous optimization.
Technologically Savvy: You have a proven track record of working with and implementing customer operations tools (e.g., Gainsight, Totango, Salesforce) and a strong aptitude for learning new technologies.
Collaborative Leader: You have outstanding communication skills and excel at fostering strong cross-functional relationships to achieve shared goals.
We are a team of self-starters who excel in their fields. We believe in giving you responsibility, not a task. We want you to have ownership and pride in your work and see your work's positive impact on your colleagues, our customers, and the world. We believe in providing transparency and support so you can do the best work of your career.
Hybrid Work @ Eightfold: We embrace a hybrid work model that aims to boost collaboration, enhance our culture, and drive innovation through a blend of remote and in-person work. We are committed to creating a dynamic and flexible work environment that nurtures the collaborative spirit of our team. Starting February 1, 2024, employees residing near Santa Clara, California, or our Bangalore and Noida offices in India will return to the office twice a week.Eightfold.ai provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability.
Experience our comprehensive benefits with family medical, vision and dental coverage, a competitive base salary, and eligibility for equity awards and discretionary bonuses or commissions.
Please note this role is open to most US locations and categorized as remote in Zone B. The base salary ranges below are provided for pay transparency. Base pay is only one piece of our total compensation package as this role may be eligible for bonuses and equity awards. Compensation varies depending on a number of factors including qualifications, skills, competencies, and experience. Zones are determined by location.
Zone A: Annual Base Salary Range: $139,000 to $188,000Zone B: Annual Base Salary Range: $119,000 to $161,000
Our customer stories- (link removed) https://eightfold.ai/about/press