Title: Sr Business Operations Manager
Location: San Diego, CA 92121(Remote) with Travel 3 to 4 times a month.
Job type: 9+ Month Contract
Job Description:
What you get to do in this role:
Adoption Strategy & Execution
- Partner with Major Area Leaders to develop, manage, and track customer adoption plans across their portfolios
- Leverage Al-powered analytics and predictive modeling to identify at-risk customers and proactively drive intervention strategies to improve health scores
- Ensure we have all necessary adoption information via our scorecards and dashboards that provide real-time visibility into customer engagement, product usage, and value realization
- Drive cross-functional collaboration with Customer Success, Sales, and Product teams to ensure adoption initiatives are supported and executed
- Build strategies to drive a sales motion to ensure customers have the right level of Customer Success for post sales coverage
- Support headcount management and capacity planning, including ratio analysis, coverage modeling, and resource allocation to ensure optimal customer support Performance Monitoring & Risk Mitigation
Performance Monitoring & Risk Mitigation:
- Monitor GRR trends, product adoption metrics, and customer health indicators using Al-driven insights to identify downsell risks and expansion opportunities.
- Monitor progress of "get-well" plans for customers with Adoption challenges in partnership with CSMs and Account Executives.
- Track and report on NPS trends, using Al tools to identify root causes of detractor feedback and partnering with teams to drive year-over-year improvements.
- Create regular performance insights and recommendations for Major Area Leaders to inform strategic decisions. automating reporting where possible.
Operational Excellence & Governance:
- Establish consistent cadences for adoption reviews, customer health check-ins, and performance tracking across Major Areas
- Develop standardized templates, playbooks, and Al-powered workflows to scale adoption efforts across the Major Area
- Organize and facilitate planning sessions to align teams on adoption priorities, goals, and execution plans
- Ensure accountability and follow-through on adoption initiatives through structured tracking and regular progress reviews, leveraging automation to reduce manual effort
Communications & Stakeholder Enablement:
- Prepare executive-ready materials for QBRs, business reviews, and strategic planning sessions, using Al tools to enhance data visualization and storytelling
- Translate complex data into clear, actionable insights that drive stakeholder alignment
- Support internal communications to reinforce adoption priorities and celebrate customer success wins
- Foster a culture of customer-centricity, continuous improvement, and Al-enabled innovation across the teams you support
Qualifications:
To be successful in this role you have:
- Strong AI aptitude: Demonstrated experience leveraging AI-powered tools for analytics, workflow automation, predictive modeling, or decision support. Comfortable exploring new AI capabilities and integrating them into operational processes.
- 10 years of experience in business operations, customer success operations, or program management—ideally in a SaaS or subscription-based business environment.
- Demonstrated ability to build relationships and collaborate effectively with cross-functional teams and stakeholders at various levels.
- Strong analytical skills with the ability to work with data, identify trends, and create actionable insights using modern analytics and AI tools.
- Experience building dashboards, scorecards, and tracking mechanisms to monitor performance (familiarity with AI-enhanced analytics platforms a plus).
- Experience with headcount planning, capacity modeling, and resource allocation in customer-facing organizations.
- Proven track record managing multiple initiatives simultaneously with strong organizational and project management skills.
- Excellent communication skills with the ability to synthesize complexity and present clear recommendations.
- Familiarity with customer success metrics (GRR, NPS, health scores, adoption metrics) and how they drive business outcomes.
- A proactive, solutions-oriented mindset with enthusiasm for leveraging AI and automation to scale operations.
