Bi-lingual: Fluent in English and one additional language (Spanish, French, Hebrew, or Portuguese)
3+ years experience in enterprise customer representation
3+ years of project management experience
2+ years of management experience in controlled environments (e.g., EMT, military, police)
2+ years in client management/customer success
Experience managing high-availability operations with a focus on service quality
Proficient in Microsoft Office, G-Suite, iOS, and Android
Responsibilities
Lead and manage daily operations to meet organizational goals
Represent Bond to customers, partners, and external stakeholders
Establish and drive short- and long-term objectives and strategies
Develop and enhance operational processes
Identify training needs and create developmental programs
Evaluate situations and support team members in high-pressure environments
Analyze trends and produce strategic reports for Senior Leadership
Benefits
Health insurance premiums heavily subsidized for employees and dependents
Bonus potential for full-time team members
Stock option grants at a high-growth startup
Generous time off and sick leave
Opportunity to support impactful services for members
Merit-based rewards aligned with contributions and culture
Bond security services for employees and their loved ones
Growth and development opportunities for career advancement
Full Job Description
Bond is growing and seeking a dynamic Manager of Operations and Customer Success. This role is multifaceted, requiring an exceptionally organized, adaptable, energetic, collaborative, and self-starting team member that is also comfortable representing the company in customer-facing engagements.
What you'll do:
Lead and Manage operations, ensuring goals are met on a daily and hourly basis and being positioned to assist agents and clients alike should a concern arise.
Represent Bond to customers, partners, the public, government, and other external sources
Establish short-range and achieving long-range objectives and strategies and drive action to achieve them in a member and subscriber-based environment.
Develop and enhance processes to strengthen the Operations Framework
Identify the training needs of others, developing formal developmental, training/mentoring programs, and teaching or instructing others
Effectively evaluate situations, identify critical issues, and support team members in a high-intensity environment.
Establish or suggest improvements to applications, ideas, relationships, systems, or contributions.
Coordinate the creation of staffing solutions
Identify and analyze trends and patterns and produce strategic reports, dashboards, metrics and presentation to Senior Leadership
Coordinate the Work and Activities of Others to ensure results are Timely, Accurate, and Complete.
Scheduling events, programs, and activities, as well as the work of others
Employees will be exposed to sensitive data and must comply with all data privacy laws, regulations, standards and policy requirements.
All other duties as assigned.
Required Skills & Experience
Bi-lingual: Fluent in English and one of the following languages (Spanish, French, Hebrew or Portuguese)
3+ years experience representing an organization to large, enterprise customers, the public, government, and other external sources
3+ years of project management experience
2+ years of management experience in a restricted/controlled action environment (e.g., EMT, first responder, military, police, security)
2+ years of experience in client management / customer success
Experience owning complex, high-availability/24x7 operations where service quality, response times, escalation management, and quality control are critical
Demonstrated experience leading supervisors and larger, multi-layered teams
Demonstrated success influencing and leading cross-functional initiatives across Operations, Customer Success, Product, Technology, Sales, etc.
Experience developing KPIs, quality frameworks and management systems, and using data to drive organizational performance
Proficient computer skills, including Microsoft Office, G-Suite, iOS, and Android
Familiarity with principles and methods for curriculum, training, and associated measurements
Ability to successfully complete a thorough background and reference check; must comply with all data privacy laws, regulations, and policies given exposure to sensitive data
Personal Attributes
Strong critical thinking and judgment - proven ability to make high-impact decisions independently, with incomplete information and under time pressure
Strong presentation and communication skills, including the ability to mediate conflict and navigate disagreements with tact and diplomacy
Strong social perceptiveness and situational awareness
High energy, high attention to detail, process-oriented, and professional
Nice to have
Completion of a bachelor's degree
Military service (combat preferred)
Demand planning, forecasting & scheduling
Total Rewards
As a high-tech security start up, efficiency is vital to the work we perform daily. As a result, we've built a workplace culture that respects your time, allows you to take ownership of your projects and find opportunities to lead in your day-to-day experience.
We've been thoughtful in our approach to benefits, rewards, and perks that will impact our team members holistically as we continue to scale and grow.
Why you should join us:
Health insurance premiums for all full-time team members, heavily subsidized for you and your dependents.
Competitive starting Salary for Full-Time positions, commensurate with geographic location and skills/qualifications, plus benefits and bonus potential - see below).
Bonus for full-time team members.
Stock option grants at a high growth startup.
Generous time off and sick time benefits.
You'll have the opportunity to support our members as they use our impactful and critical service.
Complete meritocracy: we reward people based on their contribution to the mission and adherence to the Bond culture not on other factors.
Bond security services for you and your loved ones ($450 value per person)
Growth and development opportunities to advance your career - as we grow as a startup, we strive to promote from within.
