Operations Manager

Remote, USA

In this role, you’ll be focused on delivering and improving our customers’ interactions with Zeus’s products and services, including with our customs broker services and digital tools that provide supply chain visibility.

 

You will work with mid-sized importers to understand their challenges, and help resolve blockers to onboarding them to the Zeus product/service. You’ll be responsible for removing friction, and both designing and implementing processes to foster an enjoyable experience of our services. This may involve customer steps like choosing a selection of services and pricing, signing legal agreements, billing, due diligence checks, navigating our websites, as well as arming clients with reports and ensuring they receive clear and useful information when they are in production. You’ll also help roll out a new customer feedback system, evidencing how our customers are finding their experience.

 

Your responsibilities:

  • Lead on documenting the current processes, and help the team design and implement a future state for end-to-end onboarding, including across billing, legals, data gathering as well as technical onboarding onto Managed Services.

  • Ensure our team’s way of working is data-driven: for example, by creating ways for us to measure how long it takes customers to onboard and helping us drive this lower every month, as far as possible

  • Tracking key data for our team on metrics like feedback and customer usage and reporting to senior management

  • Work closely with the broker portal design team, across Product Manager and Engineering, defining our customer requirements 

  • Take responsibility for mapping out a collection of processes used to track, oversee and organise every customer interaction throughout their journey

  • Identify pain-points in the wider process, gathering data to back up. Understand and help predict blockers. Recommend necessary changes for how best to unblock, based on evidence and data

  • Take ownership for implementing a new process where we will be measuring customer satisfaction during and after onboarding, to ensure we improve 

  • Oversee the management and development of systems directly related to processing of Customs entries

  • Coordinate the activities of In-house customs brokers

Your requirements:

  • You have previous experience in a technical company in a customer-facing role, for example: Customer Success, Product or Professional Services

  • You thrive in understanding the customer’s position, can empathize with their needs and enjoy coming up with new solutions

  • You are detail oriented and enjoy planning, designing new processes and generally bringing more structure into an environment

  • You are humble and work well with a wide range of people

  • You have 4-6+ years’ work experience in a strategy consulting, finance, or high growth tech company

  • You can translate and communicate business requirements and service requirements / specifications to varying levels of audience

  • You thrive in a collaborative environment involving different stakeholders and experts, and can turn incomplete, conflicting, or ambiguous inputs into solid action plans

  • You could be as happy documenting technical requirements as developing long term customer relationships.

  • You are a strong communicator and build relationships quite easily. You’re able to explain complex issues in clear language with strong emphasis on maintaining collaborative and productive relationships

  • Licensed Customs Broker

Job Type: Full-time