Customer Success Operations Lead
Leads optimization of operational systems for Customer Success, including field service portals, training programs, planning, workforce enablement, performance metrics, and data analytics. Requires 4-6+ years in field service or customer success operations, scaling services in hardware/software environments.
Responsibilities
Field Service Systems & Portal Ownership
- Lead implementation, integration, and continuous improvement of the Field Service Manager Portal / Customer Portal
- Define workflows for: Ticketing and support intake, Asset visibility and configuration tracking, Field service reporting and updates
- Drive adoption across internal teams and customers
- Own training, documentation, and feedback loops for the platform
Training Program Transformation
- Redesign and operationalize the end-to-end training lifecycle: Curriculum structure (Operator, Maintainer, Train-the-Trainer), Scheduling, tracking, and certification, Content standardization and version control
- Partner with Technical Writing and SMEs to ensure scalable, high-quality materials
- Introduce systems/tools to track training completion, effectiveness, and refresh cycles
Field Service Planning & Scheduling
- Help manage Field Service deployment planning and scheduling model, including: Capacity planning, Forecasting support needs across programs, Standardizing intake requirements
- Manage incoming requests, improve predictability and reduce last-minute firefighting
Field Service Workforce Enablement (Training, Tools, AI)
- Assist with developing and maintaining: FSR onboarding and continuous training programs, Playbooks, troubleshooting guides, and knowledge base
- Evaluate and deploy tools (including AI) to: Assist troubleshooting, Improve documentation access, Capture tribal knowledge from experienced FSRs
- Ensure consistency in field execution across sites and programs
Resource Utilization & Performance Management
- Track key metrics and define new potential metrics: FSR utilization, Time on site vs. travel vs. idle, Support response and resolution timelines
- Build dashboards to monitor team performance and identify inefficiencies
- Partner with leadership on staffing models and hiring plans
- Assist with KPI refinement based on data
Data, Analytics & Continuous Improvement
- Establish data capture standards across: Field service activities, Training outcomes, Support interactions
- Build and maintain dashboards that provide: Operational visibility, Customer health signals, Efficiency insights
- Translate data into actionable improvements in process, staffing, and tooling
Minimum Qualifications
- 4-6+ years in: Field service operations, customer success operations, or technical program management
- Experience scaling service organizations in hardware + software environments (ideally robotics, autonomy, defense, or similar)
- Background experience in systems implementation (CRM, FSM tools, portals, etc.)
- Operational design and process building
- Data analytics and dashboarding (e.g., SQL, BI tools, etc.)
- Strong project/program management
- Ability to translate ambiguous problems into structured systems
- Comfort working cross-functionally in fast-moving environments
Preferred Qualifications
- Experience with: Field service organizations, Training program development, AI/knowledge management tools, Autonomous systems or complex hardware deployments
Senior Associate, Workforce Management
Develop forecasts, maintain coverage models, and build scalable reporting tools to ensure care teams meet demand and service levels. Partner with leaders to translate data into workforce plans and support scenario planning for growth.
Business Operations Specialist
Business Operations Specialist supporting cross-functional projects, process analysis, KPI monitoring, and operational reporting for the DIG team. Requires 1-3 years experience and a bachelor's degree.
Senior Business Operations Manager
Embedded executive support role for the product leadership team at ZoomInfo. Manages leadership meetings, cross-team coordination, action tracking, culture initiatives, and complex calendars for multiple senior leaders.
Business Operations Associate
Supports finance, legal, compliance, and operational processes including AP, monthly close, cap table, procurement, ISO 27001, and KPI dashboards. Requires 4+ years in finance or business ops, SQL, and AI workflow experience.