Customer Operations Teamlead

Help us grow Teamwork

Department: Customer Engagement Group | Cork, Ireland

About Us

At Teamwork, we pride ourselves on creating the best software, working with outstanding people, and going above and beyond for our customers. That excellence has been rewarded with hundreds of thousands of amazing customers all across the globe and millions of users who sign in every day to trust us with getting their businesses organized and running productively. We’re a profitable, entirely self-funded business with no investors or outside influences beyond one: our customers and what's best for them. It’s a responsibility that we take very seriously. We’re a company of action, full of triers and doers: we try things, we make mistakes, and we learn from them.

Growing this company from Cork with an extremely talented team of people is an amazing journey to be a part of. We’re a place to work unlike any other, and our incredible campus is a testament to our unique, creative way of doing things.

As Customer Operations  Manager, you will lead  a multi-functional team of analyst, and program managers  who support the innovation, scale and enablement of our Customer Engagement function with data and analytics

We’ll rely on your judgment, and knowledge of the business and data to identify process improvement and lead rigorous execution across the CEG function. You’ll be adept at asking the right questions at the right time; you’ll lead with data, influence through relationships then produce results quickly. You’ll establish and enhance a culture of continuous improvements wherever you go and with whomever, you meet.

About The Job

You will grow and manage a team of 6-8 analysts, specialists and program managers

Provide the team with thought leadership and coaching, conducting one and ones, shadowing sessions and performance appraisals. 

Build a strong team through both external hiring and internal talent/skill development

Execute on department-level goals, including weekly management of CEG scorecard, low touch customer journey management, weekly forecasting process for renewals - at risk accounts and expansion leads,  process improvement and productivity, enablement and overall CEG readiness

Drive operational excellence through identification and execution of opportunities that create efficiency, revenue and increase customer lifetime value and satisfaction.

Lead sophisticated research and analysis (e.g. revenue, tenureship, customer, market and competitive trends and insights) to support decision-making

Collaborate cross-functionally (with Finance, Product, Sales) to refine recommendations and develop joint action plans.

Maintain and develop a deep understanding of our products and industry knowledge to be able to identify the best CEG tools and resources that can increase the overall team productivity and effectiveness

Map and maintain a repository of CEG process, data governance and escalation path

About You

8+ years Previous work experience with 3+ years SaaS  experience in Sales Operations, Business Operations, Customer Operations

3+ years of people management experience, leading Business Ops, Customer insights or strategy teams

Excellent ability to mentor, coach, and effectively support remote  team members and inspire great team and individual performance

Strong analytical problem-solving skills, attention to detail and project management skills

Experience analyzing large data sets with spreadsheet software and data visualization software (e.g.  GDS, Tableau, Qlik or similar) database query experience (e.g. SQL), with quantitative modeling experience

Familiarity and previous experience leading and managing data management, data enrichment, data cleansing operations

Strong leadership and influencing skills

Self Motivated, Driven, Consultative, curious,solution oriented you are able to effectively identify and balance competing priorities and make decisions that best support Teamwork

Excellent communication, organizational,interpersonal and time management skills

Ability to work and lead  in a fast-paced, growing environment and  lead multiple competing priorities and work within deadline with little supervision

Flexible and able to learn and adapt quickly in a high-growth, dynamic environment

People-centric and relationship-oriented at your core. You’re devoted to ensuring your team success and ongoing development

Ability to travel up to 15%

Previous experience in managing global teams across multiple geographies and time zones

Fluency in English + additional European language preferred

What You Can Expect

Working at Teamwork isn't like a normal job. We believe in hiring only the best and then looking after them like they deserve. On top of a great financial package, we do everything possible to make Teamwork a great place to work.

We believe in paying a competitive salary: earn what you're worth, with regular reviews. We’re committed to your long-term future at the company, and we’re passionate about helping you to improve and enhance your skills.You have unparalleled freedom in how you do your job. Spot something that needs improving? Off you go, make it happen.

You’ll be given only the very best equipment so that, whatever your role, you'll have the very best kit to help you do your best work.We're invested in your health and happiness. We offer full health insurance and income protection to all our employees, so you can rest assured that you and your loved ones will be taken care of, no matter what happens.

We take work-life balance very seriously: we’ll set you up with a subsidized gym membership at the gym of your choice.

Join the journey at Teamwork.

 Teamwork is an equal opportunities employer.

Submit your application

We would be delighted to hear from you!