Customer Operations Manager
hace 4 días
Customer Operations Manager
Make buildings smarter. Make services seamless.
Smart Point is a fast-growing prop-tech company redefining how people interact with buildings. Our Smart Locker ecosystem and digital platforms bring together last-mile logistics, everyday services, and amenities — creating seamless, building-centric experiences across residential, office, and hospitality spaces.
About the Role
We’re looking for a proactive, highly organised Customer Operations Manager to lead and evolve our post-sales experience. You’ll own the client journey from contract signature to daily service — managing delivery, support, and operational processes that scale.
This is a hands-on, cross-functional role at the heart of our business — blending leadership, customer success, fulfilment, and innovation.
Key Responsibilities
Customer Success
Lead client support, ensuring satisfaction and retention. Act as an escalation point for key accounts.
Operations Leadership
Manage our ops team across delivery, support, and maintenance. Set goals, workflows, and performance standards.
Delivery & Fulfilment
Oversee installations, third-party suppliers, and scheduling to ensure smooth rollouts and service handovers.
AI & Automation
Drive efficiency by identifying and implementing tools like chatbots, workflow automation, and monitoring platforms.
Service Performance
Track KPIs, manage vendor SLAs, and continuously improve processes using data and feedback.
About You
5–7+ years in operations, delivery, or customer success (ideally in a tech or service-led environment)
Proven team management and supplier coordination experience
Strong project/process development skills
Comfortable with automation tools and AI-led innovation
Excellent communicator and problem-solver
Experience in SaaS, telecoms, or infrastructure is a plus
Why It Matters
You’ll be central to how Smart Point delivers value to customers — shaping scalable operations while integrating smart tools into everyday workflows.
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