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Operations Head

Sanas

Sanas

Operations
Colombia
Posted on Thursday, July 4, 2024
Sanas is revolutionizing the way we communicate with the world’s first real-time algorithm, designed to modulate accents, eliminate background noises, and magnify speech clarity. Pioneered by seasoned startup founders with a proven track record of creating and steering multiple unicorn companies, our groundbreaking GDP-shifting technology sets a gold standard. Our initial deployment is laser-focused on elevating the standards of customer experience centers. Testimonials from our partners reveal staggering double-digit improvements in mission-critical KPIs, coupled with boosts in CSAT and NPS. More than just a tool, our technology champions a bias-free workspace. This not only fosters a positive work environment but has also been instrumental in reducing employee attrition and curbing training expenditures.

Sanas is a 100+ strong team, established in 2020. In this short span, we’ve successfully secured over $50 million in funding. Our innovation have been supported by the industry’s leading investors, including Insight Partners, Google Ventures, General Catalyst, Quiet Capital, and other influential investors. Our reputation is further solidified by collaborations with numerous Fortune 100 companies. With Sanas, you’re not just adopting a product; you’re investing in the future of communication.

Join our dynamic team as the Operations Head for Customer Success and spearhead the launch of our LatAm operations ( Colombia & Guatemala)! We're looking for an experienced and strategic leader to manage the LatAm region, overseeing Customer Success Managers, Quality Control, and Customer Support teams. In this thrilling role, you'll ensure seamless cross-departmental collaboration, tackle risks head-on, optimize processes, and deliver insightful reporting and analysis to propel our organization to new heights. If you're ready to make a significant impact and drive success, we want to hear from you!

Key Responsibilities:


  • Facilitate effective communication and collaboration between Customer Success and other departments (Sales, Marketing, Product Development, IT, etc.) to ensure alignment and promote synergy
  • Develop and implement strategies to enhance interdepartmental cooperation and achieve organizational objectives
  • Identify potential operational risks within the Customer Success department and develop robust strategies to mitigate them
  • Ensure business continuity by maintaining compliance with industry regulations and internal policies
  • Continuously assess and optimize operational processes, workflows, and systems within the Customer Success department
  • Implement best practices to enhance productivity, efficiency, and quality of customer interactions and outcomes
  • Prepare regular reports on the operational performance of the Customer Success department
  • Present performance updates, insights, and recommendations to the executive team and other stakeholders to inform strategic decision-making
  • Lead, mentor, and develop the Customer Success operations team, fostering a high-performance culture
  • Establish and maintain strong relationships with key clients, ensuring their needs are met and exceeded
  • Act as a point of escalation for client issues, ensuring prompt resolution and maintaining client satisfaction




Qualifications:


  • Bachelor's degree in Business Administration, Operations Management, or a related field. A Master's degree is preferred
  • Proven experience (7+ years) in operations management, preferably within a Customer Success or similar customer-facing role
  • Strong leadership skills with a track record of facilitating cross-departmental collaboration and driving operational improvements
  • Expertise in risk management and compliance, with a solid understanding of relevant regulations
  • Exceptional analytical and reporting skills, with the ability to present data-driven insights to senior management
  • Proficiency in process improvement methodologies (e.g., Lean, Six Sigma) and tools
  • Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels




Key Competencies:


  • Ability to develop and implement effective strategies that align with organizational goals
  • Strong analytical skills to identify issues and develop innovative solutions
  • Demonstrated ability to lead and inspire teams to achieve high performance
  • Strong interpersonal skills to foster a collaborative working environment
  • Ability to thrive in a fast-paced, dynamic environment and manage change effectively