Customer Operations Manager

VitalSource®, is hiring a Customer Operations Manager to contribute to our Customer Operations team located in Raleigh NC, Chicago IL, Franklin TN, or Boston MA (preferred locations). Applicants outside of these preferred locations will be still considered.

Ready to be at the heart of keeping customers delighted and operations running smoothly? As our Customer Operations Manager, you’ll turn complex processes into streamlined systems that power exceptional customer experiences. You’ll work across teams—Customer Success, Finance, Product Development, and more—to ensure every step of the customer journey is executed flawlessly. From designing scalable processes to auditing data for accuracy, you’ll be the problem-solver who spots issues early, finds the root cause, and drives solutions that stick. This is your chance to blend operational expertise with cross-functional collaboration and make a measurable impact every day.

Key Responsibilities:

• Develops, implements, and optimizes operational processes for the segment to enhance efficiency and productivity.
• Ensures all operational activities for the assigned segment comply with company standards, policies, and regulatory requirements, and implements quality assurance processes to maintain high standards.
• Conducts regular assessments and audits of existing processes for the assigned segment to ensure they meet organizational standards.
• Monitors and evaluates key performance indicators (KPIs) to measure operational efficiency and effectiveness.
• Analyzes operational data to identify trends, inefficiencies, and areas for improvement.
• Prepares and provides reports to internal leadership on the overall health and success of customer operational requirements based on established metrics and criteria for the assigned segment.
• Coordinates with cross-functional teams to support company-wide initiatives.
• Manages assigned segment initiatives, ensuring clear communication and timely delivery of operational solutions.
• Provides training and oversight to CS Ops and outsourced teams to ensure superior operational support for all Customer Success activities.
• Ensures operational processes align with customer needs and expectations.
• Works with customer-facing teams to address and resolve operational issues affecting customer satisfaction.
• Acts as an escalation point for segment operational concerns or issues, communicating unique requirements to support other VitalSource partner needs.

Required Qualifications:

• 3 years of customer operations experience
• 2+ years of project or process management experience
• 2+ years of working closely with product management teams
• Prior experience in process improvement, team management, and analytic tools (e.g, Looker) preferred

Technical Skills:

• Deep platform & integration expertise (VitalSource systems, customer-support processes)
• Advanced Excel / Microsoft Office for audits, KPI tracking, reporting
• Customer-success tech-stack knowledge (integrations, automation)
• Process & project management (scope, execute, measure)
• Operational policy & compliance fluency

Soft Skills & Competencies:

• Clear, influential communication (written, verbal, presentation, active listening)
• Relationship building & collaboration across functions and levels
• Attention to detail in data and documentation
• Multitasking & adaptability in a dynamic workload
• Sound judgment & decision-making Customer Operations Man…
• Rapid learning & application of new knowledge/tech
• Customer-business understanding & empathy
• Change-management leadership and stakeholder influence
• Negotiation and conflict-resolution skills
• Continuous-improvement mindset centered on customer value

Salary Range: $64,500 to $80,000

What We Offer:

• Culture: Collaborative, Inclusive, and Mission-driven. 
• More in your pocket: Competitive base salary and a strong variable component.
• We take care of all aspects of our people: Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance 
• Retirement: 401K match up to 5%.
• We support our families: 12 weeks of paid parental leave.
• Continued education: Use our tuition reimbursement program.
• The Importance of Balance: Start at 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days.
• Flexibility: Flexible work schedules and remote capabilities (by team) - feel free to skip the commute and hit your deadlines from home.
• Wellness: Opportunities for fitness challenges and rewards.

Who We Are:

VitalSource Technologies, LLC has powered digital content delivery across the higher education ecosystem for over 30 years. Winner of the 2024 CODiE award for Most Innovative Ed Tech company, VitalSource delivers more than 28 million learning materials globally each year. With unmatched scale, the VitalSource Learning Delivery Network is trusted by thousands of content providers and institutions worldwide to deliver impactful learning experiences, fuel affordable access programs, and drive a learning advantage for every student. Learn more at http://get.vitalsource.com/  and follow us on LinkedIn.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.

• EEO/AA Employer/Vet/Disabled
• We participate in EVerify.
• EEO Poster in English 
• EEO Poster in Spanish