Find & Apply For Chief Operating Officer Jobs in Louisiana, Missouri

I. Role Summary We are seeking a Vice President of Customer Operations with extensive experience in customer operations, customer success, customer experience, and enterprise service operations. As a key member of the senior leadership team, this role is responsible for establishing and leading an enterprise-grade customer operations framework. The incumbent will manage the entire customer lifecycle—spanning onboarding, product adoption, service support, and customer success through to renewal and expansion—in a unified manner. The VP of Customer Operations will enhance operational efficiency by leveraging processes, data, technology, and organizational capabilities. They will build a standardized, digital, and measurable customer operations system while driving continuous improvements in customer experience, retention, product adoption rates, and customer lifetime value. This position requires close collaboration with sales, marketing, product, technology, customer success, customer support, finance, and operations teams to translate customer needs and operational data into opportunities for business improvement. II. Key Responsibilities 1. Customer Operations Strategy Formulate the company's overall customer operations strategy and long-term development plan; Establish a Customer Operations Framework; Align customer operations strategy with corporate business objectives; Define standards, processes, and management mechanisms for customer operations; Provide strategic recommendations on customer operations to senior management. 2. Customer Lifecycle Operations Establish a comprehensive Customer Lifecycle Management system; Manage operational workflows from contract signing and onboarding through to long-term partnership; Optimize operational strategies for different stages of the customer lifecycle; Define standards and service mechanisms for the customer lifecycle; Improve the efficiency of customer lifecycle management. 3. Customer Onboarding and Product Adoption Establish a standardized customer onboarding process; Reduce the time between contract signing and active product usage; Drive product adoption and deepen usage levels; Identify obstacles encountered by customers during usage; Collaborate with product and customer success teams to increase adoption rates. 4. Customer Service and Support Operations Establish a customer service and support operations system; Define service workflows, SLAs, and service standards; Optimize mechanisms for issue resolution and escalation; Improve efficiency in customer response and problem resolution; Drive the standardization and scalability of customer service operations. 5. Customer Success Operations Establish a Customer Success Operations framework; Provide process, data, and tool support to the Customer Success team; Define operational standards for Customer Success; Optimize customer health management mechanisms; Support customer retention, renewals, and long-term value growth. 6. Customer Experience Operations Continuously optimize Customer Experience (CX) operational processes; Establish management mechanisms for customer journeys and key touchpoints; Monitor CX metrics such as NPS, CSAT, and CES; Identify critical issues affecting the customer experience; Drive cross-departmental implementation of experience improvement initiatives. 7. Customer Data and Operational Analytics Build a customer operations data framework; Analyze customer behavior, usage patterns, and operational performance; Develop Customer Health Scores and customer risk indicators; Analyze churn, retention, and expansion opportunities; Provide data-driven decision support for management regarding customer operations. 8. Customer Retention and Growth Operations Formulate operational strategies for customer retention and renewals; Establish early-warning mechanisms for customer churn; Identify opportunities for customer expansion and cross-selling; Drive the growth of Customer Lifetime Value (CLV); Collaborate with Sales and Customer Success teams to drive expansion revenue growth. 9. Customer Operations Process Optimization Continuously optimize customer operations and workflows; Establish Standard Operating Procedures (SOPs); Eliminate redundant tasks within customer operations processes; Improve operational efficiency and service quality; Implement mechanisms for continuous improvement. 10. Customer Operations Digitalization Drive the digital transformation of customer operations; Build and implement CRM, Customer Success Platforms, and Customer Data Platforms; Leverage AI, automation, and data analytics to enhance operational efficiency; Promote customer self-service and digital service capabilities; Establish a scalable technology infrastructure for customer operations. 11. Cross-Departmental Collaboration in Customer Operations Establish customer handover and operational mechanisms with the Sales team; Share customer needs and usage data with the Product team; Align customer operations processes with Customer Success and Support teams; Collaborate with the Marketing team on customer lifecycle marketing; Coordinate with Finance, Technical, Legal, and Compliance teams to resolve operational issues. 12. Team Leadership and Organizational Development Establish the Customer Operations organizational structure; Lead customer operations and related cross-functional teams; Define team objectives, KPIs, and performance management systems; Establish a talent development mechanism for customer operations; Drive the creation of a data-driven and customer-centric organizational culture. III. Qualifications Education Bachelor's degree or higher in Business Administration, Marketing, Operations Management, Customer Relationship Management, Business Management, or a related field; MBA, EMBA, or other advanced executive education background preferred. Work Experience 20+ years of experience in Customer Operations, Customer Success, Customer Experience, Customer Service, or Business Operations; 10+ years of experience in senior management or customer operations leadership; Experience as VP of Customer Operations, VP of Customer Success, VP of Customer Experience, Senior Director, or equivalent; Experience in enterprise-level B2B customer operations; Experience in customer lifecycle management, customer retention, renewals, and growth operations; Familiarity with CRM, Customer Success Platforms, data analytics, and operations automation tools; Experience in cross-departmental, cross-regional, and international customer operations preferred.

Pay:

$190,715.29 - $289,248.52 per year

Benefits:

401(k) matching Dental insurance Flexible schedule Health insurance Health savings account Paid time off Retirement plan Vision insurance

Work Location:

Hybrid remote in Louisiana, MO 63353