Senior Business Operations Manager, Customer Support

Description
Sprout Social is looking to hire a Senior Business Operations Manager, Customer Support.

Why join Sprout’s Customer Support team?
We are looking for a Senior Business Operations Manager to be a strategic thought partner to our Head of Customer Support. This person will be responsible for driving and executing Support’s Strategy (OKRs). This person will work closely with the Head of Customer Support to develop the team's priorities and ensure the Support Team’s roadmap is focused on the most impactful work to hit our goals. 

This Business Operations leader will be a central part of the Support Leadership Team, and work directly with those leaders to ensure effective and efficient execution across all teams. They will play a critical role in ensuring strong, consistent communication across all of Support.

This role will bridge gaps between other departments across Sprout, to ensure all teams are aligned towards their individual and shared goals. This role will develop relationships across the business, including Product, Success, Services, Marketing, Finance, Legal and People Teams, while also working very closely with all key operations functions within Support.

What you’ll do

• Strategic Planning: Lead strategic planning with the Head of Customer Support, aligning with Sprout’s OKR framework. Develop tracking mechanisms for progress visibility and accountability, ensuring support operations roles are aligned with priorities and work is well-defined. Support and manage QBRs within Support and with the Executive Leadership Team.
• Leadership Alignment: Foster leadership alignment among the Support leadership team by ensuring clear priorities, surfacing blockers, identifying continuous improvement opportunities, managing leadership meetings (agenda, content, follow-up), and driving planning and preparation for on-site and off-site events.
• Special Projects: Drive larger cross-functional projects that don’t have a clear home. Conduct ad-hoc research and analysis to inform decision-making. Help support the budgeting & T&E process with leadership.
• Communication: Steer and facilitate communication by drafting key messages, ensuring consistent cascading through leadership, supporting internal and external presentations, acting as a proxy in meetings for the Head of Support, and serving as a liaison to align on cross-functional initiatives.

What you’ll bring

You are an analytical, detail-oriented, and results-driven operations professional with extensive experience in business operations and customer experience. You are highly motivated, capable of working independently while keeping key stakeholders informed, and thrive in a fast-paced, dynamic environment.

The minimum qualifications for this role include:

• 5+ years of experience in operations or strategic business roles, with a strong emphasis on strategic planning and prioritization frameworks, and leading business transformation initiatives.
• Demonstrated success in managing complex, cross-functional projects from inception to completion, and driving measurable business impacts.
• Strong analytical/data-driven background with proven ability to use data to provide actionable insights, strategic recommendations, and root cause analyses related to customer health and journey milestones.

Preferred qualifications for this role include:

• Background supporting customer-facing teams in a SaaS environment and driving customer experience initiatives for increased satisfaction, adoption, and retention of customer base. 
• Strong written and verbal communication skills, with the ability to effectively communicate with stakeholders at all levels, influence decision-making, and gain consensus and buy-in.
• Experience with reporting and CRM tools such as Excel, ZenDesk, Salesforce, Gong, and Tableau. Ability to manage dashboards for tracking department KPIs and evaluating impact and efficiency. 
• Knowledge of Product and Engineering processes and product development lifecycles. Experience working directly with technical leaders in R&D organizations and providing feedback to inform product roadmap and strategy.

How you’ll grow

Within 1 month, you’ll plant your roots, including:

• Experience Sprout’s in-depth onboarding, covering everything from our company mission and values, hearing directly from executives and founders, to deep training on our products and the value that Sprout delivers to our customers.
• Partner with the Head of Customer Support to define key success metrics for your role and how you will be measured against them.
• Learn about Sprout’s Customer Support and Customer Operations functions and meet with leaders across the department and customer journey.

Within 3 months, you’ll start hitting your stride by:

• Fully immerse yourself within our current programs and initiatives while developing a point of view on the most effective mechanisms for facilitating program ownership, documentation, and communication strategies to keep customer-facing teams informed.
• Take ownership of major initiatives in flight and/or partner closely with Business Operations counterparts at Sprout to accelerate impact and outcomes.
• Conduct active research leveraging all available tools and data sources to understand brand, culture, KPIs, and customer experience metrics so you can add value throughout your interactions and become a trusted advisor to your team and the company.

Within 6 months, you’ll be making a clear impact through:

• Measure initial process improvements and make adjustments where appropriate.
• Have built strong departmental relationships with Sales, Success, Marketing, Product and Engineering teams bringing visibility, vision and strategy to the forefront for all key stakeholders.
• Support ongoing initiatives, planning efforts, and ensure your organization is delivering against its expectations. 

Within 12 months, you’ll make this role your own by:

• Being recognized across the organization as a strategic resource and representative of the Customer Operations vision and roadmap.
• Have developed and socialized a roadmap and series of future programs and investments that will shape our team and drive increased scale and leverage.
• By way of your involvement, the department will have matured into an efficient and strategic arm for the company.

Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.

Our Benefits Program

We’re proud to regularly be recognized for our team, product and culture. Our benefits program includes:

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program 
• High-quality and well-maintained equipment—your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program and employee-led diversity, equity and inclusion initiatives.
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful, convenient and state-of-the-art offices in Chicago’s Loop and downtown Seattle, for those who prefer an office setting

Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States. However, we are not set up in all states, so please look at the drop-down box in our application to see whether your state is listed. Few roles require an office setting. If your position requires a physical presence in a Sprout office, it will be evident in the job listing and your offer letter.

The base pay range for this role is $81,000-121,000 annually. Individual base pay is based on various factors, including relevant experience and skills, the responsibility of the role, and job duties/requirements. In addition to base pay, some Sales and Success roles can earn sales incentives. 

Sprout’s compensation ranges are intentionally broad to allow for our team members' growth within their role. These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set equitable, consistent and competitive ranges. We also evaluate compensation bi-annually, identify any changes in the market and make adjustments to our ranges and existing employee compensation as needed.

Base pay is only one element of an employee's total compensation at Sprout. Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprout’s equity plan. Employees (and their dependents) are covered by medical, dental, vision, basic life, accidental death, and dismemberment insurance, and Modern Health (a wellness benefit).  Employees are able to enroll in Sprout’s company’s 401k plan, in which Sprout will match 50% of your contributions up to 6% with a maximum contribution. Sprout offers “Flexible Paid Time Off” and ten paid holidays. We have outlined the various components to an employee’s full compensation package here to help you to understand our total rewards package.

Sprout Social is proud to be an Equal Opportunity Employer and an Affirmative Action Employer. We do not discriminate based on identity- race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. Learn more about our commitment to diversity, equity and inclusion in our latest DEI Report.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. We'll do all we can to ensure you're set up for success during our interview process while upholding your privacy, including requests for accommodation. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster  (2) Sprout Social's Affirmative Action Statement (3) Pay Transparency Statement. 

When you apply for employment with Sprout Social, we will process your job applicant data, including your employment and education history, transcript, writing samples, and references as necessary to consider your job application for open positions. Your personal data will be shared with Greenhouse Software, Inc., and Crosschq, Inc., cloud services providers located in the United States of America and engaged by Sprout Social to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, by clicking “Submit Application” on this site, you consent to the transfer of your personal data to the United States. For more information about our privacy practices please visit our Privacy Policy. California residents have additional rights and should review the Additional Disclosures for California Residents section in our Privacy Policy.

Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law. 

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