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Customer Operations Manager at Later, Remote (United States)

We’re hiring a Customer Operations Manager to partner directly with the VP of Customer Operations & Experience. This role is pivotal in driving customer-focused decisions by surfacing insights, identifying performance trends, and enabling operational excellence across the customer journey. You’ll collaborate across customer-facing teams—service delivery, support, onboarding, and account management—while working cross-functionally with Product, Sales, Marketing, Strategy, and RevOps.

This is a high-impact, analytical role ideal for someone who thrives on turning data into action, understands service-based delivery models, and is energized by improving both team efficiency and customer outcomes.

What you’ll be doing:

Strategy

• Support operational initiatives that improve scalability, profitability, and customer experience across Later’s service delivery functions.
• Partner with leadership to anticipate operational bottlenecks and proactively design solutions that strengthen delivery and retention.

Technical/ Execution

• Build and refine the sales-to-delivery handoff process to ensure seamless campaign execution, on-time delivery, and quality outcomes.
• Design and optimize workflows that increase campaign delivery speed, consistency, and ROI.
• Develop and maintain dashboards, KPIs, and reporting frameworks to measure efficiency, campaign health, and customer value delivery.
• Identify and integrate opportunities to leverage AI tools for automation, content generation, risk detection, and performance analysis.

Team / Collaboration

• Partner cross-functionally with Data Analytics, RevOps, and Product teams to ensure alignment and accuracy across business systems.
• Share insights and best practices with Customer Success, Delivery, and Support teams to elevate collective performance.
• Operate as a trusted partner to senior stakeholders, presenting insights that influence decision-making.

Research/Best Practices

• Monitor operational and customer experience benchmarks to identify new tools, processes, or technologies that improve outcomes.
• Document and scale best practices that enhance delivery efficiency and knowledge retention across teams.
  What success looks like:
  Seamless sales-to-delivery handoffs resulting in improved campaign quality and reduced ramp-up time.
• Measurable improvements in operational efficiency and customer value delivery (time to launch, campaign ROI, retention rates).
• Consistent, data-driven reporting that informs leadership decisions and drives accountability across delivery functions.
• Adoption of AI and automation tools that materially reduce manual effort and increase campaign scalability.
• Customer Operations recognized internally as a trusted strategic partner to Sales, Product, and Marketing.

What you bring:

• 3–5 years of experience in customer operations, marketing operations, or business analytics.
• Proven background in agency or performance marketing campaign operations, including workflow optimization, resource planning, and capacity management.
• Strong data analysis skills with experience using analytics tools, BI dashboards, CRM/campaign management platforms, and proficiency in Excel/Google Sheets.
• Demonstrated ability to translate customer and campaign data into actionable insights that drive measurable improvements.
• Experience collaborating cross-functionally with senior stakeholders in a fast-paced, high-growth environment.
• Familiarity with AI tools and automation platforms to improve operational efficiency.
• Excellent written and verbal communication skills, with the ability to influence through data and storytelling.
• A customer-first, data-driven mindset paired with resilience, ownership, and a bias for action.

How you work:

• Driven by Impact: You deliver results that matter—prioritizing high-value work, meeting deadlines, and adapting quickly while keeping outcomes clear.
• Strategic & Customer-Centric: You anticipate risks and opportunities, connect decisions to long-term growth, and build trust through proactive insights.
• Curious & Growth-Oriented: You seek knowledge, ask sharp questions, and apply learnings fast—challenging the status quo with a mindset of improvement.
• Collaborative & Resilient: You thrive in change by staying resourceful, solution-focused, and positive—removing roadblocks, sharing insights, and keeping morale high.
• Accountable & Honest: You own your work, hold yourself and others to a high bar, and use transparent feedback to drive growth.
• Emotionally Intelligent: You build trust through empathy and collaboration, foster inclusion, and inspire others with grit, optimism, and integrity.

Our approach to compensation:

We take a market-based & data-driven approach to compensation. We leverage data from trusted third-party compensation sources to help us understand the market value of a role based on function, level, geographic location, and scope. We evaluate compensation bi-annually, including performance and market-related factors.

Our salaries are benchmarked against market Total Cash Compensation for the geographic location of our job posting. Compensation for some roles is structured as On Target Earnings (OTE = base + commission/variable) while for others it is structured as Salary only.

To comply with local legislation and ensure transparency, we share salary ranges on all job postings. Skills, experience and other factors help determine the final salary we offer which may vary from the original range posted.

Additionally, all permanent team members are eligible to participate in various benefits plans as part of their overall compensation package.

Salary Range:

• $80,000-105,000 OTE

Co-op team members, independent contractors, and freelancers are not eligible for company benefits.

Where we work:

We have offices in Boston, MA; Vancouver, BC; Chicago, IL; and Vancouver, WA. For select positions, we are open to hiring fully remote candidates. We post our positions in the location(s) where we are open to having the successful candidate be located.

Diversity, inclusion, and accessibility:

At Later, we are committed to fostering a culture rooted in an inclusion-first mindset at every level of the company, embracing the importance of hiring and building teams for culture add rather than culture fit. We openly build and maintain unbiased hiring, pay, and promotion practices to create a foundation for an equitable workplace, paving the way for systemic change.

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, national origin, disability, or age. Please let us know if you require any accommodations or support during the recruitment process.