Position Summary

Foundation Software, a rapidly growing, national provider of construction software and services, seeks a highly skilled, experienced Manager of Operations to join our growing Customer Success team. The Manager of Operations for Customer Success & Support will oversee the configuration, optimization, and documentation of processes and systems within the Customer Success and Support teams.

This role requires a strategic thinker who can manage the operational aspects of customer success workflows, ensuring that internal systems and processes are aligned with the team's goals and best practices.

The Manager of Operations will be responsible for maintaining and improving documentation, driving operational efficiency, and ensuring smooth coordination between the customer success, support functions and other internal departments.

This role includes management responsibilities, overseeing a small team focused on configuring and maintaining the systems and tools used by the Customer Success and Support departments.

Essential Functions and Responsibilities

Configure and maintain the operational systems used by the Customer Success and Support teams (CRM, ticketing systems, knowledge bases, customer success platform). Develop, implement, and continuously improve workflows and processes to ensure customer success and support operations are efficient and scalable. Ensure that tools and systems (CRM, customer support platforms, etc.) are integrated and function cohesively to provide seamless customer experience. Ensure data accuracy and consistency across systems, assisting with the generation of reports and dashboards to track key customer success metrics. Create and maintain comprehensive documentation for customer success and support processes, ensuring clarity, consistency, and ease of access for team members. Develop, update, and enforce SOPs for various customer success and support activities (e.g., onboarding, escalation handling, ticket resolution). Manage a small team of operations coordinators or specialists, guiding their professional development and ensuring they meet operational goals. Work closely with cross-functional teams (Customer Success Managers, Support Representatives, Sales, Implementation, IT, and Product) to ensure smooth processes and seamless handoffs. Set clear performance goals for the operations team, monitor progress, and provide constructive feedback. Lead initiatives to streamline and improve customer success and support operations, utilizing feedback from customer-facing teams. Use data to identify inefficiencies, gaps, and opportunities for process optimization. Propose and implement solutions to improve performance and customer satisfaction.

Required Skills and Experience

Bachelor's degree in business, Operations Management, Information Systems, or a related field. 5+ years of experience in operations, process management, or customer success. Proven experience with customer success and support systems. Strong experience in managing and configuring operational tools, customer-facing platforms, and internal systems. Deep understanding of process management and optimization, with the ability to translate complex workflows into clear, actionable steps. Proficient in configuring, managing, and troubleshooting customer success platforms and CRM systems. Comfortable using various software tools to analyze and manage data. Excellent written and verbal communication skills, with the ability to explain complex processes in a clear and concise manner. Strong analytical skills with the ability to identify issues, develop solutions, and implement process improvements. Exceptional attention to detail in managing systems, processes, and documentation to ensure accuracy and efficiency. Ability to collaborate with diverse teams (Sales, Product, IT, etc.) and drive alignment toward common goals. Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment. Self-motivated, proactive, and comfortable working independently while also being a strong team player. Focused on delivering results, with a solutions-oriented mindset and a strong sense of accountability.

At Foundation we believe in and promote a work-life balance with a top-notch workout facility, fitness classes and free personal training; and for those competitive types, a game room complete with table tennis, foosball, and video game systems. Also, some comforts of home, there is a full kitchen, free coffee and specialty flavors, soft drinks, and snacks.

Other employee rewards include tickets to Cleveland sporting events, a variety of lunch and learns, and various employee-appreciation events throughout the year. Benefits include paid vacation, paid holidays, 401(k) with match, and tuition reimbursement, plus medical, eye and dental. Now offering discounts on pet, home, and auto insurance through Liberty Mutual!

Foundation is constantly recognized as one of Northeast Ohio's top workplaces. We are a 20-time winner of the NorthCoast 99 award, a multi-year winner of The Plain Dealer 's Top Workplaces award, and have been recognized multiple years on the Inc. 5000 list of fastest-growing private companies in the U.S.

Let us start your future at Foundation!

Foundation Software is an Equal Opportunity Employer.

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As a Care Operations Specialist, the primary responsibilities include making outbound calls to customers, responding to a high volume of Customer Service email correspondence, researching, and resolving billing and general account issues, porting support and completion, and providing information to customers on our products and services. The position is accountable for maintaining a high level of customer support and driving continuous process improvement on an ongoing basis.

This role is on site, which means you must be located within a drivable distance to our Best Buy Health office in Reno, NV or San Antonio TX.

What you'll do

Support customer and internal emails for updates, complaints etc. Process physical mail from customers. Customer Complaints, ACH inputs, PEP updates etc. along with sending outgoing mail. Work interdepartmentally like coaching or processing account updates from Customer Service, Commercial care, Billing operations and logistics. Handle porting request updates, errors and cancels. Handle excessive usage, international and fraud work from partner consumer risk management team. Support commercial Hospital at Home account updates. Perform data entry and maintain document-related spreadsheets and reports

Basic Qualifications

Minimum 2 years of customer service experience required

Preferred Qualification

Prior call center experience preferred Prior experience in wireless or telecommunication industry preferred Previous business writing and analysis preferred Prior correspondence writing preferred Knowledge of Microsoft Office Suite including Word, Excel, Outlook, Power Point

What's in it for you
We're committed to helping our people thrive at work and at home. We offer generous benefits that address your total well-being and provide support as you need it, especially key moments in your life.
Our benefits include:

Physical and mental well-being support via Best Buy Health Wellness Program Comprehensive benefits including tuition reimbursement, caregiver support, and more Generous Best Buy employee discount

About us
Best Buy Health aims to enrich and save lives through technology and meaningful connections. Our strategy focuses on three main areas: consumer health products that help customers live healthier lives, device-based emergency response services for the active aging population, and virtual care offerings that help to connect patients and physicians.

Best Buy Health is an Affirmative Action and Equal Opportunity Employer dedicated to creating an inclusive environment that values the diversity of our employees and does not discriminate against any employee or applicant. We are committed to equal employment opportunity for all applicants and employees, without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other protected characteristic under applicable law. Learn more about our Affirmative Action Policy Statement HERE .

Reasonable Accommodation
Best Buy Health will make reasonable accommodations for employees and applicants for their religious beliefs and practices, mental or physical disabilities, and pregnancy, childbirth and related conditions. If you need a reasonable accommodation in the application process - to access job postings, to apply for a job, for a job interview, for pre-employment testing or with the onboarding process - please contact Talent Acquisition at .

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