Senior Manager, Customer Operations

2. Role Summary / Purpose

The Senior Manager, Customer Operationsis the operational engine behind Duetto's Customer Success & Experience (CSX) organization. As we scale to 70,000 hotel customers by 2028, this leader is responsible for building and maintaining the infrastructure that decouples revenue growth from headcount costs — serving as the Process Architect for an 80+ person organization across six functions. This is a 'builder' role for a leader who thrives on rolling up their sleeves. You will not just design the playbooks — you will write them, implement them, and coach your team to execute with precision. You will also serve as the primary Traffic Controller between the Customer Organization and Revenue Operations, ensuring data integrity and seamless handoffs across the full commercial lifecycle. ## 3. Key Responsibilities

• Team Leadership: Lead, coach, and develop a team of individual contributors across the four Customer Operations pillars — setting clear goals, managing performance, and optimizing the mix of full-time and contractor resources. - Operating Rhythm: Establish and run the weekly, monthly, and quarterly operating cadence for the CSX organization, including QBR preparation, capacity planning, KPI reviews, and budget reporting to the VP. - Systems & CRM Governance: Act as the primary gatekeeper for CSX requirements within the shared Salesforce environment — gathering and prioritizing requirements from CSX leadership, and ensuring a coherent, roadmap-driven approach to technical delivery. - Lead end-to-end customer journey mapping from Sale to Renewal, identifying friction points and implementing process fixes to reduce Time-to-Value and Cost-to-Serve in partnership with Revenue Operations. - Lead the CSX workstream of the HotStats Salesforce migration — requirements gathering, UAT, go-live, and ongoing governance — while supporting the operational onboarding of the HotStats Support team into CSX processes. - Oversee the Enablement pillar to ensure the CSX organization is consistently enabled on new products, processes, and go-to-market motions — with particular focus on New Hire Training and Release Readiness programs. - Drive the model for self-service, overseeing Knowledge Base strategy and AI-driven support tools to increase case deflection and reduce Cost-to-Serve. - Guide the Customer Intel function from reactive reporting to proactive forecasting — identifying workload concentration areas and modeling future headcount needs tied to customer growth projections. - Oversee the VoC program strategy — ensuring NPS and CSAT programs are designed, instrumented, and closed-loop processes are operationalized across all customer segments, including HotStats. - Represent the CSX organization in cross-functional operational forums, partnering with Revenue Operations, Product, Marketing, and IT to unblock dependencies and align on roadmap priorities. - as needed to support team and company priorities. ##