director of operations and customer experience - (open)
pumpspotting For Business is a workplace lactation program serving employers with 5 to 250k employees, in every industry and with diverse workforces and work environments. Our program includes guidance, assets, account managers and unlimited access to our baby-feeding support mobile app.
We’re female-founded, female-focused and proud to run our company the same way we build our products: with care and creativity, and people at the heart of it.
The position
Vision for the Role
We’re looking for a growth-minded and customer-centric Director of Operations and Customer Experience, who is excited to build and run the operations and customer services experiences that will underpin pumpspotting’s growth. Working directly under the CEO and closely with the VP of Revenue, you will be responsible for delivering outstanding customer experiences as well as operationalizing complexities across our organization (e.g., building enterprise services delivery systems, optimizing our workforce product segmentation and funnel, and elevating the experience of pumpspotting’s customers).
In this position you will support the CEO and company vision to drive day-to-day operational success and systems, own and execute best-in-class experiences for our enterprise customers, and manage and mobilize the team around business objectives. The ideal candidate is proactive, detail-oriented, resourceful and strategic, and is energized by the goal of making the world more inclusive for women and families. This is a roll-up-your-sleeves position with great career growth and opportunity.
Who we seek
You are an experience officer at heart, passionate about understanding customer motivations and building—plus executing upon—clear plans to deliver results and provide best-in-class customer experiences.
Your skill set leans toward that of an integrator or operator, adept at keeping an organization and projects on track and in alignment with its core purpose, customer needs, and key business objectives.
You are an exceptional communicator, with a seasoned background in conveying a value prop, crafting sales and marketing activations, and communicating with various stakeholders from investors to key customers to team members.
Skill set:
Exceptional project management skills and attention to detail: Passion for systems and building repeatable order to set us up for scale and success.
Follow through: Ability to ensure what we say we’ll deliver gets delivered and to identify and remove barriers ahead of time + rally, mobilize, and ensure execution from the team.
People skills: Understand human behavior to study what makes for a positive overall experience and extrapolate from that to create specific customer or employee experiences tailored to their organization.
Marketing/communication experience: Learning how to think creatively and interact with people positively and effectively.
Problem-solving abilities: To excel you’ll need to be able to think creatively and decisively to solve problems. This role requires confident decision-making, constant adaptability, and plenty of creativity.
An ability to work collaboratively with software development teams to drive business outcomes.
Adaptability and flexibility to grow with the position and company.
primary outcomes
Lead Exceptional Enterprise Services Delivery + Drive Deal Expansion
Create, implement, and deliver excellent customer experiences across project scope.
Airtight project management from discovery through renewal: scoping, pitch deck support, presenting the plan, leading the kick-off call, trafficking the execution and monitoring all deliverables.
Managing project plans to exceed client expectations and deliver continual value in alignment with agreed upon KPIs.
Translate data and insights into impactful changes within the business.
Manage + Mobilize Team to Financial + Business Goals
Align and mobilize internal team around key company goals and customer deliverables.
Help design and build systems to track progress and workflow.
Identify any gaps in team workflow or dependencies and opportunities for continuous improvement.
Creation of performance management process and implementation.
Hold self and team accountable to company KPIs and deliverables.
Support CEO in Day-to-Day Ops
Serve as a steady force, providing systems for clarity & communication throughout the organization.
Act as a sounding board with the CEO to drive clarity, workflow efficiencies, and creativity in all problem-solving.
Operations Strategist to inform all ops from finding ideal prospects (partners), through pitching, and delivery of pumpspotting services.
Support product development and product team in execution of roadmap
Multi-Faceted, Excellent Communication
Excellent written and spoken communication skills to support sales and CEO with pitch-decks, project plans, and client reporting.
Consult with all partners, internal and external to improve performance and drive results.
Liaise with the product and development teams to ensure smooth execution of product roadmap and product success.
Insights and analytics to support biz dev, investors, fundraising, etc.
Compensation
Our standard incentive and benefits package includes competitive salaries, unlimited PTO, first-year retention bonus, reproductive benefit, 401k retirement plan, connectivity stipend and a deeply family-friendly work culture.
Location
Proudly rooted in southern Maine and with strong connections to its entrepreneurial community, pumpspotting welcomes anyone local to apply for this opportunity. For the right candidate, however, we are open to this being a virtual position, with occasional travel to Maine for in-person meetings.
About us
pumpspotting, an early-stage SaaS company based in Maine. Our technology elevates legally-required accommodations to complete and effective workplace lactation programs that position companies as heroes that support women and families at work, school and in the world.
Parents on pumpspotting love us because we reduce isolation and anxiety while connecting them with peers, experts and places to feed in a community-based platform that’s wrought with encouragement.
pumpspotting, Inc. is an equal opportunity employer, and selects individuals best matched for the job based upon job-related qualifications regardless of race, religion, color, creed, sex, sexual orientation, age, ancestry, national origin, gender identity, genetic information, disability, pregnancy, veteran or military status or any other status or characteristic protected by law.