Center Operations Manager overseeing efficient USO Center operations and staff management to support the military community in Japan.
About the role
- Define and lead the enterprise-wide retention execution strategy in collaboration with Segment Presidents, Finance and senior executives
- Establish a unified operational vision that supports customer loyalty, partner engagement, and revenue retention
- Provide strong leadership to a team of ~25, developing a talent strategy that focuses on AI upskilling, high performance and industry best practices
- Serve as Enterprise Renewals Process Owner, establishing process re-engineering initiatives to modernize and ensure the health of TR’s renewals process
- Transform Retention and Operations processes to be enabled by data and automated by systems workflows
- Work closely with Segments, Finance, Commercial Excellence, and O&T to ensure optimal engagement with business plans
- Provide leadership to the Partner organization as executive accountable for Partner operations, ensuring alignment of Partner processes and tools with business goals and customer needs
- Lead development and execution of scalable customer success programs focused on onboarding, retention, and growth
- Design and implement processes, playbooks, and health data management systems to enhance customer experience and outcomes
- Increase productivity and efficiency across Customer Success teams through strategic planning and operational support
- Oversee partner program execution, compensation design, analytics, and business intelligence
- Transform renewal processes to improve efficiency, predictability, and retention performance
- Leverage data and automation to streamline workflows and enhance forecasting accuracy
- Align renewal strategies with pricing models, value delivery, and customer lifecycle insights
- Structure and communicate clear rules of engagement and operational policies across retention functions
Requirements
- 15+ years of experience in customer success, partner management, renewals, or related operations
- Proven track record of leading strategic transformation and cross-functional alignment
- Strong executive presence and ability to influence at all levels of the organization
- Experience with SaaS or subscription-based business models and customer lifecycle management
- Exceptional analytical, communication, and leadership skills
- MBA preferred; four-year college degree required
- Business operations experience in project management and implementing process improvements
- Prior people leadership experience required
- Experience using business analytics to determine root causes and identify solutions
- Prior exposure to sales and client management environments and working directly with the sales and account management field and inside organization
- Proven ability to build relationships and influence all levels within the organization
- Proven ability to constructively collaborate across channels, functions and businesses
- Proven ability to lead, manage and coach a team of high performing employees
- Strong business acumen and ability to optimize operational sales channel performance
- Experience reviewing work processes and recommending more efficient/effective workflow solutions
- Proven effective project management capability in a highly-matrixed , customer-centric organization
- Resourceful, with ability and desire to find solutions where they are not obvious
Benefits
- Hybrid Work Model: flexible hybrid working environment (2-3 days a week in the office depending on the role)
- Flex My Way supportive workplace policies including work from anywhere for up to 8 weeks per year
- Career Development and Growth: Grow My Way programming, skills-first approach, tuition reimbursement
- Industry Competitive Benefits: flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, employee incentive programs, resources for mental, physical, and financial wellbeing
- Comprehensive US benefits: market competitive health, dental, vision, disability, and life insurance programs, competitive 401k plan with company match
- Paid time off: flexible vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave
- Additional benefits: optional hospital, accident and sickness insurance; optional life and AD&D insurance; Flexible Spending and Health Savings Accounts; fitness reimbursement; Employee Assistance Program; Group Legal Identity Theft Protection; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; Employee Stock Purchase Plan
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