Director, Customer Operations

| Greater Boston Area
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The Klaviyo Customer Operations team is responsible for defining and driving the outcomes for Klaviyo customers. To help fuel our customers growth, we are looking for an established leader to drive our global customer success and support operations.  This person will partner closely with the VP of Success/Support to drive strategic planning and ongoing operations.

We are looking for a candidate that has a proven track record of developing data-driven programs taking a mathematical approach to solving problems which improve efficiencies but always solving for the customer experience.  We want someone that is passionate about customers, thrives in a fast-paced environment, and has the ability to flex between big picture thinking and has an obsession over small details. 

How You'll Make a Difference

  • Create an industry-leading support and success operation team by taking a more data driven approach to solving for the customer experience through partnering with both data science and product teams. 
  • Be the worldwide go-to person for all customer operations inclusive of onboarding, academy, customer success management, community forums, and support.
  • Build and lead a team of strong analysts and operation specialists that improve efficiencies as we scale, while maintaining a high customer experience.
  • Partner and influence key stakeholders on business decisions, partnering with product operations and business intelligence teams. 
  • Solve hard ambiguous, never done before problems in customers success operations.
  • Own all the stages of change management from ideation through execution, owning the change management framework and process. 
  • Make final decisions on administrative or operational matters; implement mechanisms to ensure effective accountability and achievement of objectives
  • Own the overall planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods across Customer Success and Support 
  • Ensure budgets and schedules meet corporate finance requirements partnering with the CS/Support finance business partners. 
  • Evangelize and represent Customer Success across cross-functional initiatives at all levels.
  • Leverage your balance between business and technical analytical skills to identify areas of opportunity for programming and process improvement. 
  • Maintain the roadmap of Customer Success initiatives, leveraging strong collaboration, prioritization, and project management skills.  
  • Drive actionable outcomes by clearly communicating findings to a mix of technical and non-technical stakeholders.

Who You Are

  • 5-10 years of experience in a operational or data analysis capacity
  • Experience leading, coaching, and building a team
  • Experience creating a dynamic dashboarding system for customer teams using systems such as Salesforce, Tableau, LookR, Gainsight
  • Experience with database use and a working knowledge of database platforms, including MySQL
  • Working knowledge of how to gather, analyze and organize data for meeting business requirements
  • Results-oriented, attention to detail, ability to prioritize multiple objectives and projects.
  • Quick learner, curious and strong analytical skills.
  • Exceptional verbal and written communication skills to be able to communicate with customers, peers and management
  • Enjoys digging into complex operations
  • Takes a high degree of ownership over their work
  • Clear communicator with strong listening skills; open to input from other team members and departments
  • Ability to influence by translating data into compelling stories
  • Ability to develop managers and teams

Get to know Klaviyo

Klaviyo is a world-leading marketing automation platform dedicated to accelerating revenue and customer connection for online businesses using the channels they own like email, web and mobile. Enabling brands to leverage these owned marketing channels, Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications. The company’s hybrid customer-data and marketing-platform model allows companies to grow by fostering direct, high-fidelity relationships with customers, without giving up their valuable data to Facebook or Amazon. In 2020, Klaviyo reached coveted unicorn status with a robust Series C of $200m at $4.15B valuation. Innovative companies like Unilever, Custom Ink, and Huckberry sell more with Klaviyo. Learn more at www.klaviyo.com.

Klaviyo does not tolerate and prohibits discrimination, harassment or retaliation of or against job applicants, contractors, interns, volunteers or employees by another employee, supervisor, vendor, customer or any third party.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Twitter BootstrapLibraries
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • RedisDatabases

Location

We're in the heart of the Financial district with easy access to public transportation and a short walk from South Station.
“Life’s Too Short To Work With Brilliant Jerks”: Klaviyo Employees Are Brilliant *And* Supportive
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An Insider's view of Klaviyo

What's something quirky about your company?

The simplest way I would describe the Klaviyo office is "energy". From the minute you start your day there's an excitement that everyone is working toward the common goal of helping businesses grow. It's a pretty amazing thing to be a part of and you can really feel it.

Jon

Director of Community Management

How do you collaborate with other teams in the company?

One of the great things about working at Klaviyo is that I get to work with amazing people from across the organization. While working in Finance isn’t intuitively a role that involves a lot of collaboration - Klaviyo’s finance team has regular interactions and team syncs with Sales Ops, Customer Support and the People Team!

Tai

Staff Accountant

What are Klaviyo Perks + Benefits

Klaviyo Benefits Overview

Klaviyo pours into team members by providing a diverse and inclusive environment. We also take pride in our quality health benefits and programs. In our efforts to achieve overall happiness for Klaviyos, we offer competitive salaries and 401K planning through Principal. Protect yourself against hardships with life and disability insurance, continue learning and developing with tuition reimbursement, and achieve peace with Headspace. Additional perks include unlimited vacation time, employee referral bonuses, commuter expenses, fitness reimbursements, free books, and a thriving company atmosphere.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
We have a diversity and Inclusion committee that sponsors monthly company-wide activities to educate and enrich our employees.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Klaviyo employees can contribute up to $2700 annually to their FSA.
Disability Insurance
Disability insurance that covers 60% of annual salary.
Dental Benefits
Our dental plan covers : 100% for preventative care., 80% for basic restorative, 50% for major restorative.
Vision Benefits
Our vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
Life Insurance
Life insurance is equal to 1 times an employee's annual salary up to 300k.
Wellness Programs
Onsite Gym
Team workouts
Live virtual Yoga
Mental Health Benefits
For example, free access to Headspace meditation app
Retirement & Stock Options Benefits
401(K)
Klaviyo's 401k plan offers stocks, bonds and international index funds to choose from.
401(K) Matching
Company Equity
Klaviyo offers equity packages to full time employees.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave.
Flexible Work Schedule
Klaviyo provides employees with a flexible work schedule that includes Core hours, Flexible start and end times.
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Klaviyo offers unlimited time off.
Paid Holidays
Paid Sick Days
Klaviyo offers unlimited time off.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Klaviyo offers Tax preferred transit and parking plans for employees.
Company Outings
Klaviyo Hosts bi-annual company parties and milestone celebrations when targets are reached ! ( usually once a year)
Game Room
Klaviyo offers ping-pong tables, and a number of different gaming consoles for employee use.
Stocked Kitchen
Klaviyo offers a WELL STOCKED FREE kitchen with snacks and drinks for all employees.
Some Meals Provided
Klaviyo often surprises employees with free breakfast or meals and Free lunch on Wednesdays for all!
Happy Hours
Happy hours are hosted Once per week on Fridays!
Parking
There is a parking garage in the building.
Recreational Clubs
Fitness Subsidies
Klaviyo offers 3 months of subsidised gym membership.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $3000 for continuing education.
Diversity Program
Lunch and learns
Klaviyo hosts weekly Lunch and Learns.
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
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