Customer Operations Manager


Los Angeles, CA, USA

Full time

Business Operations

Aug 16

Genies is culture’s leading avatar technology company empowering humans to create their own avatar ecosystems. Genies provides tools (Genies Avatar Creator OS) that allows users to create their own avatars, avatar wearable fashion lines, avatar worlds, and avatar interactive experiences in web3. The company has 99% celebrity avatar market share through its partnerships with Universal Music Group and Warner Music Group as their “official avatar and digital goods NFT provider” with thousands of Genie creators including Justin Bieber, Migos, Cardi B, and J Balvin. Bringing the power of NFTs and crypto to culture, Genies’ avatar ecosystem NFT marketplace “The Warehouse” built with Dapper Labs, allows talent, IP, and creators to design and sell their avatar ecosystem creations (i.e. avatar fashion lines) to the masses. Genies has raised $200M from investors such as Silver Lake, BOND, NEA, and Breyer Capital.

Seated in our Los Angeles Headquarters, Genies is looking for a Customer Operations Manager to join our Operations team and act as the right arm to our Head of Operations role. As a Customer Operations Manager, you will lead all our Customer Ops related efforts and resources, manage processes to build alignment across various departments, partner in driving overall Customer Operations strategy and more. This is an opportunity to come in on the ground floor of Genies and specifically the Operations department. You’ll play a key role in our future evolution and help influence the effectiveness and efficiency of our operating model. The role will be looked to for filling a leadership role in identifying gaps, offering suggestions and executing solutions. 

What You'll Be Doing:

  • Build out the playbook for Customer Operations including but not limited to, support tiers, escalation protocols, support terminology, team processes, etc. 
  • Work closely with our security resources to ensure security protocols and contingency plans are in place and executed as needed
  • Partner with legal leadership to create a content moderation strategy and manage the team that will execute on said strategy 
  • Partner with Product & Engineering leadership to ensure that technical support escalation and resolution processes are in place 
  • Identify and create pivotal processes to communicate end user feedback to our Product & Design teams 
  • Be a key advocate and leader in our customer experience and journey with Genies 
  • Be at the helm of building out the org structure for our Customer Operations department 
  • Work closely with each Customer Ops team member on their growth plans and help them achieve their short- and long-term goals
  • Ensure that the Customer Ops processes are documented and always up to date 
  • Utilize an analytical mindset to identify efficiency opportunities 
  • Present new ideas, processes, and techniques for evaluation and implementation 
  • Partner with our PMO Leadership to strategize and implement a company wide CRM and ticketing system 
  • Ensure all Customer Operations are carried on in an appropriate, cost-effective way 
  • Expectations are not limited to the above and will evolve over time due to business needs 

What You Should Have: 

  • 3-5 years of People Management experience 
  • 3-5 years of Customer Ops leadership experience preferred
  • Proven work experience as Customer Operations Manager, Customer or Technical Support leadership, or similar role
  • Knowledge of building out a Customer Operations playbook from the ground up
  • Ability to understand and execute on how to support various customer cohorts
  • Excellent communication skills
  • Leadership ability
  • Outstanding organizational skills
  • Excellent written and oral communication skills
  • Ability to multitask and prioritize daily workload
  • Have a team mindset and the right attitude
  • Experience implementing new systems and/or tools to a team
  • Highly detail oriented/proactive/self-directed
  • Ability to deliver results on time and to the Genies standards
  • Ability to manage, communicate, and document operational processes effectively
  • Strong knowledge and subject matter expertise of all business goals and processes
  • Solution forward mindset
  • Out of the box thinking to achieve required outcomes
  • A high standard of attention to detail and ‘follow-through’
  • Knack for identifying gaps and areas of opportunities across support processes and systems 
  • Excited and motivated in an agile environment 

Here's why you'll love working at Genies:

  • You'll work with a team that you’ll be able to learn from and grow with, including support for your own professional development
  • You'll be at the helm of your own career, shaping it with your own innovative contributions to a nascent team and product with flexible hours and a work from home policy
  • You'll enjoy the culture and perks of a startup, with the stability of being well funded 
  • Comprehensive health insurance for you and your family (Anthem + Kaiser Options Available), Dental and Vision Insurance
  • Competitive salaries and 401K program for all full time employees 
  • Flexible paid time off, sick time, and paid company holidays, in addition to paid parental leave, bereavement leave, and jury duty leave for full-time employees
  • Health & wellness support through programs such as monthly wellness reimbursement 
  • Working in a brand new, bright, open-environment and fun office space - there’s even a slide! 
  • Choice of MacBook or windows laptop

Genies is an equal opportunity employer committed to promoting an inclusive work environment free of discrimination and harassment. We value diversity, inclusion, and aim to provide a sense of belonging for everyone.

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