Customer Success Operations Manager

Customer Success Operations Manager

Welcome to Fi. We're a passionate team from Square, Google, Peloton, Uber, and more working to transform the pet-human relationship. Our mission is to develop cutting-edge technology to revolutionize what it means to be a pet parent. The pet industry remains firmly stuck in the past and we are here to change that. Fi is leveraging our team's talent and expertise to improve the lives of the millions of pets in the U.S. Real-time location tracking, activity, sleep and behavior monitoring – and that's just the beginning. The most exciting aspect of our work? Bridging the communication gap between pets and humans. Imagine a world where everyone knows how their pets feels in real time and how to keep their best friend in good shape. That's the future we're building at Fi. If you're someone who thrives in innovative, collaborative work environments and feels strongly about helping pets live longer, better lives, Fi could be the perfect fit. Join us in our pursuit of the "impossible," or as we call it here "let me find a way," to redefine the future of dog ownership together.

Fi is looking for a Customer Success Operations Manager. The Fi Collar is the most advanced pet tracker on the market. But the experience doesn't stop there. Our Customer Experience team is on the frontlines—ensuring every pet parent feels supported, every problem gets solved fast, and every interaction builds lasting trust. We're looking for a Customer Success Operations Manager to elevate how our CX team runs. This role is all about structure, systems, and performance. From workforce planning to Zendesk optimization, you'll make sure our queues, tools, and people are set up to deliver at the highest level.

What You'll Do:

• Workforce Management: Own staffing models, forecasting, and scheduling to keep us ahead of demand.
• Leader on Duty Flows: Run real-time queue management and escalation paths to protect SLAs.
• Zendesk Optimization: Improve how we use Zendesk—building workflows, automations, and reporting that scale.
• People Management: Manage and develop a team of CX specialists and team leads.
• BPO & Vendor Management: Scale operations effectively through BPO partnerships and oversee vendor relationships to maintain quality and efficiency.
• Operational PM: Drive structure in meetings, assign ownership in Asana, and ensure follow-through on priorities.
• Tooling & Systems: Evaluate, implement, and optimize the platforms that power CX.
• CX for Connected Devices: Apply best practices for consumer electronics and/or IoT support, ensuring seamless experiences for hardware and app-based products.

What You Bring:

• 5+ years of experience in CX operations, workforce management, or technical support leadership, including managing support teams of 10+.
• Proven success with queue design, WFM platforms, and real-time ops management.
• Hands-on expertise with Zendesk (or similar CX tools) and the ability to improve how teams use them.
• Strong people leadership—you can motivate, coach, and hold teams accountable.
• Highly organized and detail-oriented; you can walk into a room, map the players, and create structure fast. A data-driven approach with experience forecasting, building capacity plans, and reporting on KPIs.

Why You'll Love Us:

• Time to Recharge: Flexible PTO to take the breaks you need.
• Top-Notch Health Coverage: Full medical, dental, and vision insurance.
• Wellness Perks: Free access to One Medical, Kindbody, and Talkspace.
• Give Back to the Pups: $500 annual donation to a dog charity of your choice through our BarkBack Program.
• Free Fi Membership: Your pup gets a Fi collar, on us.
• Love for Friends + Family: Share Fi with your pack through our gifting program.

$80,000 - $110,000 a year

The anticipated base salary range for this position is $80,000–$110,000. Actual compensation will vary based on multiple factors, including skills, experience, market conditions, and role scope, which may evolve during the hiring process. As a fast-growing Series B startup, Fi evaluates compensation opportunistically to align with the right candidate. This role is also eligible for equity compensation.

Fi is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Fi makes hiring decisions based solely on qualifications, merit, and our needs at the time.