Manager, Customer Operations

Bitsight is a cyber risk management leader transforming how companies manage exposure, performance, and risk for themselves and their third parties. Companies rely on Bitsight to prioritize their cybersecurity investments, build greater trust within their ecosystem, and reduce their chances of financial loss.
Built on over a decade of technological innovation, its integrated solutions deliver value across enterprise security performance, digital supply chains, cyber insurance, and data analysis.

• We invented the cyber ratings industry in 2011
• Over 3000 customers trust Bitsight
• Over 750 teammates are dispersed throughout Boston, Raleigh, New York, Lisbon, Singapore, and remote

Analytics and measurement
1. Metrics and KPIs:
○ Establish, monitor, and report on KPIs and operational metrics.
○ Use data-driven insights to identify opportunities for improvement and drive
performance.

2. Financial and Resource Management:
○ Develop and execute financial plans, including budget forecasting and resource
allocation.
○ Track bonus plans and goals to ensure alignment with team and company
objectives.

Process and operations
3. Operational Oversight:
○ Ensure timely and effective handling of team action items and follow-ups.
○ Manage PS renewal oversight and time tracking to align with business goals.
○ Maintain and update SKUs, ensuring accurate and effective documentation.
4. Standardization and Process Development:
○ Define and enforce operational standards and approaches across teams.
○ Implement and maintain tooling to optimize team efficiency and collaboration.
5. AI initiatives & Tooling
○ Own and drive the tooling decisions to make sure the teams are equipped with
state of the art solutions to help make every individual mode effective
○ Drive scalability in the service delivery across all teams

6. Quality Assurance and Training:
○ Implement and monitor PS QA processes to ensure service excellence.
○ Develop and oversee training programs to upskill team members and ensure
consistent standards.

7. Customer and Stakeholder Engagement:
○ Facilitate cross-team customer feedback to improve quality, customer
satisfaction, and delivery.

Qualifications:

• Proven experience in operations management, preferably within support, professional services, or technical environments.

• Strong leadership and team management skills.

• Exceptional organizational skills with the ability to prioritize and manage multiple tasks.

• Proficiency in tracking metrics and KPIs, with a data-driven approach to decision-making.

• Experience with financial planning, budgeting, and resource management.

• Excellent communication and interpersonal skills, with the ability to work collaboratively across teams.

• Familiarity with tooling and processes related to time tracking, QA, and customer feedback.

Preferred Skills:

• Experience in hiring and team development.

• Ability to manage and influence cross-departmental initiatives.

Diversity. Bitsight is proud to be an equal opportunity employer. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability.

Culture. We put our people first. Bitsight offers best in class benefits. We devote the same energy to nurturing our company's inclusive culture as we apply to serving our customers' needs. Working at Bitsight will give you the opportunity to fulfill your professional goals and expand your skills.

Open-minded. If you got to this point, we hope you’re feeling excited about the job description you just read.  Even if you don’t feel that you meet every single requirement, we still encourage you to apply.  We’re eager to meet people that believe in Bitsight’s mission and can contribute to our team in a variety of ways.

Additional Information for United States of America Applicants:

Bitsight also provides reasonable accommodations to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email recruiting@bitsight.com. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications.

Qualified applicants with criminal histories will be considered for employment consistent with applicable law.

This position may be considered a promotional opportunity pursuant to the Colorado Equal Pay for Equal Work Act.

The anticipated hiring base salary range for this position is US$130000 to $150000 annually for US-based employees.  This range reflects the minimum and maximum target for new hire salaries for the position across all US locations, is based on a full-time work schedule, and is Bitsight’s good faith estimate as of the date of this posting.  Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.In addition to base salary, this role is eligible for participation in a bonus or commission plan and an equity grant.  Bitsight also offers a competitive benefits package, including but not but limited to medical, dental, and vision insurance; paid parental leave; flexible time off; a 401(k) plan with employee and company contribution opportunities; life and disability insurance; and tuition reimbursement.