Built In
United We Tech.
Remote

VP, Customer Operations

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At Built In, the health, safety and well-being of our employees and of our communities is a top priority. Due to the effects of COVID-19, we have decided to manage our entire business remotely until further notice. HQ-based employees will temporarily work from home until it is safe to return to our office. As we continue to grow, we are excited to be hiring for all open roles and look forward to meeting with qualified candidates in a virtual setting. For anyone who joins our team (yay!), your onboarding experience will also be conducted virtually. Thank you for your interest in Built In and be safe! 

We are currently approved to hire this position in the following states AK, CA, CO, DE, GA, ID, IL, IN, MA, MI, MO, MT, NH, NY, TX, WA, VA. 

Hello, We’re Built In

Built In is on a mission to unite technology professionals with their purpose.  We do that through the power of content.  Today, over one million registered users and 4.5 million technology professionals use our platform every year to learn about innovative companies, new technologies and further their careers.

The caliber of audience we’ve cultivated means that over 1800 companies--from the hottest tech startups to Fortune 500 companies undergoing digital transformation-- trust us to share their employer brand story and fill the technology roles that drive their strategy.  

Because we can help employers find hard to recruit talent, our B2B side is thriving.  In addition our users are finding great jobs and advancing their careers and knowledge of the tech world with Built In. That means we are rapidly growing our product and technology footprint as we are committed to building the leading SaaS product for employer branding and talent activation.

With venture funding of $30M to date with a $22M Series C raise in 2019, we are poised to disrupt recruiting for hard-to-fill roles and help technologists find their dream jobs--in their city, around the country or completely remote. If you are looking for an award-winning culture, have a desire to help people find their calling  and want to be part of building best-in-class technology, Built In might fulfill your purpose.

We’re looking for a VP, Customer Operations (Chicago or Remote)

We are looking for somebody with the experience and the drive to build, manage and scale a best-in-class Customer Success Team. The VP of Customer Success will manage three teams: Customer Success, Technical Solutions, and Brand Studio

  • The Customer Success Management team you will oversee, interacts directly with our customers and operates as our product and platform experts. This team is a very important part of driving revenue for the organization and ensuring our customers see the expected results of their investment. 
  • Additionally, the Technical Solutions team oversees customer support, customer onboarding and operational and customer analysts. All of which are very critical to ensuring a smooth and optimal customer experience. 
  • The Brand Studio Team is comprised of writers, editors, and project managers collaborating each day to develop high quality branded content across our full product suite.

This leader will manage 2 Managers, and a Director that oversee these departments. Your team will work closely with Sales (New Business and Account Management), other internal teams and the customer directly. You’re a leader that is passionate about creating processes and workflows and working hand in hand with product to advise on product enhancements and additions.  Lastly, you’re a leader that puts both our people and the customer first. While Built In’s customer base is growing rapidly right now so is the CS Org. Because of that we are looking for someone that is excited about the challenge to balance scaling a customer experience while also focused on hiring and training as well as ongoing development and advancement.

How you’ll contribute

Built In is growing fast and this is an exciting opportunity to truly scale our customer solutions org. You will be responsible for the following focus areas:

  • Responsible for target attainment and overseeing strategies to achieve revenue goals
  • Manage 1 Director, 2 Managers and an org of 30 and growing!
  • Responsible for creating various KPI’s across the organization on a quarterly basis
  • Create best practices at scale to leverage Churnzero, Salesforce and other existing tools that will allow the business to better assess risk and opportunity as well as ensure a streamlined customer experience.
  • Identify gaps of inefficiencies and be responsible for building recommendations and solutions on what can be solved with people, process or technology.
  • Work collaboratively with various departments, including Sales (Account Management and New Business), Content, Revenue Operations, Marketing, Finance, Technology, Product and Design to ensure your team’s needs and the customer’s needs are being met.
  • Track, measure and report on fulfillment goals and production weekly, monthly, quarterly and annually out of Salesforce

What you need

  • 6+ years of Management Experience
  • Proven experience leading a Customer Success, Customer Solutions or Professional Services Team.
  • Track record of exceeding adoption or implementation goals. Bonus to have experience with a revenue target directly.
  • Experience identifying problems, prioritizing numerous projects, and effectively executing with limited guidance
  • Prior experience gaining adoption of an internal tool across the organization
  • Proactive focus on delivering an outstanding customer experience and drive to achieve successful customer and business outcomes
  • Self-starter who works well under pressure, has great judgment, and knows how to prioritize and handle multiple deliverables to meet tight deadlines

What We Value

We’re revolutionizing tech recruitment. So we question everything, because the best answers sit just to the right of a question mark. That’s our heritage as a disruptive company — as a company whose future depends on our capacity to innovate with a sense of drive, purpose and urgency. If you join Built In, you will work from this set of values:

  • Be Inclusive, Always. We’re committed to a culture where all people are respected, have a say and can be their whole selves. We will uplift and advocate for one another. Always.
  • Be Unreasonably Passionate. Our passion is borderline obsessive, and we’re ok with that. No one ever built anything great on a “meh.” We work with outsized passion to fulfill our mission.
  • Be Humble. You don’t have all the answers. Luckily, you don’t have to. Don’t worry about being right. Be humble instead. 
  • Stay Curious. Curiosity is a springboard to the future. It can transform the wisp of an idea into a breakthrough. We ask “what if.” We work with wonder. It’s how we innovate.
  • Lead with Solutions. Question everything. But offer solutions as you do. Raise issues. But propose a few answers. For every hole you poke, offer a way to patch it up. 
  • Own the Result. We have no time for blame or shame. When you stumble, own it, learn from it + get back to business. 
  • Do More. Do more than your job description. Take initiative. Take charge. No job is beneath you, and no job is too big. Be a leader and do more — do whatever it takes.

Be Inclusive, Always.

Research shows that women and other marginalized groups tend to apply to roles only when they check every point on a job description. We encourage you to apply if you meet the majority of qualifications and this role is aligned with your career trajectory. 

Built In is an equal employment opportunity employer.  Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

Built In is guided by principles of diversity, equity and inclusion (DEI). We are committed to this work over the long-term, but here’s some of what’s in place today:

  • We have five thriving ERG groups: Built In For The People, BuiltOut, United We Parent, Womxn United in Tech and Built In Tribe. 
  • We have a dedicated Director, HR + Inclusion who oversees our DEI roadmap, which provides our annual metrics, goals and initiatives. 
  • We are proud to be led by a female CEO and founder.

NOTE: BUILT IN NEVER CONTACTS JOB APPLICANTS VIA TEXT, MESSENGER OR OTHER SIMILAR APPLICATIONS. BE AWARE OF PHISHING AND SPOOFING SCAMS, BOTH VIA TEXT AND EMAIL. ONLY RESPOND TO EMAILS FROM BUILTIN.COM

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

What are Built In Perks + Benefits

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee-led culture committees
Day off for your birthday
Hybrid work model
Employee awards
Flexible work schedule
Remote work program
Our remote work program includes work from home- work remotely on occasion as needed.
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
We pay a really nice chunk of the cost of premiums for medical, dental, vision and disability.
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Wellness days
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Floating holidays
Company-wide vacation
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Built In has a fully stocked kitchen including unlimited snacks, coffee, cold brew on tap, tea and all of the flavored LaCroix you can handle.
Some meals provided
$10 towards lunch is provided Monday thru Thursday
Company-sponsored happy hours
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education stipend
We offer $500 annually for continuing education.
Continuing education available during work hours
Online course subscriptions available

Additional Perks + Benefits

We operate as a flat organization where everyone is responsible to self-manage and take ownership of their work. We are humble, hardworking, honest and fun. And we regularly debate office pets, take turns DJing and find time to celebrate our wins as a company.

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