Company Overview
CommerceIQ’s AI-powered digital commerce platform is revolutionizing the way brands sell online. Our unified ecommerce management solutions empower brands to make smarter, faster decisions through insights that optimize the digital shelf, increase retail media ROI and fuel incremental sales across the world’s largest marketplaces. With a global network of more than 900 retailers, our end-to-end platform helps 2,200+ of the world’s leading brands streamline marketing, supply chain, and sales operations to profitably grow market share in more than 50 countries. 10 out of the top 12 CPG brands work with us, including Coca-Cola, Nestle, Colgate-Palmolive, and Mondelez. We’ve raised over $200M from some of the top investors including SoftBank, Insight Partners, and Madrona. Learn more at commerceiq.ai.
We are seeking a dynamic and experienced Senior Manager - Product Operations to lead our Customer Operations and Onboarding. This role bridges strategy and execution — ensuring seamless customer transitions, efficient internal operations, and scalable systems that enable growth. You will work cross-functionally with Sales, Product, Customer Success, and Engineering teams to drive operational efficiency and deliver a world-class onboarding experience for customers.
Key Responsibilities
1. Customer Onboarding
- Lead the end-to-end onboarding process for new customers, ensuring timely implementation and adoption.
- Build, standardize, and continuously improve onboarding workflows, playbooks, and customer touchpoints.
- Collaborate with Sales and Customer Success to align expectations and ensure a seamless handover
- Develop and optimize operational processes across the customer lifecycle to improve efficiency, scalability, and customer outcomes.
- Design dashboards and reports to track operational KPIs, identify bottlenecks, and drive data-driven decisions.
- Partner with internal teams to enhance automation, documentation, and internal tooling.
- Manage and mentor a team of onboarding specialists, operations analysts, or project managers.
- Establish performance metrics, set goals, and foster a culture of accountability and continuous improvement.
- Drive cross-functional alignment to ensure operational excellence across all customer-facing teams.
- Identify and implement process improvements that enhance customer satisfaction and internal productivity.
- Partner with Product and Engineering to relay customer feedback and influence product roadmap priorities.
Experience & Qualifications
- 10-12 years of experience in SaaS operations and customer onboarding with at least 3-4 years in a leadership role.
- Proven ability to scale onboarding or operational teams in a fast-growing SaaS environment.
- Strong analytical and problem-solving skills, with proficiency in data tools (e.g., Excel, SQL, BI tools).
- Excellent communication and stakeholder management skills.
- Bachelor’s degree required
- Strategic thinker with strong operational discipline.
- Passion for improving customer experiences through process and technology.
- Comfortable working in a fast-paced, evolving environment.
- Collaborative leader who can build alignment across teams
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other category prohibited by applicable law.
Top Skills
What We Do
CommerceIQ is the leader in E-commerce Channel Optimization (ECO), the practice of using machine learning, analytics and automations to optimize the e-commerce channel across supply chain, marketing and sales operations to win at the moment of purchase and drive profitable market share growth.
Why Work With Us
CommerceIQ is building innovative products in a hot market, in a pre-IPO company with a bold vision, and with passionate colleagues who are collectively building a company for the long run. We have developed a culture to support our growth and deliver a unique employee experience with market competitive pay and exceptional benefits.
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