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Operations Program Manager

San Francisco, USA

Who Are We?

Postman is the world's leading collaboration platform for API development. Postman's features simplify each step of building an API & streamline collaboration to help create better APIs—faster. More than 35 million developers & 500,000 organizations worldwide use Postman today. After receiving Series D funding in 2021 & releasing our biggest & best version ever of Postman in September 2022, we continue to strive humbly towards our mission of 100 million connected developers & serving companies as they seek to innovate in an API-first world. 

P.S: We highly recommend reading The "API-First World" graphic novel to understand the bigger picture & our vision at Postman.

The Opportunity: 

We are seeking a detail-oriented and strategic CX&S Operations Program Manager to drive the operational excellence of our Customer Experience and Services team. This role will focus on building, optimizing, and scaling the processes, systems, and tools that support our Customer Experience team in delivering exceptional value to our customers. You will collaborate cross-functionally with teams across Product, Sales, Marketing, and Data to ensure that CX&S has the infrastructure and insights needed to grow customer relationships and reduce

What You'll Do:

  • Process Improvement & Optimization: Design, implement, and optimize scalable processes that enhance the productivity of the CX&S team.
  • Procese Operationalization: Work closely with the CX&S Systems Manager of the design, testing, deployment, and continuous improvement of processes in the customer success platform and other CX&S tools
  • Data & Analytics: Build and maintain robust reporting frameworks to track key customer success metrics, such as customer health, product usage, renewals, and churn rates. Provide insights and recommendations to CSMs and leadership.
  • Cross-Functional Collaboration: Partner with Product, Sales, and Marketing to ensure alignment and effective communication between CX&S and other departments. Ensure Customer Success feedback is integrated into product development and customer engagement strategies.
  • Program Management: Drive key CX&S initiatives and projects, such as onboarding improvements, customer lifecycle management, and adoption campaigns. Ensure timely execution and measurable impact.
  • Training & Enablement: Work with the CX&S leadership to ensure teams have the right training and resources to effectively manage customer accounts and utilize internal tools and data.
  • Strategic Planning & Roadmap: Collaborate with leadership on the strategic roadmap for Customer Success operations, identifying opportunities for innovation, growth, and improved customer outcomes.

Qualifications:

  • Experience: 5+ years in Customer Success, Operations, or Program Management roles, preferably within a SaaS or technology company.
  • Skills:
    • Strong operational and project management skills, with a track record of driving cross-functional programs.
    • Experience with customer success platforms (e.g., Gainsight, Totango) and CRM tools (e.g., Salesforce).
    • Data-driven mindset with the ability to analyze and act on customer insights.
    • Ability to work in a fast-paced environment, managing multiple initiatives simultaneously.
    • Excellent communication and collaboration skills to work effectively across teams.
  • Education: Bachelor's degree in Business, Marketing, Operations, or a related field. MBA or advanced degree is a plus.
  • Preferred:
    • Experience scaling customer success operations in a growing company.
    • Familiarity with tools and methods for driving customer retention, adoption, and lifecycle management.
    • A passion for improving customer outcomes through operational excellence.

Our Values

At Postman, we create with the same curiosity that we see in our users. We value transparency & honest communication about not only successes, but also failures. In our work, we focus on specific goals that add up to a larger vision. Our inclusive work culture ensures that everyone is valued equally as important pieces of our final product. We are dedicated to delivering the best products we can.

What Else?

This is a hybrid role based in the San Francisco Bay Area & the reasonably estimated salary for this role ranges from $110,500 to $130,000, plus a competitive equity package, and a flexible schedule working with a fun, collaborative team. Enjoy full medical coverage, unlimited PTO, and a monthly lunch stipend. (Yes, seriously. We want you to eat well wherever you’re at.) Plus, our wellness program will help you stay healthy from your location with fitness-related reimbursements. Our frequent and fascinating virtual team-building events will keep you connected, while our donation-matching program can support the causes you care about. We’re building a long-term company with an inclusive culture where everyone can be the best version of themselves, and we want you to be part of it. 

Equal Opportunity

Postman is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Postman does not accept unsolicited headhunter and agency resumes. Postman will not pay fees to any third-party agency or company that does not have a signed agreement with Postman.

Postman will consider for employment qualified applicants with arrest and conviction records where directed under applicable law, such as pursuant to the San Francisco Fair Chance Ordinance.

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