Back to jobs
New

Customer Operations Manager (Internal Candidates Only)

US - Remote

About StarRez 

StarRez is the global market leader in student housing software and residential community management.  Our cloud software solutions serve 1,300 institutions, in 25 countries, with over 3 million beds.  With a customer satisfaction score of 99%, many of the most prestigious Universities, Colleges and Property Managers across the globe rely on StarRez to transform their student residential experience.  Along with the recent combination of Adirondack Solutions, Seattle Technology Group, RMS, and CollegePads, this growing scale enables even greater opportunities to expand community value through our product capabilities and services.  We provide opportunities for students and residents to Thrive!

The Role 

The Customer Operations Manager will be responsible for the operational efficiency and effectiveness of the Customer Operations team. In this role, you will focus on streamlining processes, ensuring data accuracy, optimizing workflows, and maintaining key operational tools and documentation. The ideal candidate will be highly organized, data-driven, and passionate about improving team efficiency and customer outcomes. 

 

Role Specifics 

  • Work Location: US - Remote 
  • Travel: 10-20% [The percent of travel is an estimation, and it could vary up or down based on business needs throughout the year.] 
  • Reporting Structure: Reports to the Chief Customer Officer
  • Compensation Structure: In addition to the base salary listed below, this role is eligible for a bonus based on performance. 

Application Deadline:  This role will accept applications until August 13, 2025, unless otherwise posted. 

 

What You Will Own 

  • Heal Desk Operations: Oversee the operational processes of Heal Desk, ensuring streamlined workflows, alignment with Sales strategies, and adherence to Revenue Ops procedures. 
  • Renewals Data Loads & Forecasting: Manage data accuracy and forecasting related to renewals to support revenue retention and strategic planning. 
  • Churn Reporting, Modeling & Forecasting: Maintain and refine operational processes for churn data analysis, modeling, and reporting. 
  • SOP & Wiki Documentation: Oversee the development, maintenance, and continuous improvement of standard operating procedures (SOPs) and knowledge base documentation to support team efficiency and onboarding. 
  • Customer Health Analysis & Strategy: Manage the operational aspects of customer health reporting and strategy execution for all platforms. 
  • Process Automation & Efficiency Improvements: Identify opportunities to automate manual processes within Customer Operations, leveraging existing enterprise tools, AI-driven insights, and/or newly identified workflow optimization tools. 
  • Operational Metrics & KPIs: Assist with tracking and alignment of Key Performance Indicators (KPIs) for Customer Operations, ensuring data-driven decision-making and continuous improvement. 
  • Change Management & Training: Lead change management efforts when rolling out new processes, tools, or policies within the Customer Operations team to ensure smooth adoption and minimal disruption. 

 

Required Qualifications 

  • 5+ years of experience in Operations, Customer Operations, or a related field within a SaaS environment. 
  • Strong analytical and process optimization skills, with experience in operational data modeling and reporting. 
  • Proficiency in Salesforce, monday.com, and other operational tools; experience managing system backlogs preferred. 
  • Experience with knowledge management systems, SOP development, and process documentation. 
  • Proven ability to drive operational improvements, manage multiple projects, and set strategic priorities. 
  • Excellent communication and leadership skills to engage stakeholders at all levels. 
  • Passion for operational excellence and continuous process improvement. 

 

US - Salary Range

$100,000 - $110,000 USD

Create a Job Alert

Interested in building your career at StarRez? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in StarRez’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.