Manager of Operations Strongsville, OH

Position Summary

Foundation Software, a rapidly growing, national provider of construction software and services, seeks a highly skilled, experienced Manager of Operations to join our growing Operations team. The Manager of Operations will oversee the configuration, optimization, and documentation of processes and systems within the overall operations team. This role requires a strategic thinker who can manage the operational aspects of customer success workflows, ensuring that internal systems and processes are aligned with the team's goals and best practices.

The Manager of Operations will be responsible for maintaining and improving documentation, driving operational efficiency, and ensuring smooth coordination between the customer success, support functions and other internal departments. This role includes management responsibilities, overseeing a small team focused on configuring and maintaining the systems and tools used by the operation department.

• Configure and maintain the operational systems used by the Operations teams (CRM, ticketing systems, knowledge bases, customer success platform, project management, etc).
• Develop, implement, and continuously improve workflows and processes to ensure the operations teams are efficient and scalable.
• Ensure that tools and systems (CRM, customer support platforms, etc.) are integrated and function cohesively to provide a seamless customer experience.
• Ensure data accuracy and consistency across systems, assisting with the generation of reports and dashboards to track key customer success metrics.
• Create and maintain comprehensive documentation for operation teams processes, ensuring clarity, consistency, and ease of access for team members.
• Develop, update, and enforce SOPs for various activities (e.g., onboarding, escalation handling, ticket resolution, at risk process, etc).
• Manage a small team of operations coordinators or specialists, guiding their professional development and ensuring they meet operational goals.
• Work closely with cross-functional teams (Customer Success Managers, Support Representatives, Sales, Implementation, IT, and Product) to ensure smooth processes and seamless handoffs.
• Set clear performance goals for the operations team, monitor progress, and provide constructive feedback.
• Lead initiatives to streamline and improve operations, utilizing feedback from customer-facing teams.
• Use data to identify inefficiencies, gaps, and opportunities for process optimization. Propose and implement solutions to improve performance and customer satisfaction.

• Bachelor's Degree in Business, Operations Management, Information Systems, or a related field.
• 5+ years of experience in operations, process management, or customer success.
• Strong experience in managing and configuring operational tools, customer-facing platforms, and internal systems.
• Deep understanding of process management and optimization, with the ability to translate complex workflows into clear, actionable steps.
• Proficient in configuring, managing, and troubleshooting customer success platforms and CRM systems. Comfortable using various software tools to analyze and manage data.
• Excellent written and verbal communication skills, with the ability to explain complex processes in a clear and concise manner.
• Strong analytical skills with the ability to identify issues, develop solutions, and implement process improvements.
• Exceptional attention to detail in managing systems, processes, and documentation to ensure accuracy and efficiency.
• Ability to collaborate with diverse teams (Sales, Product, IT, etc.) and drive alignment toward common goals.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Self‑motivated, proactive, and comfortable working independently while also being a strong team player.
• Focused on delivering results, with a solutions‑oriented mindset and a strong sense of accountability.

Benefits include paid vacation, paid holidays, 401(k) with match, tuition reimbursement, and medical, eye and dental coverage. Additional employee rewards include access to a full kitchen, free coffee, specialty flavors, soft drinks, snacks, a top‑notch workout facility, fitness classes, free personal training, and a game room with table tennis, foosball, video game systems. Employees also receive tickets to Cleveland sporting events, lunch and learns, and various appreciation events throughout the year.

Foundation Software is an Equal Opportunity Employer.