Business Operations Manager

About the Role

We are seeking a dedicated Business Operations Manager who excels in fostering strong client relationships and spearheading business expansion. This position centers on creating and managing a scalable operating framework for our Business organization that spans multiple markets. Rather than managing local Sales or Client Success teams directly, you will ensure operational uniformity, quality, and effective execution across all markets by standardizing processes, documentation, and tools.

Key Responsibilities

• Design, document, and continuously refine processes utilized by Sales and Client Success teams in every market.
• Manage and enforce standard operating procedures, workflows, escalation routes, ensuring they are actively utilized and not neglected.
• Maintain comprehensive knowledge bases, playbooks, and onboarding materials for new Sales and Client Success employees.
• Govern CRM systems across markets to standardize pipeline and client data definitions, overseeing the end-to-end sales cadence and the transition from Sales to Client Success.
• Conduct regular compliance reviews with Country Managers to address any market-specific gaps.
• Develop and monitor KPIs related to Business Operations and Client Success, creating a consolidated dashboard to assess client health, retention rates, revenue risk, and initiative progress.
• Track and ensure timely action on operational insights, providing early warnings of risks along with recommendations.
• Lead the operational launch of new products and commercial endeavors by establishing requisite processes, pricing guidelines, documentation, and training prior to launch, confirming readiness, and supporting adoption post-launch.
• Define and enhance Client Success methodologies including account management, reviews, quarterly business reviews (QBRs), renewals, and escalation procedures.
• Oversee and improve the Regional Client Success team’s performance, maintaining visibility on retention risks with Country Managers and facilitating quality reviews to replicate best practices across markets.
• Collaborate closely with the Marketing team on projects intersecting Business Operations, CRM, and documentation tools like Notion.

Candidate Profile

• Demonstrated experience in business or revenue operations, especially roles covering multiple Southeast and/or North Asian markets.
• Established expertise in managing CRM systems, SOP creation, and process governance at a regional or multi-country scale.
• Proficiency with Client Success frameworks related to account health, retention strategies, QBRs, and direct team management.
• Exceptional skills in stakeholder engagement capable of influencing Country Managers and driving uniformity without formal hierarchical authority.
• A strategic and process-oriented approach adept at organizing complex, rapidly changing market environments.
• Comfortable navigating diverse cultures, languages, and time zones.
• Experience or familiarity with documentation applications such as Notion is advantageous.