Head of Client Operations

Funnel Leasing Inc., is hiring for a Head of Client Operations will lead and operationalize strategic initiatives and continuous process improvements that enable customer facing Funnel teams to scale and provide a best-in-class customer experience for Funnel clients. This role requires relationship development across all customer facing teams within the company, and cross-functional collaboration to deliver sustainable business outcomes. The ideal candidate is able to quickly identify and assess operational inefficiencies and common pain points experienced by Funnel customers. They will be able to take these business challenges that hinder company growth or productivity, and develop, propose, and implement projects to address these. The Head of Client Operations will work in a supportive role across many customer facing teams. They will also directly grow, manage and lead Funnel’s Support Team. Scaling this team through process, toolsets, and people will be this leader’s immediate priority. It is expected that this leader will interact with Funnel customers as needed to be effective in this area.

Why Funnel?

We are a SaaS company that centers our services on the renter experience. We develop amazing software that has revolutionized the #proptech industry. And did we mention we have an amazing team that is on #FunnelFire!? Oh, did we forget to tell you we have Uncapped Discretionary Time off, benefits that begin on your first day of employment, P.I.N.K. core values that ROCK, and our team puts the FUN in Funnel!

Employees may be eligible for various benefits. Generally, we provide employee access to:

• Health insurance
• Dental and Vision insurance
• Company paid Life/AD&D
• Long-term Disability insurance
• Short-term Disability insurance
• Term Life insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Retirement Plan - 2% company match
• EAP

In addition to these benefits, we also offer

• Remote-first
• Uncapped Discretionary Time off
• Sick Leave
• 13 paid holidays
• One time remote work stipend
• Employee recognition program
• Employee-led Groups (ELG’s)

Who is Funnel Leasing?

Have you ever rented an apartment and wished the process could be better? At Funnel we do too. We know we need to make the process of renting an apartment as easy as purchasing socks on Amazon. We’ve created cloud-based marketing and leasing software that delivers the ultimate rental experience for everyone involved in the process. We’re in the process of transforming the real estate industry through cutting-edge technology built, sold, and supported by the most passionate people you’ll meet.

Click here to learn more about Funnel and our innovative team members across the country. 

The Head of Client Operations essential roles and responsibilities include, but are not limited to the following:

Roles and responsibilities

• Customer Support Strategy: implement a customer support strategy that aligns with company goals and customer needs. Key areas of focus include - 
  • Define and manage hiring strategy 
  • Establish agent and team objectives, KPIs, and SLAs
  • Measure team performance and supervise day-to-day operations driving agent accountability 
  • Partner with the Professional Services, Value Engineering, Sales, Enterprise, Product, and Engineering Teams to ensure a high caliber of customer service 
  • Utilize data to provide feedback on trends impacting customers to ensure process improvements are implemented
  • Experiment, deploy, and measure alternate staffing models, communication channels, and/or processes to develop and sustain a high-performing team 
  • Elevate efficacy of agents through effective documentation, training, and toolsets that maximize individual productivity 
  • Establish Support as a highly competent and efficient team that can serve as a reliable advisor across all cases
  • Serve as customer escalation point for general support questions or challenges clients are facing. 
  • Grow and mentor a team of agents that can both efficiently work in ticketing queues, and be directly customer facing on phone calls when appropriate

• Cross-Functional Collaboration: develop and deploy internal processes that address the largest pain points across teams within the customer org. Examples include: 
  • Streamline go-to-market operations internally for new products or platform features, in partnership with Marketing, Strategy, and Product 
  • Identify areas of opportunity to enhance our implementation of existing systems, specifically SalesForce. Refinements should scale workflows to deliver a seamless customer journey from pre-sales to onboarding and through adoption. 
  • Organize and enact scalable processes that support recurring value engineering customer outputs such as business reviews.

• Documentation: support the organization in development of improved documentation that internally empowers and better educates Funnel’s internal teams to be more effective in their role. 
  • This can include producing documentation, as well as driving forward a culture and supporting frameworks that encourage the ongoing production of quality documentation.

• Operational Analytics: establish, manage, and aggregate key performance indicators across client operations.
  • Lead operational efforts for the Customer Org in defining, managing and measuring SLAs, both internally and contractually with Funnel customers. 
  • Monitor performance and provide recurring updates to leadership 
  • Develop ‘Voice of Customer’ recurring report that provides leadership team insights into Customer Health that departments can action upon.

• Travel: up to 20% travel may be required to train support staff and drive project success as needed.

Education, Work Experience, and Certifications

• 10+ years of applicable operations experience; industry-specific experience preferred 
• Experience leading and managing a Support team
• Familiarity in utilizing SalesForce, building system workflows, and extracting data insights.
• Experience in building workflows in SalesForce preferred. 
• Bachelor’s degree required; Master’s degree preferred

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Funnel, we are committed to building a proptech company that is as diverse as the multifamily industry we serve, and that means to not only live our inclusivity, but also to support and encourage it among all of society. If you are excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.

Equal Employment Opportunity

Funnel provides equal employment opportunities to all qualified individuals without regard to race, creed, color, citizenship, religion, national origin, age, sex, familial or marital status, pregnancy, military or veteran status, sexual orientation, gender identity or expression, genetic information, disability, or any other legally-protected status in accordance with applicable local, state, and federal laws, regulations, and ordinances.

Americans with Disabilities Act

Employees must be able to perform all essential job functions, with or without reasonable accommodation.

Job Responsibilities

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. Funnel may change the specific job duties with or without prior notice based on the needs of the organization.