Customer Operations Launch Manager

About the role

The Customer Operations Launch Manager will act as the primary internal liaison to lead the launch of new SaaS products and services within Professional Services and Customer Support. Reporting to the Manager, Customer Care Launch, you will coordinate cross‑functional teams to define implementation strategies, develop launch tools, and ensure successful market‑ready introductions that maximize customer value and revenue.

Key responsibilities

• Plan, organize, and execute multiple solution or service introductions in partnership with cross‑functional teams.
• Create and manage launch plans that achieve defined goals and scalable execution.
• Lead the customer operations team in setting outcomes, performance metrics, and monitoring launch results.
• Drive efficiency in implementation processes, customer engagement, and professional service fee determination.
• Provide transparent analysis of risks, issues, and project performance, adjusting plans as needed.
• Prioritize projects, resources, and budget to balance business needs with technical constraints.
• Lead continuous improvement of launch processes to accelerate customer time‑to‑value and company time‑to‑revenue.

Required profile

• Proven track record managing multiple complex projects in a SaaS environment.
• Strong project‑management and business‑acumen skills.
• Ability to build effective cross‑functional partnerships and influence stakeholders.
• Excellent analytical skills with a focus on data‑driven decision making.
• Comfort navigating ambiguity and driving organizational readiness.

Required skills