Customer Operations Manager

Location: DC Metro Area
Duration: Full-time, Hybrid Role that would require 3ish days a week in office
Reports to: Head of Customer Success

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About Voyager
Voyager is building the intelligence layer for the world’s most complex data. Our platform handles the technical complexity that traditional search tools can’t, indexing and enriching massive volumes of data so teams can discover what they have, understand it in context, and act on it with confidence. You’ll be joining a company at the intersection of AI, search innovation, and geospatial technology, shaping how people understand the world around them. We’re a small, fast-moving team with big ambitions: to make data intelligence accessible and actionable for every organization.

 

Role Summary
Voyager Search is seeking a highly organized and proactive Customer Operations Manager to drive cross-functional execution and accountability across the customer teams. This role will report directly to the Head of Customer Success and will act as the connective tissue across Leadership, Account Management, Customer Success, Technical Delivery and Product & Development. They will be responsible for ensuring priorities are clear, tasks are tracked, and issues are resolved quickly. The ideal candidate is a hands-on operational driver: part project manager, part business operations partner, and part facilitator. They will thrive in an environment where structure and follow-through are needed, and will bring discipline, clarity, and focus to a team of talented but busy subject-matter experts.

Key Responsibilities

• Project & Task Management

  • Track and manage all priorities, tasks, issues and deliverables related to customer engagement and success plans.

  • Maintain up-to-date documentation of task status, dependencies, blockers, and ownership in shared systems (e.g., Notion, Jira, GDrive).

  • Communicate all priorities, tasks and issues to the customer teams and ensure accountability: follow up with task owners, drive deadlines, and flag risks early.

  • Identify issues across teams and bring the right people together to solve issues. Facilitate any needed internal collaboration required to move tasks and discussions forward.

  • Develop dashboards, trackers, and summaries to communicate progress and status to senior management.

  • Serve as the internal “taskmaster” for critical customer account; ensuring all internal contributors stay aligned, informed, and on schedule.

  • Run weekly internal customer meetings – create agendas, provide updates, flag issues, facilitate discussions, drive resolution of issues and identify and document next steps, DRIs and follow up to closure.

• Customer Engagement Support

  • Coordinate all internal and external customer meetings: schedule, agenda-setting, prep materials, content creation or consolidation, and post-meeting follow-up.

  • Ensure customer-facing deliverables and presentations are complete, accurate, and on time.

  • Track customer engagement metrics and feedback, summarize key insights, and share trends with senior leadership.

 

Qualifications

• 5+ years of experience in program management, business operations, customer success operations, or internal project management roles in a SaaS, technology, or government-focused organization.

• Proven ability to drive accountability across teams: comfortable holding peers and senior leaders to deadlines and deliverables.

• Demonstrated success in running complex cross-functional initiatives involving engineering, customer success, and leadership teams.

• Experience with project management and collaboration tools (e.g., Notion, Asana, Jira, ClickUp, Smartsheet, GDrive).

• Track record of proactive problem-solving and issue escalation:  identifies blockers early, convenes the right people, and drives resolution.

• Familiarity with customer success or federal program delivery a strong plus (e.g., managing deliverables and milestones for government clients).
   

You will also:

• Be exceptionally organized and detail-oriented; can manage dozens of moving parts, dependencies, and stakeholders simultaneously.

• Be skilled at translating strategic goals into structured action plans with clear owners, timelines, and measurable outcomes.

• Have strong meeting facilitation skills. You know how to set agendas, keep discussions focused, document next steps, and ensure follow-through.

• Have excellent written and verbal communication skills: you are able to synthesize complex updates into concise executive summaries or dashboards.

• Be very comfortable working with senior executives; confident giving direction upward when needed to keep initiatives on track.

• Have a proactive, ownership mindset: You anticipate needs, drive progress without being asked, and thrive in ambiguity.

• Have high EQ & change management skills.

• Be comfortable working in a fast-paced, iterative environment with evolving priorities.

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What Success Looks Like

• Priorities, deliverables, and action items related to customer engagement programs are clearly documented, assigned, and tracked in a shared system. No tasks “fall through the cracks.”

• Internal customer team meetings are efficient and outcomes-driven: every meeting produces clear next steps, DRIs, and follow-ups that are completed on schedule.

• Engineering, Product, and Customer Success teams are consistently aligned on priorities, timelines, and blockers. Issues are surfaced early and resolved collaboratively.

• All external customer meetings run smoothly, with polished materials, clear agendas, and timely follow-up. Voyager leadership feels confident the team is “on top of it.”

• Senior management has full visibility into program progress, risks, and resource needs via concise dashboards or reports maintained by this role.

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To apply, please send a resume and cover letter with examples of your work to jobs@voyagersearch.com

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We look forward to hearing from you and potentially welcoming you to the Voyager Search team!

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