Operations & Customer Success Manager

Bond is growing and seeking a dynamic Manager of Operations and Customer Success. This role is multifaceted, requiring an exceptionally organized, adaptable, energetic, collaborative, and self-starting team member that is also comfortable representing the company in customer-facing engagements.

What you'll do:

• Lead and Manage operations, ensuring goals are met on a daily and hourly basis and being positioned to assist agents and clients alike should a concern arise.
• Represent Bond to customers, partners, the public, government, and other external sources
• Establish short-range and achieving long-range objectives and strategies and drive action to achieve them in a member and subscriber-based environment.
• Develop and enhance processes to strengthen the Operations Framework
• Identify the training needs of others, developing formal developmental, training/mentoring programs, and teaching or instructing others
• Effectively evaluate situations, identify critical issues, and support team members in a high-intensity environment.
• Establish or suggest improvements to applications, ideas, relationships, systems, or contributions.
• Coordinate the creation of staffing solutions
• Identify and analyze trends and patterns and produce strategic reports, dashboards, metrics and presentation to Senior Leadership
• Coordinate the Work and Activities of Others to ensure results are Timely, Accurate, and Complete.
• Scheduling events, programs, and activities, as well as the work of others
• Employees will be exposed to sensitive data and must comply with all data privacy laws, regulations, standards and policy requirements.
• All other duties as assigned.

Required Skills & Experience

• Fluent in Hebrew and English, French or Spanish is also a plus
• 3+ years' experience representing an organization to large, enterprise customers, the public, government, and other external sources
• 3+ years of project management experience
• 2+ years of management experience in a restricted/controlled action environment (e.g., EMT, first responder, military, police, security)
• 2+ years of experience in client management / customer success
• Experience owning complex, high-availability/24x7 operations where service quality, response times, escalation management, and quality control are critical
• Demonstrated experience leading supervisors and larger, multi-layered teams
• Demonstrated success influencing and leading cross-functional initiatives across Operations, Customer Success, Product, Technology, Sales, etc.
• Experience developing KPIs, quality frameworks and management systems, and using data to drive organizational performance
• Proficient computer skills, including Microsoft Office, G-Suite, iOS, and Android
• Familiarity with principles and methods for curriculum, training, and associated measurements
• Ability to successfully complete a thorough background and reference check; must comply with all data privacy laws, regulations, and policies given exposure to sensitive data

Personal Attributes

• Strong critical thinking and judgment — proven ability to make high-impact decisions independently, with incomplete information and under time pressure
• Strong presentation and communication skills, including the ability to mediate conflict and navigate disagreements with tact and diplomacy
• Strong social perceptiveness and situational awareness
• High energy, high attention to detail, process-oriented, and professional

Nice to have

• Completion of a bachelor’s degree
• Military service (combat preferred)
• Demand planning, forecasting & scheduling

Total Rewards

As a high-tech security start up, efficiency is vital to the work we perform daily. As a result, we've built a workplace culture that respects your time, allows you to take ownership of your projects and find opportunities to lead in your day-to-day experience.

We’ve been thoughtful in our approach to benefits, rewards, and perks that will impact our team members holistically as we continue to scale and grow.

Why you should join us:

• You'll have the opportunity to support our members as they use our impactful and critical service.
• Complete meritocracy: we reward people based on their contribution to the mission and adherence to the Bond culture not on other factors.
• Competitive starting Salary for Full-Time positions, commensurate with geographic location and skills/qualifications, plus benefits and bonus potential – see below).
• Bonus for full-time team members.
• Stock option grants at a high growth startup.
• Generous time off and sick time benefits.
• Bond security services for you and your loved ones ($450 value per person)
• Growth and development opportunities to advance your career – as we grow as a startup, we strive to promote from within.
• Study fund
• Complimentary access to gym

About Bond:

Bond is a US based International personal security company that is revolutionizing Security with its novel paradigm of AI-Powered Preventative Personal Security.

Specifically, Bond operates as a pre-emergency Personal Security Companion/guardian, available to look after Bond members (end-users) when they are uncomfortable. Bond can detect anomalies/threats, engage to check on the members, calm them down, guide them, deter unwanted company and orchestrate first responders.

Bond’s mission is: personal security for all.

Bond is operational in 28 countries and growing.

The largest corporations in the world are adopting Bond for all employees (not just for executives, but also retail store employees, sales associates, drivers, home care nurses, etc.), cities and universities.

Watch this video

Bond combines cutting edge technologies and AI with 24/7 Bond Personal Security Agents who respond in seconds from Bond Command Centers around the world.

Bond is experiencing hyper growth and is seeking highly motivated, energetic team-members who want to be part of a mission and grow with the company and its highly meritocratic culture.

Bond advisors include leading security experts around the world, former heads of metropolitan and national police departments, heads of FBI and Secret Service, military special ops units, cyber security bureaus and more.

Come join the Bond mission.

Bond is an equal opportunity employer and values diversity at our company. All applicants will be considered without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, breastfeeding or other related medical conditions), sexual orientation, age, marital status, veteran status, or disability status.

Bond maintains a drug-free workplace and may perform pre-employment substance abuse testing and background checks, where permitted by law.