Program Manager - Sales Operations

Veo is a global leader in AI-based sports camera technology. Our innovative, fully automatic camera solution enables sports teams to record matches and training sessions without a camera operator. We’re democratizing the world of sports by granting video analysis for teams on all levels—a privilege that used to be only for the few. More than 40,000 clubs in 90+ countries record their games every week. Growing as fast as we do in Veo means that every day is different, exciting, and challenging, both on the front line and in the back office. But that’s not the most remarkable thing about us. The coolest thing is our people. We’ve attracted some of the brightest minds in the industry. They are the reason we can create a great product and do it while enjoying ourselves. We’re seeking a Program Manager for Sales Operations to join our Customer Success, Care, and Data team. If you are enthusiastic about supporting our customers and driving growth through customer experience, you might just be the right person.

KEY RESPONSIBILITIES

• Document existing customer care processes, including workflows, standard operating procedures (SOPs), and escalation paths, for tickets regarding order inquiries and return requests.
• Identify gaps and inefficiencies in current processes and propose improvements to enhance operational efficiency and customer satisfaction.
• Collaborate with cross-functional teams to ensure alignment of customer support processes with business objectives and customer needs.
• Implement quality assurance measures to monitor process adherence and identify opportunities for optimization.
• Develop and deliver comprehensive training programs for new customer support team members, covering product knowledge, communication skills, and problem-solving techniques.
• Collaborate with internal stakeholders to facilitate cross-functional training initiatives and promote a culture of continuous learning and development.
• Establish and maintain a knowledge base of guides, tutorials, and frequently asked questions (FAQs) to assist customer care representatives in resolving tickets efficiently.
• Monitor ticket trends and customer feedback to identify areas where additional documentation or resources may be needed.

WHAT WILL MAKE YOU STAND OUT?

• Proven experience in customer support operations, process documentation, and optimization, preferably in a consumer electronics or e-commerce environment.
• Strong analytical skills with the ability to identify process gaps, root causes of customer issues, and opportunities for improvement.
• Proficiency in customer relationship management (CRM) platforms, helpdesk systems, and knowledge management platforms.

WHAT WILL MAKE YOU SUCCESSFUL?

• You thrive in a fast-paced working environment that comes with uncertainties and surprises.
• You are an expert communicator, both verbal and written.
• You come with comprehensive customer service skills and a thorough understanding of our products/services.

At Veo, you'll be part of a thriving work environment where every day brings new excitement. Our rapid growth ensures a diverse and ever-changing atmosphere. We believe in work-life balance and providing a positive culture that allows you to thrive personally and professionally. Our Copenhagen office mirrors our innovative technology – with an indoor ball court, rooftop terrace, and well-equipped gym. We have created a facility that supports connecting disciplines across the business, facilitates creative thinking, and gives the space to engage with colleagues, our global partners, and the entire Veo community. Diversity and differences are valuable assets for us. We value diversity and inclusion and welcome people from all backgrounds. If you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. We’re committed to building a diverse, inclusive, and authentic workplace. And you may be just the right candidate for this or other roles. Still interested? Join us at Veo and become a part of a team that delivers greatness and has a great time doing it. We will invite for interviews continuously, so apply with LinkedIn or your resume as soon as possible.