Operations Manager, Customer Success

Be yourself at Protolabs 

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification.  We are an equal opportunity employer, and we are committed to building a diverse team that feels they are valued in the workplace.  So do you feel you do not meet every single requirement but still intrigued? We encourage you to still apply!  You can help make our company even better.  We do not discriminate based on race, color, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself.  We strongly believe diversity makes for more successful teams. 

Why Protolabs? 

We are the leaders in digital manufacturing.  We hire doers, makers, and creative thinkers who tackle our roles with an entrepreneurial spirit.  Our culture is centered around meaningful work that brings new and innovative products to market at unprecedented speeds.  We are a diverse team that comes from all walks of life and take pride in our team who is smart, genuine, humble, and passionate about what we do.  It’s our people who fuel our creativity and make our culture feel like home. 

Join our team as a Operations Manager!

This is a hybrid role being onsite in Maple Plain, MN on Tuesday, Wednesday, and Thursday.

We are seeking a highly skilled and motivated Operations Manager on our Customer Success team. The ideal candidate will drive operational functions for the team, enhance process development, and foster cross-functional collaborations to ensure exceptional employee and customer experiences. As an Operations Manager, you will play a pivotal role in the evolution and implementation of strategic initiatives, supporting both our team's and company's growth objectives. 

• Lead and oversee operational functions for the Customer Success Organization (CSO) ensuring efficient and effective processes to meet strategic objectives. 
• Act as the primary liaison between the CSO and internal departments, including Product and Technology teams, serving as the voice of the team, escalating issues/bugs, and participating in new feature testing. 
• Develop, implement, and evolve processes to drive success in CSO activities, aligning with company goals and enhancing team efficiency. 
• Manage business integration efforts regarding network, factory operations, and strategic partnership changes, ensuring seamless transitions and operational alignment. 
• Oversee project management activities within the CSO, ensuring timely delivery and adherence to project goals. 
• Create and execute communication and change management plans to support process and technology changes effectively. 
• Work with partners in the CSO on training and process development initiatives, identifying gaps and implementing solutions for continuous improvement. 
• Collaborate closely with the Finance team to analyze data, dashboards, and performance metrics to enhance decision-making and business outcomes. 
• Analyze data and measure success factors to inform strategic decisions and improve customer satisfaction and team performance. 
• Build and maintain strong relationships with key organizational leaders, acting as a trusted partner in business evaluation, process improvements, and team initiatives. 
• Provide team leadership, coaching, and development opportunities to cultivate a high-performing team. 

• 5+ years of experience in operations management, preferably within a Customer Success or Customer Service environment. 
• 3+ years of leadership experience with experience managing and developing a team of exempt employees.
• 3+ years of process improvement experience.
• Strong leadership skills with a track record of developing high-performing teams. 
• Expertise in process development and project management, with an ability to manage multiple priorities effectively. 
• Excellent communication and change management skills. 
• Strong analytical skills with the ability to interpret data and drive strategic decisions. 
• Experience in cross-functional collaboration and relationship-building with key stakeholders. 
• Familiarity with data management tools and platforms, such as DOMO. 

• We offer a competitive total compensation package
• In addition, we offer competitive benefits including but not limited to:
• Health Insurance: Traditional OR High Deductible plan
• Flexible Spending Accounts
• Health Savings Account (including employer contributions)
• Dental and Vision
• Basic and Supplemental Life Insurance
• Short-Term and Long-Term Disability
• Paid caregiver leave
• You will receive PTO + Holiday Pay + Volunteer Hours
• 401k with company match and immediate vest
• Employee Stock Purchase Program with a 15% discount
• And More!

Proto Labs maintains ITAR-compliant operations in all of our United States based facilities.  Due to ITAR regulations, this role is only open to U.S. Citizens, lawful permanent residents (green card holders) or foreign nationals granted refugee or asylee status.  Individuals with temporary visas (e.g. E, F-1, H-1, H-2, L, B, J, TN or OPT) are not eligible for hire in this role.

Proto Labs, Inc. is an Affirmative Action / Equal Opportunity Employer

Physical Demands:

While performing the essential duties of this job, the employee is regularly required to sit; use a computer keyboard, monitor and mouse, telephone and printer; reach with hands, and arms, talk, see and hear.  The employee is occasionally required to stand, walk, stoop or kneel and must occasionally lift and/or move up to 25 pounds.

Work Environment:

Indoors (A/C); nonsmoking; the majority of this job function is performed in an office setting requiring normal safety precautions. However, there may be job duties that require the employee to spend time in the manufacturing areas exposed to machinery and noise; eye protection occasionally required. Occasionally works in outside weather conditions. Occasionally works near moving mechanical parts and in high, precarious places and is occasionally exposed to wet and/or humid conditions, fumes or airborne particles, toxic or caustic chemicals, risk of electrical shock and vibration. The noise level in the work environment is usually quiet to moderate.