The role
We're looking for a senior, hands-on leader to own the success and operational performance of a diverse portfolio of clients.
The role brings together customer success, commercial ownership and operations. You'll work close enough to clients to understand what drives their success, connect patterns across the portfolio, and turn those insights into changes in how we onboard, deliver, organise teams and use technology.
Our service model is evolving across people-led, technology-enabled and AI-supported services. You'll need to operate effectively in that ambiguity: run what exists today, challenge what isn't working, and build better ways of operating as we learn.
You'll be equally comfortable getting deep into an individual client problem and stepping back to ask what it tells us about the broader system.
What you'll own
- Client and portfolio performance. Understand what clients need, identify patterns and intervene where customer outcomes, retention or economics need to change.
- Operational delivery and improvement. Keep day-to-day delivery moving while improving the processes, systems and ways of working behind it.
- Commercial performance. Understand customer value, cost to serve, retention and margin, and use that perspective to make better client and operational decisions.
- Scalability and technology. Challenge complexity, handoffs and manual work. Use better process, systems, automation and AI to solve problems and support scale.
- Client onboarding and growth readiness. Work across Growth, Delivery and HR to make onboarding repeatable and ensure workforce, hiring and capacity plans anticipate demand.
- Organisation and capability. Design the organisation around what the portfolio needs, select and develop strong people, build leverage through your team, and question structures that no longer fit.
- Cross-functional execution. Work across Growth, HR, Product, Technology and senior leadership to resolve dependencies and move decisions into action.
What we're looking for
We're open-minded about where you've built your experience. You might come from Customer Success, Customer Operations, managed services, technology-enabled services, scale-up operations, Business Operations or BPO/service delivery.
The common thread we're looking for is end-to-end ownership. You've had to understand a customer or business problem, understand what's really causing it, decide what to do, implement the change and live with the consequences.
We're looking for:
- Critical thinking and judgement. You absorb complex and sometimes contradictory information, find the signal and reach a view without waiting for perfect information.
- Ownership and pace. You take problems through to resolution, keep things moving and close loops.
- Operational depth. You understand how work actually gets done and can move comfortably between the detail and the bigger system.
- Commercial judgement. You understand customer value, retention, cost and margin and can make sensible trade-offs between them.
- Systems thinking. You connect individual problems to broader patterns and redesign the underlying process or system where needed.
- Technology fluency. You are comfortable using modern systems, automation and AI and can see practical opportunities to apply them to operations.
- Influence. You can absorb different perspectives, challenge constructively, make a persuasive case and create alignment across functions.
- People judgement and organisation design. You can assess capability, select and develop people, delegate meaningful ownership and design teams around the work that needs to be done.
- Leadership experience. You've managed senior individual contributors or a team of leaders. Experience managing managers is highly advantageous.
- BPO or outsourced customer service experience is useful, but not required. Product experience is also useful, particularly if you've worked at the intersection of customer problems and service design.
- We care more about the quality and complexity of the problems you've owned than the size of the organisation you've managed.
This role may suit you if...
You like getting to the bottom of messy problems and making sense of competing signals.
You can spend one hour working through the economics and customer experience of an individual account, then use what you learned to question something about the broader operating model.
You naturally look for patterns. When the same problem appears twice, you want to understand what in the system is allowing it to happen.
You make decisions, test ideas and adjust as you learn. Ambiguity doesn't become a reason to leave decisions sitting unresolved.
You enjoy building through people while remaining a strong individual contributor yourself.
Why Influx
Influx provides customer support for brands and technology companies around the world, 24/7.
We're a fully remote, global company, with more than 1,000 people working across 15+ countries. This role is based in Indonesia, working with colleagues and clients across multiple countries, cultures and time zones.
You'll have:
- Genuine global exposure, working across an international client portfolio and distributed teams.
- Fully remote work from Indonesia, in a company that has operated remotely for more than a decade.
- Broad scope and meaningful ownership, spanning clients, operations, commercial performance, people and technology.
- Direct access to senior leaders and the opportunity to influence decisions across Delivery, Growth, HR, Product and Technology.
- Room to shape how we operate, as our service models continue to evolve across people, technology and AI.
If you enjoy owning complex customer and operational problems and turning what you learn into practical change, we'd like to hear from you.
