Manager, Customer Operations

About CarbonCure Technologies

CarbonCure Technologies is on a mission to make concrete a climate solution, reducing embodied carbon emissions in the built environment and transforming concrete plants into a worldwide network of carbon removal factories.

CarbonCure is scaling an integrated decarbonization platform, with hundreds of systems deployed across the global concrete industry, offering concrete producers a suite of hardware, software and services to reduce the carbon footprint of their concrete products, reduce their production costs and meet the surging demand for green building materials without compromising performance. CarbonCure injects captured CO₂ across the concrete manufacturing process, with commercialized solutions for ready mix concrete, precast concrete and reclaimed water. Upon injection, the CO₂ immediately mineralizes, becoming permanently embedded in the concrete and reducing the amount of cement needed.

Carbon XPRIZE Grand Prize winner, Cleantech 100 Hall of Fame Company and a category leader in low carbon concrete technologies and carbon removal, CarbonCure delivers a true win-win, with climate benefits for the world and economic benefits for concrete producers in one of the world's hardest-to-decarbonize industries. Investors include Amazon, Breakthrough Energy Ventures, Microsoft, Mitsubishi Corporation and Carbon Direct. The company's core values are innovation, sustainability, trust, high performance, collaboration and straight talk.

Our Culture

Our team is made up of energetic, entrepreneurial individuals who are passionate about driving meaningful solutions to combat climate change. Besides being dedicated to our mission, we believe in work-life balance and active involvement in our local community. We value integrity and accountability; and our core values include high performance, collaboration, straight-talk, and continued innovation. We don’t take ourselves too seriously, but we are here to change the world.

Purpose Driven Position

CarbonCure is on a mission to revolutionize the concrete industry. We are seeking a Manager of Customer Operations to project manage the digital transition of our customer base and to maximize usage of our suite of CO2 utilization technologies. Reporting to the Senior Director of Engineering, the Manager of Customer Operations will be involved throughout the entire customer success journey, from the successful competition of new customer onboarding through to contract renewal all while paving a path towards transitioning customers toward a low-touch, self-serve model for customer support.

This is a data driven and customer centric role that focuses on extracting and managing our customer’s data inputs, identifying actionable insights with the purpose of helping customers decarbonize their concrete products, and delivering these insights to both internal teams and our customers to provide a tactical approach to ensuring their success. Current initiatives include new customer onboarding through myCarbonCure, developing a customer service system to manage inbound communications and internal task delegation, validation of Carbon Dioxide Removal (CDR) credits for new and existing customers, and ongoing customer profitability analysis and customer management.

Maximizing the synergies and usage of our integrated platform is critical to the success of achieving our mission of 500MT CO2 reduction annually. The CarbonCure team is small, tight-knit and supportive, with emphasis on trust and independence. The digital team puts security and good coding practices at the forefront to ensure long term longevity of our digital assets and developer environment.

About you

You are known as a dynamic leader, and you are looking to make an impact. You are curious about the clean tech sector and how CarbonCure is helping to reduce the carbon footprint of the concrete industry around the world. Leading the introduction of our software solutions to the concrete industry appeals to you. Inspiring leadership, risk-taking, and dogged determination are your hallmarks. You are solutions oriented with a passion for being the voice of the user while leveraging the power of data collection and analysis to drive decision making.

What you’ll be doing

• Oversee and manage new customer onboarding through myCarbonCure with the ultimate goal of reducing time to first value for all new customers
• Help to design, develop, and rollout a centralized customer management system to improve internal efficiencies and customer retention
• Provide data visibility to internal customer facing teams (TSS, Sales, Research) with the intention of developing tactical plans to improve our customer’s profitability
• Work alongside PM of Customer Data (Olu) to help manage customer data inputs including the validation process of our CDR credit program
• Communicate directly with customers to understand their pains and to develop meaningful solutions. Act as a first responder for customer communications and develop strategies and procedures to build a scalable workflow that fits our customer’s needs
• Work alongside Special Project Engineer (Hannah) to develop proof of concept initiatives to further increase our customer’s profitability, see Alpha and Beta projects through to completion
• Partner with cross functional teams regularly to ensure alignment on initiatives and prioritization
• Monitor and track customer profitability and report key business metrics and insights to leadership, identify successful and unsuccessful initiatives to ensure the company is leveraging internal resources effectively
• Collaborate directly with our UXCX team and Product Managers to ensure the voice of the customer is maintained throughout our design and development processes

What you’ll need to succeed

• A passion for sustainability and addressing climate change
• Bachelor’s level degree or higher in a technical or business discipline (ie. engineering, project management, business administration, etc.)
• Minimum 2 years of related experience in a project management or similar role
• Excellent written and verbal communication skills, ability to communicate directly with customers to define their pains and develop meaningful solutions, as well as internal development and user experience teams to ensure software products align for user needs
• Experience in the concrete/construction industry
• Successful track record of managing people and systems that have resulted in positive improvements for a product or service
• Solid understanding of data analysis and how to derive actionable insights from large datasets
• Skilled in demonstrating the value of software products to garner both internal buy in and external user engagement
• Proven ability to influence cross-functional teams
• Ability to work independently as well as in a team setting
• Experience with a project management platform (ie. Atlassian, Asana) is an asset
• An understanding of agile software development is an asset

Work Environment

• Full-time position will be remote (main office located in Dartmouth, NS)
• Work with a high-functioning team dedicated to our customers and producing high quality output
• Hours are flexible, but a minimum of eight (8) hours per day Monday to Friday is required, with the possibility of additional time based on project and customer demand
• Fail fast mentality typical with start-up companies
• Participate in on-going discussions and contribute ideas that speak to project objectives like design, user experience, development, testing solutions, and tools

We are changing the world. We need you, so contact us.

Closing Statement

We would like to thank all applicants for their interest. Please note only those selected for an interview will be contacted. If you feel passionate about this opportunity and believe that you have the skills to excel in this role, apply! Or if this sounds like someone you know, please share this posting.

We want you to know that you can be a great candidate even if you don't fit everything we've described above. You can also have important skills we haven't thought of. If that's you, don't hesitate to apply and tell us about yourself. We are committed to fostering diversity in our organization and building an equitable and inclusive environment for people of all backgrounds and experiences. We're taking steps to meet that commitment. We especially encourage members of traditionally underrepresented communities to apply, including women, people of color, LGBTQ people, veterans, and people with disabilities.