Head of Operations & Customer Success

Written Word Media is hiring a Head of Operations & Customer Success to oversee our online content creation and customer service teams.

This is a critical team leadership role for someone with experience managing high-output teams and driving exceptional customer outcomes. You will lead a team of 5–7 people who create thousands of pieces of media content each month while ensuring operational excellence and delivering measurable success for our customers.

Your Mission

Lead the day-to-day operations of five consumer-facing email newsletters, ensuring they are produced and delivered flawlessly, on time, every day. Think of yourself as the editor-in-chief of a small newspaper that’s all about books — responsible for managing people, processes, and workflows that result in high-quality, on-schedule content.

Drive operational excellence by optimizing systems, workflows, and resources to achieve scalability and efficiency. Collaborate with cross-functional teams to plan content, coordinate production, and meet business goals.

Champion customer success by leading a customer service team that delivers consistently high satisfaction ratings. Proactively engage with customers to understand their needs, resolve issues, and ensure they are achieving the full value of our products and services.

Work closely with the COO and other members of the executive team to align operational strategies and customer success initiatives with company objectives, contributing to the long-term growth and success of Written Word Media.

Provide Mentorship, Vision and Leadership to members of your team. You will inspire, coach, lead and everything in between. You will often act as a liaison between founders and your team, articulating their vision and proactively supporting it.

We Like to Work with People Who

• Score high on emotional intelligence and level-headedness
• Have strong integrity and do the right thing
• Believe direct, efficient communication is best
• Can easily transition between the details and the big picture
• Respect the creative class of independent authors
• Believe books are a force for good in this world

Here’s What You’ll Do

Operations

• Lead and develop a team of 5–7 Content Production Specialists, providing coaching, support, and training for team members.
• Forecast and assess team capacity, making sure work is properly assigned to the right resources.
• Recommend and implement strategies to achieve the right team composition (full-time, part-time, or contract).
• Create and maintain an editorial calendar for content production, coordinating with internal and external teams.
• Maintain our process-oriented documentation system, overseeing updates and ensuring accuracy.
• Manage and report on KPIs for your team, conducting problem-solving and root cause analysis when performance is off track.
• Leverage automation and innovative tools to streamline operations, reduce manual workload, and improve scalability.
• Use data and analytics to make informed decisions, optimize workflows, and drive continuous improvement.
• Collaborate with the executive team and other departments to launch new products and services that customers will love.
• Manage relationships with our content partners, keeping them updated on the status of partner operations.

Customer Success

• Lead the customer success function to ensure customers achieve their desired outcomes with our products.
• Oversee the customer service team, maintaining a consistent 9.8+ satisfaction rating.
• Build processes to proactively engage customers, identify their needs, and drive retention and loyalty.
• Coordinate author promotions, ensuring accurate, timely, and high-quality execution.
• Continuously improve the customer journey for both authors and readers, implementing best practices that increase satisfaction and long-term engagement.
• Plan and deliver curated events for customers — both virtual and in-person — that foster engagement, build community, and enhance the customer experience.

You’re a Good Fit If You

• Have significant experience in operations leadership and are comfortable managing remote employees.
• Love managing people, especially staff who are early in their careers.
• Are a collaborative and resourceful leader who is equally comfortable in strategic discussions and “in the trenches.”
• Have a passion for helping customers succeed and always put the customer first.
• Have excellent verbal and written communication skills, with the ability to share information clearly in asynchronous formats.
• Are an efficiency enthusiast who enjoys creating optimal processes for complex operations.

This is a full-time remote position with occasional in-person meeting time in Raleigh-Durham.

Company Overview

At Written Word Media our mission is to empower authors and publishers to reach their audience and help readers find their next great book. We operate multiple media brands that cater to different types of readers. We have a combined audience of over one million readers that receive email recommendations based on their genre and device preferences. Written Word Media has served over 45,000 authors, many of whom are independent. We pride ourselves in providing outstanding customer service and effective products and services. We value integrity, teamwork, focused effort, data-driven decision-making, and giving back to our community.

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