Yembo

Own and improve operational systems, manage remote QA teams, monitor SLAs, and collaborate cross-functionally to optimize performance. | 5+ years in operations or service delivery, experience managing remote teams, vendor management skills, and data-driven decision-making. | About the role Yembo is looking for a Senior Operations Manager (IC4) to own and continuously improve the operational backbone that supports high-quality, on-time delivery for our customers. In this role, you’ll be responsible for ensuring operational excellence across our QA function, vendor partnerships, and service delivery processes. You’ll work cross-functionally with Product, Engineering, Customer Success, and external partners to ensure we consistently meet (and exceed) customer SLAs for both quality and turnaround time. This role is ideal for someone who thrives in complex, distributed environments and enjoys building scalable, sustainable operational systems. What you'll do Own delivery outcomes for customer workstreams, ensuring high-quality and on-time execution across all accounts. Manage and develop our remote QA team, including performance management, capacity planning, and ongoing coaching. Own SLA performance, tracking and improving both turnaround time and quality metrics. Manage vendor relationships, including performance monitoring, escalation handling, and continuous improvement initiatives. Serve as the primary operational escalation point for delivery or quality issues, working cross-functionally to resolve root causes. Design, document, and maintain evergreen training materials for the QA team to ensure consistency, scalability, and rapid onboarding. Continuously identify operational inefficiencies and implement data-driven process improvements. Partner closely with Product and Engineering to provide operational feedback that informs roadmap and tooling improvements. Establish clear reporting and dashboards to track performance, trends, and risks across operations. Who we are looking for 5+ years of experience in operations, service delivery, QA management, or vendor management, preferably in a SaaS or technology-enabled services environment Proven experience managing remote or distributed teams. Strong understanding of SLA-driven operations, including quality assurance and turnaround time metrics. Experience working with third-party vendors and holding them accountable to performance standards. Ability to think systemically and build processes that scale while maintaining quality. Comfortable navigating ambiguity and balancing short-term execution with long-term operational improvements. Excellent written and verbal communication skills. Highly organized, detail-oriented, and data-driven in decision-making. Salary: $91,000 Benefits 100% Employer Covered Health Care Plan for you and your family (Medical, Dental & Vision) Retirement Plan (We offer a 401k with 4% company match) Life Insurance (Basic, Voluntary & AD&D) Paid Time Off (Unlimited Flex PTO, Flexible Sick Leave & 11 National Holidays) Parental Leave for both caregivers Annual Events & Meetups Work From Home (Fully Remote Team) Stock Option Plan If you’re excited by the idea of building systems that drive clarity, efficiency, and growth, and want to make an impact at a company redefining how property inspections are done, we’d love to meet you. If you don’t meet all the requirements but think you would be a great fit for our team, we’d still love to meet you and encourage you to apply!

Manage strategic accounts, ensure customer satisfaction, and identify growth opportunities. | 3-5 years in a customer-facing SaaS role, excellent communication skills, experience with CRM tools, ability to deliver engaging presentations. | About the role Yembo is looking for a Customer Success Manager (IC2) to drive long-term value and growth for our most strategic accounts. In this role, you won’t just manage relationships, you’ll own them. As a trusted advisor, you’ll partner with our clients to deeply understand their business objectives, ensuring they get maximum value from Yembo and become lasting advocates for our product. You will directly impact our company’s success by boosting customer retention, satisfaction, and loyalty. What you'll do Manage a complex portfolio of our largest, most strategic accounts. Own the end-to-end customer lifecycle, from onboarding to renewal and expansion. Serve as a trusted advisor, understanding customer business goals to proactively identify opportunities for Yembo to deliver enhanced value. Directly influence key business outcomes such as Net Revenue Retention (NRR), customer satisfaction, and overall account health. Be the “voice of the customer” and conduct regular business reviews to help increase usage, adoption, and value realization. Act as the primary point of escalation for technical or business challenges, working cross-functionally with our Product, Sales, and Support teams to find solutions. Proactively identify inefficiencies and propose data-driven improvements to our existing playbooks and processes. Develop and deliver engaging enablement sessions and presentations for customers, both in-person and virtually (e.g., via Zoom), ensuring clear communication of product features, best practices, and value propositions. Who we are looking for 3-5 years of experience in a customer-facing role, preferably within a SaaS company. Experience within the insurance or home services industry is a bonus. Ability to see beyond day-to-day tasks and contribute to team-level strategy and planning. You are a strategic problem-solver who enjoys navigating ambiguous and complex challenges to find clear solutions. Excellent verbal and written communication skills with the ability to articulate complex concepts clearly to a variety of audiences. Proficient with CRM software (e.g., HubSpot, Salesforce) and use it to manage customer interactions, monitor progress, and report on key metrics. Demonstrated success in delivering engaging presentations and business reviews, and facilitating effective enablement sessions for varied audiences, both in-person and virtually. Salary: $75,000 Benefits 100% Employer Covered Health Care Plan for you and your family (Medical, Dental & Vision) Retirement Plan (We offer a 401k with 4% company match) Life Insurance (Basic, Voluntary & AD&D) Paid Time Off (Unlimited Flex PTO, Flexible Sick Leave & 11 National Holidays) Parental Leave for both caregivers Annual Events & Meetups Work From Home (Fully Remote Team) Stock Option Plan Learning & Development Opportunities If you don’t meet all the requirements but think you would be a great fit for our team, we’d still love to meet you and encourage you to apply!