Senior Manager – Customer Operations

This is a fully remote position, open to applicants in Alabama, +28 more states.

📋 Description

• Define CX priorities, OKRs, and project plans, ensuring tasks are scoped, prioritized, assigned, and completed punctually.

• Design and consistently enhance scalable CX processes that alleviate friction for both customers and agents.

• Balance long-term enhancements with daily operational needs, adjusting priorities as necessary.

• Anticipate staffing and resource requirements, leading the cross-functional execution of the CX Operations and Education roadmap.

• Oversee the strategy and efficacy of the CX technology stack, which includes Zendesk, HubSpot, Assembled, Simplesat, Jira, ProsperStack, Pendo, Zapier, and internal tools.

• Ensure that systems, integrations, and workflows operate seamlessly together.

• Assess, implement, and promote the adoption of tools that enhance efficiency and customer experience.

• Create automated workflows and leverage AI-enabled tools to streamline agent support and eliminate manual processes.

• Maintain the integrity of customer data and ensure a reliable 360-degree view of the customer.

• Represent CX within cross-functional systems and data initiatives.

• Manage relationships with CX vendors, including renewals, contracts, and platform capabilities.

• Oversee CX reporting and forecasting related to retention by segment, CSAT, NPS, CES, and service levels.

• Convert customer data into strategic insights for leadership decision-making and quarterly board reporting.

• Analyze customer feedback and collaborate with Product, Marketing, Engineering, and Data Science to identify and mitigate product friction.

• Monitor and report on budgets, expenditures, and financial performance alongside CX senior leaders.

• Supervise Help Center documentation, AI-driven support initiatives, and in-app guidance.

• Lead customer and internal product education through webinars, training sessions, and documentation.

• Coordinate cross-functional readiness for new product features and launches.

• Oversee Customer Community initiatives for church leaders and users.

• Manage processes and coordination supporting CX-led cross-selling and upselling to subscription customers.

• Mentor, coach, and develop the CX Operations & Education team.

• Enhance CX operational maturity across processes, systems, metrics, and forecasting.

• Build trust and guide the team through operational enhancements and new methodologies.

• Report directly to the VP of Customer Experience.

⛳️ Requirements

• Minimum of 5 years managing business systems, integrations, or operational technology.

• Understanding of how platforms connect, exchange data, and facilitate business processes.

• Demonstrated ability to enhance operations, prioritize tasks, and lead cross-functional initiatives from planning to execution.

• Experience in leading, coaching, and developing team members.

• Willingness to travel 3–6 times per year.

• Stable work environment with a designated workspace and access to high-speed internet.

• Must be US-based and legally authorized to work full time in the US.

• Sponsorships are not available.

• Bachelor's degree in business, operations, communications, or a related field is preferred.

• Over 3 years of experience in SaaS customer operations, revenue operations, payments, or a similar technology-driven environment is preferred.

• Project management experience through formal training, certification, or practical application is preferred.

• Experience working in or serving churches or other mission-driven organizations is preferred.

🏝️ Benefits

• Health insurance.

• Dental insurance.

• Vision insurance for your family.

• 401(k).

• Paid time off.

• Sick leave.

• Parental leave.

• Fully remote work.

• Occasional travel a few times per year.

• Equal opportunity employment.