Sr. Manager of Customer Operations

Department: Customer Experience

Employment Type: Full Time

Location: Remote - USA

Reporting To: VP of Customer Experience

Compensation: $95,000 - $125,000 / year

Description

Primary Responsibilities of the Role

• Establish CX priorities, OKRs, and project plans, ensuring work is scoped, prioritized, assigned, and delivered on time.
• Design and continuously improve scalable CX processes that reduce friction for customers and agents, favoring simplicity over complexity.
• Balance long-term improvements with day-to-day needs, adapting priorities as needed while keeping the organization on track.
• Forecast staffing and resource needs, and lead cross-functional delivery of the CX Operations and Education roadmap.

• Own the strategy and effectiveness of the CX technology stack, including Zendesk, HubSpot, Assembled, Simplesat, Jira, ProsperStack, Pendo, Zapier, and internal tools.
• Ensure systems, integrations, and workflows work reliably together; evaluate, implement, and drive adoption of tools that improve efficiency and customer experience.
• Build automated workflows and use AI-enabled tools to streamline agent support and eliminate manual tasks.
• Maintain customer data integrity and a reliable 360-degree customer view, representing CX in cross-functional systems and data initiatives.
• Manage CX vendor relationships, renewals, contracts, and platform capabilities.

• Own CX reporting and forecasting across retention by segment, CSAT, NPS, CES, and service levels.
• Translate customer data into strategic insights for leadership decisions and quarterly board reporting.
• Synthesize customer feedback and partner with Product, Marketing, Engineering, and Data Science to identify and reduce product friction.
• Partner with CX senior leaders to track and report on budgets, expenditures, and financial performance.

• Oversee Help Center documentation across Tithely products, AI-driven support initiatives, and in-app guidance, including Pendo resources, to improve self-service and help agents serve customers effectively.
• Lead customer and internal product education through webinars, training, and documentation.
• Coordinate cross-functional readiness for new product features and releases.
• Oversee Customer Community initiatives that engage church leaders and foster a thriving user community.
• Lead the processes, resources, and cross-functional coordination that support CX-led cross-selling and upselling to subscription customers.

• Lead, coach, and develop the CX Operations & Education team, establishing clear ownership, expectations, and accountability.
• Advance the CX organization's operational maturity across processes, systems, metrics, and forecasting, improving customer onboarding, retention, expansion, efficiency, and cost savings.
• Build trust and guide the team through operational improvements and new ways of working.
• Model servant leadership and foster a culture of ownership, accountability, and care for the churches we serve.

Qualifications

• Communicate Effectively: Listen attentively and adapt communication to diverse audiences across all levels of the organization.
• Be Action Oriented: Step up to handle tough situations and take ownership of operational challenges through resolution.
• Plan and Align: Establish priorities and plans that align team commitments with organizational goals.
• Ensure Accountability: Hold self and others accountable through clear ownership, expectations, and follow-through.
• Optimize Work Processes: Identify effective and efficient ways to get work done, continuously improving processes and systems.
• Bring a Strategic Mindset: Anticipate future needs and translate them into practical operational strategies.
• Lead Change Effectively: Build trust, bring people along through operational improvements, and navigate organizational change with strong relationship-building skills.
• Demonstrate Digital Fluency: Understand how technology, systems, integrations, and data flows work together to support business processes.

• 5+ years managing business systems, integrations, or operational technology, with an understanding of how platforms connect, exchange data, and support business processes.
• Proven ability to improve operations, set priorities, and drive cross-functional initiatives from planning through execution.
• Experience leading, coaching, and developing team members.
• Ability to travel 3–6 times per year.

•  3+ years in SaaS customer operations, revenue operations, payments, or a related technology-driven environment.
• Project management experience through formal training, certification, or practical application.
• Bachelor's degree in business, operations, communications, or a related field.
• Experience working in or serving churches or other mission-driven organizations.

• We are a fully distributed team (100% remote) with travel sometimes required a few times per year.
• A stable work environment with designated workspace and access to high-speed internet.
• US-based and legally able to work full time in the US. Sponsorships are not available at this time.
• Tithely is currently able to employ in the following states: AL, AR, AZ, CA, CO, FL, GA, IA, ID, IL, IN, KS, KY, MA, MI, MN, MT, NC, NE, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WV

Additional Information