CX Operations Manager
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Job Description
CX Operations Manager building operational infrastructure for Client Experience at Payabli. Leading initiatives in data analytics and partner health optimization in a remote role.
Responsibilities:
- Serve as the system administrator and super user of all CX systems and platforms — designing and configuring features that align with department KPIs and improve team productivity, accuracy, and efficiency
- Manage the CX tech stack — Lead SaaS evaluations, vendor selection, implement, and maintain the tools that CX teams depend on (CRM, ticketing, knowledge platforms, analytics, QA).
- Measure AI tool performance across CX — track impact, identify new use cases, and surface opportunities to expand AI-powered capabilities
- Stay informed of technological developments, best-in-class tooling, and new feature launches to inform CX system strategy
- Coordinate with Engineering, Product, and company Operations on cross-functional initiatives that impact CX tooling and workflows
- Document and maintain CX workflows and business processes and/or business process documentation across Partner Success, Client Support, and Technical Support, ensuring process documentation stays current as the organization scales
- Surface automation opportunities and process inefficiencies through data analysis, and implement approved solutions in coordination with CX leadership
- Evaluate CX processes based on operational data — identifying bottlenecks, manual work, and throughput constraints — and present recommendations to CX leadership for approval to build and implement solutions.
- Build and maintain automated dashboards and reporting for CX leadership — team performance, partner health, ticket trends, SLA compliance, and operational KPIs
- Build and maintain the data architecture and pipelines that connect CX activity to business outcomes, ensuring data is accessible and structured for analysis
- Generate data-driven insights for QBRs, executive reviews, and board-level reporting
- Analyze ticket trends, escalation patterns, and resolution data to surface product issues, process breakdowns, and resource gaps
- Deliver regular performance reporting that supports executive alignment and strategic planning
- Enhance and manage the partner health scoring methodology — ensuring scores are accurate, actionable, and consistently maintained across the partner portfolio
- Help build predictive churn and expansion models that enable proactive intervention by Partner Success Managers
- Monitor partner health indicators across the portfolio and flag at-risk accounts to CX leadership before issues escalate
- Build and maintain the data infrastructure required to analyze processing volumes, merchant concentration, approval rates, and revenue trends — ensuring the right data is accessible and structured to surface growth and retention opportunities
- Maintain the operational cadence of CX — recurring reports, metric reviews, process documentation, and operational housekeeping
- Execute on strategic initiatives directed by CX leadership — from new tool rollouts to process redesigns to cross-functional projects
- Coordinate cross-functional initiatives with Operations, Product, and Engineering that require CX operational input or alignment
Requirements:
- 5-8+ years of experience in CX operations, revenue operations, business operations, or analytics roles, preferably in payments, fintech, or B2B SaaS
- Proven track record of building dashboards, reports, and operational infrastructure that drive decision-making
- Strong analytical skills — comfortable with data architecture, trend analysis, and translating data into actionable insights
- Experience implementing and migrating CX tools and platforms (Preferably Intercom)
- Experience as a system administrator or super user of CX or support platforms (CRM, ticketing systems, analytics platforms) (Preferably Intercom)
- Proficiency with data and reporting tools — Excel/Sheets at an advanced level, plus experience with BI tools (Looker, Tableau, Metabase, or similar)
- Experience designing and optimizing workflows and processes in a fast-paced, scaling environment
- Strong communication skills — ability to present data clearly to leadership and translate operational needs across technical and non-technical teams
- Self-starter mentality with the ability to work independently, manage competing priorities, and build systems from the ground up
Benefits:
- Competitive salary
- Stock options with the potential to unlock more equity as we grow
- Flexible PTO and paid parental leave
- Medical, dental, & vision insurance
- 401K, HSA, pre-tax savings programs
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