Client Services Operations Manager

Tixr•Santa Monica, CA

96d

About The Position

We’re hiring a Client Services Operations Manager to partner with our VP of Client Services in transforming how Tixr delivers for clients. This role is equal parts builder, operator, and problem-solver. You’ll design the systems, processes, and data flows that allow our CS team to focus on what they do best — building trusted relationships with the world’s most ambitious event creators. This is a high-leverage role — you’ll be the operator behind one of the largest teams in the company, with direct impact on revenue, client retention, and scalability.

Requirements

3–6+ years in Client Service Ops, RevOps, BizOps, SalesOps or related operational roles ideally within SaaS or technology-enabled services organizations.
Deep passion for client experience and service excellence — you believe in top-tier service and know what world-class delivery feels like. You may even bring an operational background from a high-level services environment (hospitality, entertainment, luxury, etc.).
Strong systems thinker with hands-on ownership in HubSpot (or similar CRM), customer engagement tools (e.g. Intercom), and workflow automation platforms.
Proven ability to translate ambiguous problems into structured processes, playbooks, and measurable outcomes.
Data-fluent: Advanced Google Sheets/Excel, with exposure to BI platforms (exposure to Amazon Quicksight would be strongly preferred). You can design dashboards and reports that drive decision-making.
Comfortable working with executives and cross-functional leaders; can craft executive-ready presentations and narratives that influence strategy.
Builder’s mindset: you can balance tactical quick wins with long-term scalable design.

Nice To Haves

Technical background with the ability to engage deeply with tools, integrations, and automation.
Experience applying design thinking and systems thinking to improve processes and client experiences.
Background in operational excellence within high-growth or service-driven organizations.
Strong project management skills (PMP, Agile, or similar a plus) with the ability to drive cross-functional initiatives to completion.
Familiarity with customer health scoring models, churn analysis, and renewal/expansion forecasting - with a track record of improving KPIs (e.g. retention, NPS, product/feature adoption)
Experience with AI-enabled CS tooling (e.g., chatbots, AI-driven workflow automation) and how it integrates into CS Ops strategy.

Responsibilities

Stand up CS tooling, AI & automation, and workflows (HubSpot, Intercom, Notion, etc.).
Own tiering & SLA frameworks (design, recertification, reporting).
Build capacity & coverage models to inform hiring and resource allocation.
Develop scalable systems and templates for post-event reporting, case studies, and go-to-market enablement.
Drive data quality and documentation discipline across CS systems.
Act as the connective tissue between CS, Product, Sales, and Finance.