CX Operations Manager (EMEA)

IGEL•Fort Lauderdale, FL

2d•Remote

About The Position

THE ROLE: The CX Operations Manager is responsible for supporting and optimizing the operational execution of the Customer Success and Renewals organizations. This role focuses on driving renewal performance, improving operational efficiency, and delivering data-driven insights that enable predictable retention and expansion outcomes. The CX Operations Manager partners closely with Customer Success, Renewals, Sales, Finance, and IT to analyze performance, identify opportunities, improve processes, and ensure systems and reporting effectively support the customer lifecycle.

Requirements

3–5 years of experience in CX Operations, Renewals Operations, Sales Operations, Business Analytics, or a similar role in a SaaS or technology environment.
Strong proficiency in Microsoft Excel and PowerPoint; able to analyze data and present insights clearly and effectively.
Hands-on experience with Microsoft Dynamics CRM and ServiceNow, particularly in support of renewals and customer workflows.
Strong analytical skills with high attention to detail and the ability to synthesize complex data.
Experience building dashboards and reports using Power BI or similar data visualization tools.
Excellent written and verbal communication skills; comfortable tailoring messaging to different audiences.
Proven ability to manage multiple priorities and operate effectively in a fast-paced environment.
Bachelor’s degree in a business, technical, or analytical field (or equivalent experience).

Responsibilities

Analyze customer, renewal, and expansion data to identify risks, opportunities, and actionable insights.
Support renewal execution by partnering with Customer Success, Renewals, and Sales teams to ensure renewal targets are planned, tracked, and delivered
Maintain and improve on renewal forecasting, pipeline reporting, and performance dashboards for operational and executive audiences.
Identify and drive process improvements to increase renewal efficiency, reduce churn risk, and improve customer experience.
Manage multiple concurrent initiatives and drive projects to completion with minimal oversight.
Partner cross-functionally with Finance, Sales Operations, IT, and other operations teams to align data, systems, and processes.
Provide Dynamics and ServiceNow operational support and training for Customer Success and Renewals teams.
Partner with IT to understand new system capabilities and enable teams to effectively adopt enhancements.

Benefits

Health, dental, vision, and prescription benefits (employee premiums covered by IGEL)
11 company-paid holidays per year
18-22 days of PTO per year (18 days in year 1, 20 days starting in year 2 and 22 days after 5 years of service)
Sick time of 10 days per year, with rollover of unused days
401(k) plan with 100% company match
Paid maternity and paternity leave
Monthly home office allowance
Remote working opportunities and flexible working times, so you can combine your demanding work with your personal goals
Employee Assistance Program (EAP) and Financial Wellness tool
Company-paid life insurance policy, long-term disability (LTD), and short-term disability (STD) coverage
Wellbeing apps, including Rightway, Headspace and Wellhub
Training and development opportunities to advance your career
President’s Club for the highest performing salespeople and overachievers
An amazing culture powered by a workplace run on trust, empowerment, and feedback with a positive, inspiring working atmosphere
A highly motivated team that is already looking forward to your support in developing strategies and achieving common goals, together with you!