Manager, Commercial Operations & Governance

Everpure•Santa Clara, CA

3d•$153,000 - $230,000•Onsite

About The Position

This role is within the Monetization organization and focuses on leading the Customer Satisfaction (CSAT) Center of Excellence. The objective is to transform how customer success is measured and optimized. The position involves establishing strategic governance frameworks for CapEx and subscription workflows to ensure operational rigor and derive actionable customer insights. Collaboration with various departments like Business Intelligence, Legal, Finance, Customer Experience, and Customer Success is key. The role holder will be the primary decision-maker for resolution strategies impacting global retention and monetization growth.

Requirements

Proven ability to manage, coach, and scale analytical professionals while successfully steering cross-functional transformation initiatives.
Deep expertise in operational process design, data governance, and lifecycle management within enterprise ecosystems like ServiceNow and Tableau.
Strong capability to design end-to-end strategic planning frameworks and operational governance models that restructure, mature, and elevate CSAT tracking and performance methodologies across both product and subscription ecosystems.
Strong capability to synthesize data trends and risk profiles into compelling presentations and frameworks for senior leadership and multi-disciplinary stakeholders.

Responsibilities

Drive the CSAT Transformation Initiative: Own the design, milestones, and execution of the CSAT governance framework across CapEx and subscription workflows to ensure process integrity and mitigate operational risk.
Deliver Executive Visibility: Architect and oversee the delivery of weekly leadership reporting and real-time dashboards in Tableau and ServiceNow, translating complex customer data into actionable trend recommendations for senior stakeholders.
Lead and Scale Team Capabilities: Directly manage and coach a dedicated team of Customer Satisfaction Center of Excellence (CSAT COE) Analysts, defining clear roles, performance priorities, and professional growth pathways aligned with company objectives.
Orchestrate Cross-Functional Resolutions: Foster strategic alignments with Legal, Finance, and Business Intelligence to enforce documentation standards, complete system audits, and successfully operationalize complex customer resolutions.