Manager, Customer Operations

Singapore Post • Miami, FL

1d

About The Position

The Manager, Customer Operations is an operational leadership role responsible for driving operational excellence, execution discipline, and performance visibility across post-sale customer organizations. Operating as a key operational partner to customer success leadership and broader go-to-market functions, this position oversees business operating rhythms, analytics frameworks, revenue forecasting, and capacity planning. The incumbent leads a team of operations analysts to translate complex customer and financial data into actionable insights, ensuring alignment between strategic business objectives and frontline operational target execution.

Requirements

• Bachelor’s degree in Business, Finance, Operations, Economics, or a related field; or equivalent practical experience.
• Demonstrated experience in customer operations, revenue operations, business operations, finance, or commercial consulting within a SaaS environment.
• Proven experience in a leadership or supervisory capacity, with a track record of developing and managing operational team members.
• Strong proficiency in designing and implementing incentive compensation structures, quota frameworks, and capacity planning models for post-sale teams.
• Extensive experience in operational planning, key performance indicator (KPI) management, pipeline forecasting, and executive-level business reporting.
• Deep technical familiarity with enterprise CRM platforms, business intelligence software, and data analytics tools.
• Active capability in utilizing artificial intelligence and automation tools to optimize operational workflows, data analysis, and decision-making processes.
• Advanced analytical, financial modeling, and problem-solving skills, with a demonstrated ability to translate complex data into practical business strategies.
• Excellent cross-functional collaboration and communication skills, with a demonstrated ability to align diverse stakeholders around operational priorities.

Responsibilities

• Partners with post-sale leadership to drive operational execution, manage business operating rhythms, and enforce performance inspection frameworks.
• Establishes operational structures, accountability standards, and execution discipline across customer-facing operational units.
• Manages customer lifecycle analytics, pipeline visibility, and revenue forecasting models to provide actionable insights for executive decision-making.
• Evaluates operational, customer, and financial performance data to surface trends, retention risks, and strategic growth opportunities.
• Partners with finance and revenue leadership to align broader financial targets with frontline operational goals, capacity models, and budgeting frameworks.
• Leads go-to-market operational planning, including capacity modeling, quota allocation, and operational performance management.
• Designs, implements, and manages variable compensation and incentive structures aligned with organizational strategy and performance metrics.
• Leads and develops a team of operations analysts, establishing high standards for analytical rigor, data accuracy, and professional growth.
• Streamlines cross-functional workflows and integrates artificial intelligence and automation tools to enhance operational efficiency and productivity.
• Delivers executive-level business reporting, root-cause analyses, and performance reviews to guide decision-making across leadership functions.

Benefits

• Responsible Time Off
• Comprehensive medical, dental, vision package with 100% employer paid options
• Health Savings Account
• Flexible Spending Account
• Critical Illness Insurance
• Hospital Insurance
• Accident Insurance
• Life Insurance and AD&D
• Disability Insurance
• Wellness Challenge App
• Diabetes Prevention App
• Health Hub App
• 401k/Retirement Plan with 6% employer match
• Generous Parental Leave Program
• Paid Volunteer Leave Days
• Public Holiday Exchange Scheme
• Talent Referral Program
• Diverse training & internal networking opportunities across all of our product lines
• Opportunities for career progression and development
• Service recognition awards

What This Job Offers

• Job Type: Full-time
• Career Level: Manager