Manager, Internal Global Systems, Processes, & Tools AECO

Trimble Inc.•Lake Oswego, OR

23h

About The Position

The Manager of Internal Global Systems, Processes, & Tools is a strategic operational leader responsible for the "engine room" of the Customer Experience (CX) organization. This role oversees the selection, implementation, and optimization of the technology stack and workflows that enable global support, professional services, and success teams to deliver world-class service. The mission is to eliminate friction and transform complex global requirements into streamlined, scalable digital processes that improve both the internal employee experience and customer outcomes.

Requirements

2+ years of leadership in CX Operations, Sales Ops, or BizOps with a focus on SaaS.
Bachelor's degree in business administration, business operations, or a related field.
Deep understanding of the Customer Success/Post-Sales motions, including renewal management, customer segmentation, health scoring, and value realization.
Expert-level knowledge of CRM architecture (Salesforce and integrations).
Experience with PSA and Customer Success Tools.
Exceptional analytical and quantitative skills, with a proven ability to translate complex data into clear, actionable business strategies.
Ability to translate process or systems issues into technical requirements and functional workflows.
Demonstrated experience leading systems/operations teams and managing executive-level stakeholder relationships.
Excellent verbal and written communication skills, with the ability to articulate complex operational concepts to both technical and non-technical audiences.

Nice To Haves

MBA or equivalent experience is a plus.

Responsibilities

Own the CX tech stack (e.g., Kantata, Gainsight, Service Cloud, AI Chatbots) and how it integrates with other corporate tools (SFDC Sales App, Marketing Cloud, LMS, etc.) Develop a multi-year roadmap that aligns with global business scaling.
Lead the selection, implementation, configuration, and ongoing governance of all CX systems and tools, ensuring they meet business requirements and drive user adoption.
Conduct audits of existing workflows. Identify bottlenecks in ticket routing, escalation paths, and internal handoffs to improve Efficiency (AHT) and Quality (CSAT). Identify opportunities to introduce and implement AI in workflows.
Harmonize processes across diverse regions (AMER, EMEA, APAC) while respecting local nuances and regulatory requirements (GDPR, CCPA).
Act as the primary liaison between CX, DX, IT, Product, and Engineering to ensure internal tools support new product launches and data integrity.
Lead the rollout of new tools and process updates. Create documentation, training modules, and communication plans to ensure high adoption rates.
Ensure the CX systems capture clean, actionable data. Partner with BI/Analytics teams to build dashboards that track system health and operational KPIs.
Support the consolidation of redundant platforms. Successfully deploy AI and automation tools that deflect low-complexity issues and internal processes without sacrificing quality.
Support the build of scalable, global customer and internal workflows.