Manager, Internal Global Systems, Processes, & Tools AECO

Trimble Inc. • Lake Oswego, OR

1d

About The Position

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

Requirements

• Experience: 2+ years of leadership in CX Operations, Sales Ops, or BizOps with a focus on SaaS.
• Education: Bachelor's degree in business administration, business operations, or a related field.
• Domain Expertise: Deep understanding of the Customer Success/Post-Sales motions, including renewal management, customer segmentation, health scoring, and value realization.
• Systems Expertise: Expert-level knowledge of CRM architecture (Salesforce and integrations. Experience with PSA and Customer Success Tools.
• Analytical Prowess: Exceptional analytical and quantitative skills, with a proven ability to translate complex data into clear, actionable business strategies.
• Problem Solving: Ability to translate process or systems issues into technical requirements and functional workflows.
• Leadership: Demonstrated experience leading systems/operations teams and managing executive-level stakeholder relationships.
• Communication: 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

• Systems Strategy & Roadmap: 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.
• Implementation & Adoption: Lead the selection, implementation, configuration, and ongoing governance of all CX systems and tools, ensuring they meet business requirements and drive user adoption.
• Process Optimization: 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.
• Global Standardization: Harmonize processes across diverse regions (AMER, EMEA, APAC) while respecting local nuances and regulatory requirements (GDPR, CCPA).
• Cross-Functional Partnership: Act as the primary liaison between CX, DX, IT, Product, and Engineering to ensure internal tools support new product launches and data integrity.
• Change Management: Lead the rollout of new tools and process updates. Create documentation, training modules, and communication plans to ensure high adoption rates.
• Data Governance: Ensure the CX systems capture clean, actionable data. Partner with BI/Analytics teams to build dashboards that track system health and operational KPIs.
• Reduce "Tool Fatigue": Support the consolidation of redundant platforms. Successfully deploy AI and automation tools that deflect low-complexity issues and internal processes without sacrificing quality.
• Scalability: Support the build of scalable, global customer and internal workflows.

Benefits

• Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans.
• Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.

What This Job Offers

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