Sr. Manager of Customer Operations

Tithely•Nashville, TN

1d•$95,000 - $125,000•Remote

About The Position

The Sr. Manager of Customer Operations leads Customer Experience (CX) operations strategy, systems, reporting, and education to help the department serve churches effectively. The role leads a team of CX Operations & Education Specialists and builds infrastructure that supports customer retention, expansion, and long-term success. It sets priorities, improves workflows, optimizes technology, and uses customer insights to guide action. The position owns CX operational planning and processes, the CX technology stack and vendor relationships, reporting and forecasting, customer education and engagement initiatives, and cross-functional readiness for product releases. It partners with senior CX leaders and teams across Product, Marketing, Engineering, and Data Science. The role also develops team members and advances operational maturity across systems, processes, metrics, and forecasting. This is a fully remote, US-based role with travel sometimes required a few times per year.

Requirements

5+ years managing business systems, integrations, or operational technology, with an understanding of how platforms connect, exchange data, and support business processes.
Proven ability to improve operations, set priorities, and drive cross-functional initiatives from planning through execution.
Experience leading, coaching, and developing team members.
Ability to travel 3–6 times per year.
Communicate effectively, listen attentively, and adapt communication to diverse audiences across organizational levels.
Take ownership of operational challenges and handle difficult situations through resolution.
Establish priorities and plans aligned with team commitments and organizational goals.
Hold self and others accountable through clear ownership, expectations, and follow-through.
Identify effective and efficient ways to work and continuously improve processes and systems.
Anticipate future needs and translate them into practical operational strategies.
Build trust, support people through operational improvements, and navigate organizational change with strong relationship-building skills.
Demonstrate digital fluency, including understanding how technology, systems, integrations, and data flows support business processes.
Be based in the US and legally able to work full time in the US; sponsorship is not available.
Maintain a stable work environment with a designated workspace and access to high-speed internet.

Nice To Haves

3+ years in SaaS customer operations, revenue operations, payments, or a related technology-driven environment.
Project management experience through formal training, certification, or practical application.
Bachelor's degree in business, operations, communications, or a related field.
Experience working in or serving churches or other mission-driven organizations.

Responsibilities

Establish CX priorities, OKRs, and project plans; scope, prioritize, assign, and deliver work on time.
Design and continuously improve scalable CX processes that reduce friction for customers and agents.
Balance long-term improvements with day-to-day needs and adjust priorities while keeping the organization on track.
Forecast staffing and resource needs and lead cross-functional delivery of the CX Operations and Education roadmap.
Own the strategy and effectiveness of the CX technology stack, including Zendesk, HubSpot, Assembled, Simplesat, Jira, ProsperStack, Pendo, Zapier, and internal tools.
Ensure systems, integrations, and workflows work reliably together; evaluate, implement, and drive adoption of tools that improve efficiency and customer experience.
Build automated workflows and use AI-enabled tools to streamline agent support and eliminate manual tasks.
Maintain customer data integrity and a reliable 360-degree customer view, representing CX in cross-functional systems and data initiatives.
Manage CX vendor relationships, renewals, contracts, and platform capabilities.
Own CX reporting and forecasting across retention by segment, CSAT, NPS, CES, and service levels.
Translate customer data into strategic insights for leadership decisions and quarterly board reporting.
Synthesize customer feedback and partner with Product, Marketing, Engineering, and Data Science to identify and reduce product friction.
Partner with CX senior leaders to track and report on budgets, expenditures, and financial performance.
Oversee Help Center documentation across Tithely products, AI-driven support initiatives, and in-app guidance, including Pendo resources.
Lead customer and internal product education through webinars, training, and documentation.
Coordinate cross-functional readiness for new product features and releases.
Oversee Customer Community initiatives that engage church leaders and foster a thriving user community.
Lead processes, resources, and cross-functional coordination that support CX-led cross-selling and upselling to subscription customers.
Lead, coach, and develop the CX Operations & Education team, establishing clear ownership, expectations, and accountability.
Advance CX operational maturity across processes, systems, metrics, and forecasting to improve onboarding, retention, expansion, efficiency, and cost savings.
Build trust and guide the team through operational improvements and new ways of working.
Model servant leadership and foster a culture of ownership, accountability, and care for the churches served.