CX Operations Manager

🕒 Julho 12

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

⚙️ Operações

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Payabli

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2020

💼 Consultoria

📣 Marketing

📦 Logística

💰 $35.999.907 Series B - Payabli em 2025-06

Consulting • Marketing • Logistics

A Payabli é uma empresa de infraestrutura de pagamentos de próxima geração que permite que plataformas de software integrem, gerenciem e monetizem pagamentos. Ela oferece um conjunto completo de capacidades — Pay In (aceitação de pagamentos e integração de comerciantes), Pay Out (pagamentos a fornecedores/parceiros) e Pay Ops (operações, risco, faturamento e relatórios) — entregues via APIs, componentes integráveis e serviços de consultoria personalizados. A Payabli tem como alvo empresas de SaaS, instituições financeiras, serviços habilitados por tecnologia e grandes comerciantes, sendo uma facilitadora de pagamentos registrada/ISO, oferecendo soluções de pagamento escaláveis, compatíveis e com ferramentas de integração amigáveis para desenvolvedores.

Descrição

• Serve as the system administrator and super user of all CX systems and platforms — designing and configuring features that align with department KPIs and improve team productivity, accuracy, and efficiency • Manage the CX tech stack — Lead SaaS evaluations, vendor selection, implement, and maintain the tools that CX teams depend on (CRM, ticketing, knowledge platforms, analytics, QA). • Measure AI tool performance across CX — track impact, identify new use cases, and surface opportunities to expand AI-powered capabilities • Stay informed of technological developments, best-in-class tooling, and new feature launches to inform CX system strategy • Coordinate with Engineering, Product, and company Operations on cross-functional initiatives that impact CX tooling and workflows • Document and maintain CX workflows and business processes and/or business process documentation across Partner Success, Client Support, and Technical Support, ensuring process documentation stays current as the organization scales • Surface automation opportunities and process inefficiencies through data analysis, and implement approved solutions in coordination with CX leadership • Evaluate CX processes based on operational data — identifying bottlenecks, manual work, and throughput constraints — and present recommendations to CX leadership for approval to build and implement solutions. • Build and maintain automated dashboards and reporting for CX leadership — team performance, partner health, ticket trends, SLA compliance, and operational KPIs • Build and maintain the data architecture and pipelines that connect CX activity to business outcomes, ensuring data is accessible and structured for analysis • Generate data-driven insights for QBRs, executive reviews, and board-level reporting • Analyze ticket trends, escalation patterns, and resolution data to surface product issues, process breakdowns, and resource gaps • Deliver regular performance reporting that supports executive alignment and strategic planning • Enhance and manage the partner health scoring methodology — ensuring scores are accurate, actionable, and consistently maintained across the partner portfolio • Help build predictive churn and expansion models that enable proactive intervention by Partner Success Managers • Monitor partner health indicators across the portfolio and flag at-risk accounts to CX leadership before issues escalate • Build and maintain the data infrastructure required to analyze processing volumes, merchant concentration, approval rates, and revenue trends — ensuring the right data is accessible and structured to surface growth and retention opportunities • Maintain the operational cadence of CX — recurring reports, metric reviews, process documentation, and operational housekeeping • Execute on strategic initiatives directed by CX leadership — from new tool rollouts to process redesigns to cross-functional projects • Coordinate cross-functional initiatives with Operations, Product, and Engineering that require CX operational input or alignment

🎯 Requisitos

• 5-8+ years of experience in CX operations, revenue operations, business operations, or analytics roles, preferably in payments, fintech, or B2B SaaS • Proven track record of building dashboards, reports, and operational infrastructure that drive decision-making • Strong analytical skills — comfortable with data architecture, trend analysis, and translating data into actionable insights • Experience implementing and migrating CX tools and platforms (Preferably Intercom) • Experience as a system administrator or super user of CX or support platforms (CRM, ticketing systems, analytics platforms) (Preferably Intercom) • Proficiency with data and reporting tools — Excel/Sheets at an advanced level, plus experience with BI tools (Looker, Tableau, Metabase, or similar) • Experience designing and optimizing workflows and processes in a fast-paced, scaling environment • Strong communication skills — ability to present data clearly to leadership and translate operational needs across technical and non-technical teams • Self-starter mentality with the ability to work independently, manage competing priorities, and build systems from the ground up

🏖️ Benefícios

• Competitive salary • Stock options with the potential to unlock more equity as we grow • Flexible PTO and paid parental leave • Medical, dental, & vision insurance • 401K, HSA, pre-tax savings programs