Senior Manager – Customer Operations

🕒 Outubro 14

🏈 Alabama, Arizona, +27 estados a mais – Remoto

🏈 Alabama – Remote 🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote 🦬 Montana – Remote 🌾 Nebraska – Remote 🎰 Nevada – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌲 Oregon – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🔔 Pennsylvania – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote ☕ Washington – Remote ⛰️ West Virginia – Remote

💵 $95.000 - $125.000 / ano

⏰ Tempo Integral

🟠 Sênior

⚙️ Operações

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Tithe.ly

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2015

☁️ SaaS

💳 Fintech

🤝 B2B

💰 $15.200.000 Series F - Tithe.ly em 2019-03

SaaS • Fintech • B2B

Tithe. ly é uma plataforma baseada em nuvem para gestão de igrejas e doações digitais que auxilia congregações a coletar doações, gerenciar pessoas e eventos, e engajar membros por meio de aplicativos e sites personalizados. A empresa oferece um conjunto de produtos SaaS integrados—doações online, móveis e por texto (com taxas de processamento transparentes), gestão de igrejas (ChMS), construtor de sites, aplicativos personalizados para igrejas, mensagens, planejamento de serviços e verificações de antecedentes—embalados em planos de assinatura e utilizados por dezenas de milhares de igrejas para simplificar a administração e aumentar a generosidade.

Descrição

• Establish CX priorities, OKRs, and project plans, ensuring work is scoped, prioritized, assigned, and delivered 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 adapt priorities as needed • 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 • Represent 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 • Track and report on budgets, expenditures, and financial performance with CX senior leaders • Oversee Help Center documentation, AI-driven support initiatives, and in-app guidance • 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 for church leaders and users • Lead processes and coordination supporting CX-led cross-selling and upselling to subscription customers • Lead, coach, and develop the CX Operations & Education team • Advance CX operational maturity across processes, systems, metrics, and forecasting • Build trust and guide the team through operational improvements and new ways of working • Report to the VP of Customer Experience

🎯 Requisitos

• 5+ years managing business systems, integrations, or operational technology • 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 • Stable work environment with designated workspace and access to high-speed internet • US-based and legally able to work full time in the US • Sponsorships are not available • Bachelor's degree in business, operations, communications, or a related field (preferred) • 3+ years in SaaS customer operations, revenue operations, payments, or a related technology-driven environment (preferred) • Project management experience through formal training, certification, or practical application (preferred) • Experience working in or serving churches or other mission-driven organizations (preferred)

🏖️ Benefícios

• Health insurance • Dental insurance • Vision insurance for your family • 401(k) • Paid time off • Sick leave • Parental leave • Fully remote work • Travel a few times per year • Equal opportunity employment

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