CX Operations Manager

🕒 July 12

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 10%

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Payabli

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

💼 Consulting

📣 Marketing

📦 Logistics

💰 $36M Series B - Payabli on 2025-06

Consulting • Marketing • Logistics

Payabli is a next-generation payments infrastructure company that enables software platforms to embed, manage, and monetize payments. It offers a full suite of capabilities — Pay In (payment acceptance and merchant onboarding), Pay Out (payables and payouts to vendors/partners), and Pay Ops (operations, risk, billing, and reporting) — delivered via APIs, embeddable components, and white-glove advisory services. Payabli targets SaaS companies, financial institutions, tech-enabled services, and enterprise merchants, and is a registered payment facilitator/ISO offering compliant, scalable payments solutions and developer-friendly integration tools.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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