Senior Manager, Customer Operations & Analytics

Benefits offered by this job

Job summary

Qualifications

• Bachelor's degree in Business, Finance, Operations, Economics, or related field; or equivalent practical experience.
• Demonstrated experience in customer operations, revenue operations, business operations, finance, or commercial consulting within a SaaS environment.
• Proven leadership or supervisory experience with track record of developing and managing operational teams.
• Strong proficiency in designing incentive compensation structures, quota frameworks, and capacity planning models for post-sale teams.
• Extensive experience in operational planning, KPI management, pipeline forecasting, and executive-level business reporting.
• Deep technical familiarity with enterprise CRM platforms, BI software, and data analytics tools.
• Active capability in utilizing AI and automation tools to optimize workflows and decision-making.
• Advanced analytical, financial modeling, and problem-solving skills.

Responsibilities

• Partners with post-sale leadership to drive operational execution and manage business rhythms.
• Establishes operational structures, accountability standards, and execution discipline across customer-facing units.
• Manages customer lifecycle analytics, pipeline visibility, and revenue forecasting models for executive decision-making.
• Evaluates performance data to surface trends, retention risks, and growth opportunities.
• Partners with finance and revenue leadership to align targets with capacity models and budgeting frameworks.
• Leads go-to-market operational planning, including capacity modeling and quota allocation.
• Designs and manages incentive structures aligned with strategy and metrics.
• Leads and develops a team of operations analysts with high standards for data accuracy.
• Streamlines cross-functional workflows and integrates AI/automation to boost efficiency.
• Delivers executive-level reporting and root-cause analyses to guide leadership decisions.