Business Operations Manager, Customer Success

UNIT4 NV; Lisboa; Hybrid; EUR 52.000 - 78.000; Vollzeit

Zusammenfassung

UNIT4 NV seeks a Business Operations Manager to drive alignment between day-to-day Customer Success operations and strategic objectives in Lisbon. You will own governance processes, lead compliance checks, and define KPIs to monitor performance across teams.

You will guide Customer Success and Services with training, maintain process documentation, and push continuous improvement within a SaaS environment. This role emphasizes collaboration and structured governance.

Qualifikationen

• Experience aligning CS operations with strategic business goals.
• Strong governance and risk management capabilities.
• Experience in SaaS or enterprise software environments.

Aufgaben

• Own governance processes and SOP execution.
• Lead governance review cadences and compliance checks.
• Define and track KPIs for process performance.
• Investigate and resolve operational risks and gaps.
• Provide guidance and training to Customer Success and Services teams.
• Maintain and update process documentation and templates.
• Collaborate cross-functionally to improve execution.
• Drive continuous improvement and governance strategy.

Kenntnisse

Governance management

SOP development

KPI tracking

Cross-functional collaboration

Process improvement

Training & coaching

Jobbeschreibung

As a Business Operations Manager, you ensure alignment between day-to-day Customer Success operations and strategic goals. You are responsible for consistent execution of defined processes, driving adherence, and identifying opportunities for improvement. You work independently to manage governance workflows, monitor compliance, and collaborate across teams to improve operational performance. This role is suited to professionals with a strong foundation in business operations and a passion for process excellence in a SaaS or enterprise software environment.

Responsibilities:

• Own execution of governance processes and SOPs
• Lead governance review cadences and compliance checks
• Define and track KPIs for process performance
• Investigate and resolve operational risks and process gaps
• Provide guidance and informal training to Customer Success and Services teams
• Maintain and update process documentation and templates
• Collaborate cross-functionally to improve execution and resolve issues
• Drive continuous improvement initiatives and contribute to governance strategy