Customer Engineering Operations Manager (3882)

GBG Plc; New York (NY); Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Remote work

Travel opportunities

Job summary

A leading technology firm is seeking a Customer Engineering Operations Manager to optimize processes within their Presales and Professional Services team. This remote role, preferably for candidates in the Atlanta area, requires strong project management skills and experience in SaaS environments. The ideal candidate will manage diverse teams to drive customer success and implement continuous improvements. Competitive benefits and a dynamic work environment are offered.

Qualifications

• 5+ years of project management experience, preferably in SaaS or technology environments.
• Proven ability to manage complex, multi-stakeholder projects with competing priorities.
• Strong analytical and process improvement skills with a continuous improvement mindset.
• Excellent communication and presentation skills, comfortable engaging with technical and executive audiences.
• Proficiency in project management methodologies and tools (e.g., Agile, Scrum, Jira, Asana).
• PMP, Scrum Master, or equivalent certification preferred.

Responsibilities

• Manage and optimize core processes including product gap tracking and customer onboarding workflows.
• Develop documentation and accountability frameworks for cross-functional teams.
• Lead capacity planning and resource coordination for effective process execution.
• Ensure seamless customer journeys by managing handoffs between Sales, Implementations, and Customer Success, and tracking progress toward client outcomes.
• Drive continuous improvement by analyzing operational frameworks, identifying opportunities for automation and standardization, and creating playbooks and governance structures.
• Lead capacity planning and resource coordination to support effective process execution and manage competing priorities.
• Facilitate cross-functional meetings and decision-making processes, presenting insights to leadership and promoting alignment across departments.

Skills

Project management experience

Analytical skills

Process improvement mindset

Communication skills

Proficiency in project management tools

PM certification (PMP / Scrum Master)

Education

PMP, Scrum Master, or equivalent certification

Tools

Salesforce CRM

Jira

Asana

Job description

Customer Engineering Operations Manager (3882)

Enabling safe and rewarding digital lives for genuine people, everywhere. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification. With over 30 years of experience, our team focuses on enabling safe and rewarding digital lives for everyone. Genuine people should be able to digitally prove who they are and where they live.

About The Team And Role

Presales and Professional Services Team: At GBG, this team delivers tailored identity verification and fraud prevention solutions to enterprise clients. Presales consultants align GBG's capabilities with client needs, while Professional Services consultants lead deployments, troubleshoot complex integrations, and ensure ongoing success. The team works collaboratively to drive measurable impact across diverse industries.

The Role

As a Customer Engineering Operations Manager within GBG's Presales and Professional Services team, you will orchestrate the processes that drive customer success across the Americas region. You will focus on optimizing and standardizing how our teams deliver value, from initial client engagement through full solution adoption. This role is ideal for someone who thrives in a fast-paced SaaS environment and is passionate about continuous improvement, cross-functional collaboration, and operational excellence. You will act as the central point of coordination, ensuring our internal teams are aligned, efficient, and consistently delivering high-impact outcomes for our clients.

This is a remote position with a strong preference for candidates in the Atlanta metropolitan area. Travel for team collaboration, process workshops, and stakeholder meetings may be required (estimated 20–25%).

What You Will Do

• Manage and optimize core processes, including product gap tracking, opportunity risk assessment, implementation risk monitoring, customer onboarding workflows, and post-launch value realization programs
• Develop and maintain documentation, workflows, and accountability frameworks to ensure consistent execution across cross-functional teams
• Oversee risk tracking systems for sales opportunities and implementations, establishing proactive protocols to identify and escalate issues early
• Ensure seamless customer journeys by managing handoffs between Sales, Implementation, and Customer Success, and tracking progress toward client outcomes
• Drive continuous improvement by analyzing operational frameworks, identifying opportunities for automation and standardization, and creating playbooks and governance structures
• Lead capacity planning and resource coordination to support effective process execution and manage competing priorities
• Facilitate cross-functional meetings and decision-making processes, presenting insights to leadership and promoting alignment across departments

Requirements

Skills we are looking for

• 5+ years of project management experience, preferably in SaaS or technology environments
• Proven ability to manage complex, multi-stakeholder projects with competing priorities
• Strong analytical and process improvement skills with a continuous improvement mindset
• Excellent communication and presentation skills, comfortable engaging with technical and executive audiences
• Proficiency in project management methodologies and tools (e.g., Agile, Scrum, Jira, Asana)
• PMP, Scrum Master, or equivalent certification preferred

• Experience in identity verification, KYC/KYB, document verification, or fraud prevention
• Background in software development or technical implementation
• Prior work in professional services or customer success organizations
• Familiarity with APIs, integration processes, and solution architecture
• Working knowledge of Salesforce or similar CRM platforms
• Understanding of regulatory requirements in financial services or identity verification

Benefits

To find out more, we are an equal opportunity employer dedicated to a diverse and inclusive workplace. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.

To chat with the Talent Attraction team and learn more about our benefits and opportunities, email [e-mail] or visit gbgplc.com/careers.

New York, NY | Remote options may be available