Manager, Commercial Operations & Governance

Everpure; Santa Clara (CA); On-site; USD 153,000 - 230,000; Full time

Benefits offered by this job

Incentive pay

Equity

Job summary

Everpure in Santa Clara, CA is seeking a senior leader to head the CSAT Center of Excellence, shaping governance for CapEx and subscription workflows and delivering actionable customer insights. You will collaborate with Legal, Finance, BI, and Customer Experience to drive strategic retention and monetization growth.

You will build executive-ready dashboards in Tableau and ServiceNow, coach a dedicated CSAT COE team, and set governance standards across our enterprise data ecosystem.

Qualifications

• Experience leading CSAT or customer sentiment governance in an enterprise setting.
• Proven ability to design governance frameworks for CapEx and subscription workflows.
• Ability to translate data trends into executive presentations and actions.
• Experience coaching and scaling analytic teams and COEs.

Responsibilities

• Own the CSAT governance framework across CapEx and subscription workflows.
• Deliver weekly leadership reporting and dashboards in Tableau and ServiceNow for senior stakeholders.
• Directly manage and coach CSAT COE Analysts with clear growth paths.
• Coordinate cross-functional resolutions with Legal, Finance, and BI to standardize documentation and audits.

Skills

People & Program Leadership

Strategic Governance

CSAT Transformation

Executive Communication

Cross-functional Leadership

Tools

ServiceNow

Tableau

Job description

We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry.

THE ROLE

Lead the Customer Satisfaction (CSAT) Center of Excellence within the Monetization organization to transform how Everpure measures and optimizes customer success. In this role, you will establish strategic governance frameworks across CapEx and subscription workflows, driving the end-to-end operational rigor needed to secure actionable customer insights. Collaborating closely with Business Intelligence, Legal, Finance, Customer Experience and Customer Success, you will serve as the core decision-maker for resolution strategies that directly impact global retention and monetization growth.

What You\'ll Do

• Drive the CSAT Transformation Initiative: Own the design, milestones, and execution of the CSAT governance framework across CapEx and subscription workflows to ensure process integrity and mitigate operational risk.
• Deliver Executive Visibility: Architect and oversee the delivery of weekly leadership reporting and real-time dashboards in Tableau and ServiceNow, translating complex customer data into actionable trend recommendations for senior stakeholders.
• Lead and Scale Team Capabilities: Directly manage and coach a dedicated team of Customer Satisfaction Center of Excellence (CSAT COE) Analysts, defining clear roles, performance priorities, and professional growth pathways aligned with company objectives.
• Orchestrate Cross-Functional Resolutions: Foster strategic alignments with Legal, Finance, and Business Intelligence to enforce documentation standards, complete system audits, and successfully operationalize complex customer resolutions.

What You Bring

• People & Program Leadership: Proven ability to manage, coach, and scale analytical professionals while successfully steering cross-functional transformation initiatives.
• Strategic Governance & Analytical Frameworks: Deep expertise in operational process design, data governance, and lifecycle management within enterprise ecosystems like ServiceNow and Tableau.
• Strategic Planning & Customer Satisfaction (CSAT) Transformation: Strong capability to design end-to-end strategic planning frameworks and operational governance models that restructure, mature, and elevate CSAT tracking and performance methodologies across both product and subscription ecosystems.
• Executive Communication & Influence: Strong capability to synthesize data trends and risk profiles into compelling presentations and frameworks for senior leadership and multi-disciplinary stakeholders.
• Location: We are primarily an in-office environment and therefore, you will be expected to work from the Santa Clara, CA office in compliance with Everpure’s policies, unless you are on PTO, or work travel, or other approved leave.

Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations.

This role may be eligible for incentive pay and/or equity.

There is no application deadline and we accept applications on an ongoing basis until the job is filled.

The Annual Base Salary Range Is

$153,000—$230,000 USD

What You Can Expect From Us

• Innovation: We celebrate those who think critically, like a challenge, and aspire to be trailblazers.
• Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been named Fortune's Best Workplaces in Technology, Fortune's Best Workplaces in the Bay Area, and certified as a Great Place to Work!
• Team: We build each other up and set aside ego for the greater good.

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events. Check out purebenefits.com for more information.

Accommodations And Accessibility

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at [e-mail] if you’re invited to an interview.

Our Commitment To a Strong And Inclusive Team

We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership.

Everpure is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.

Join us and bring your best.

Bring your bold.

Pure and simple.