Manager, Customer Operations

USA Simpro Software Ltd.; Miami (FL); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical, dental & vision package

401k with employer match

Parental leave

Volunteer leave

Training & career development

Job summary

USA Simpro Software Ltd. seeks an experienced Manager of Customer Operations to lead the post-sale operations team and drive excellence in execution, visibility, and performance across customer-facing units.

You will partner with Sales, Success, and Finance to align targets, forecast revenue, and optimize capacity planning using advanced analytics and AI-enabled automation. This role requires strong leadership and deep SaaS operations experience.

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.

Skills

Operational leadership

KPI management

Revenue forecasting

Data analytics

Cross-functional collaboration

CRM platforms

BI software

AI & automation

Financial modeling

Education

Bachelor's degree in Business/Finance/Operations or related

Tools

CRM systems

Business intelligence software

Excel/Spreadsheet tools

AI tools

Job description

Job Context

The Manager, Customer Operations is an operational leadership role responsible for driving operational excellence, execution discipline, and performance visibility across post-sale customer organizations. Operating as a key operational partner to customer success leadership and broader go-to-market functions, this position oversees business operating rhythms, analytics frameworks, revenue forecasting, and capacity planning. The incumbent leads a team of operations analysts to translate complex customer and financial data into actionable insights, ensuring alignment between strategic business objectives and frontline operational target execution.

What You’ll Do

• Partners with post-sale leadership to drive operational execution, manage business operating rhythms, and enforce performance inspection frameworks.
• Establishes operational structures, accountability standards, and execution discipline across customer-facing operational units.
• Manages customer lifecycle analytics, pipeline visibility, and revenue forecasting models to provide actionable insights for executive decision-making.
• Evaluates operational, customer, and financial performance data to surface trends, retention risks, and strategic growth opportunities.
• Partners with finance and revenue leadership to align broader financial targets with frontline operational goals, capacity models, and budgeting frameworks.
• Leads go-to-market operational planning, including capacity modeling, quota allocation, and operational performance management.
• Designs, implements, and manages variable compensation and incentive structures aligned with organizational strategy and performance metrics.
• Leads and develops a team of operations analysts, establishing high standards for analytical rigor, data accuracy, and professional growth.
• Streamlines cross-functional workflows and integrates artificial intelligence and automation tools to enhance operational efficiency and productivity.
• Delivers executive-level business reporting, root-cause analyses, and performance reviews to guide decision-making across leadership functions.

This job description is not an exhaustive list of duties and may be modified at the discretion of Simpro Group.

What You’ll Bring

• Bachelor’s degree in Business, Finance, Operations, Economics, or a related field; or equivalent practical experience.
• Demonstrated experience in customer operations, revenue operations, business operations, finance, or commercial consulting within a SaaS environment.
• Proven experience in a leadership or supervisory capacity, with a track record of developing and managing operational team members.
• Strong proficiency in designing and implementing incentive compensation structures, quota frameworks, and capacity planning models for post-sale teams.
• Extensive experience in operational planning, key performance indicator (KPI) management, pipeline forecasting, and executive-level business reporting.
• Deep technical familiarity with enterprise CRM platforms, business intelligence software, and data analytics tools.
• Active capability in utilizing artificial intelligence and automation tools to optimize operational workflows, data analysis, and decision-making processes.
• Advanced analytical, financial modeling, and problem-solving skills, with a demonstrated ability to translate complex data into practical business strategies.
• Excellent cross-functional collaboration and communication skills, with a demonstrated ability to align diverse stakeholders around operational priorities.

What We Can Offer You

• Responsible Time Off
• Comprehensive medical, dental, vision package with 100% employer paid options
• Additional benefits including Health Savings Account; Flexible Spending Account; Critical Illness Insurance; Hospital Insurance; Accident Insurance; Life Insurance and AD&D; and Disability Insurance available to purchase.
• Wellness Challenge App, Diabetes Prevention App, and Health Hub App
• 401k/Retirement Plan with 6% employer match
• Generous Parental Leave Program
• Paid Volunteer Leave Days
• Public Holiday Exchange Scheme
• Talent Referral Program – get rewarded for referring a friend to join our team!
• Diverse training & internal networking opportunities across all of our product lines
• Opportunities for career progression and development
• Service recognition awards
• Click here to find out more about working at Simpro Group!

Our Core Values

• We Are One Team
• We Are Customer Centric
• We Are Growth Minded
• We Are Accountable
• We Celebrate Success

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. This means that we want everyone to feel welcome with us and to provide equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non-performance factor.

*Please note, no agencies will be accepted in the recruitment of this role.

Welcome to Simpro! Together with AroFlo, BigChange and ClockShark we are one team made up of many nationalities. We are customer-centric, always putting our customers and teammates first. We take accountability, owning both our innovations and our mistakes. We're growth-minded, constantly learning and evolving. And most of all, we celebrate our successes together!

Simpro Group provides best-in-class SaaS field service management solutions to trade and field service businesses worldwide. The group comprises four industry-leading companies, Simpro, AroFlo, BigChange and ClockShark, with offices across North America, Australia, New Zealand and the UK. Simpro, AroFlo & BigChange provide comprehensive field service management software for growth-minded trade and field service businesses, while ClockShark specializes in time-tracking and scheduling software solutions. Together, these companies seek to drive businesses forward with solutions that empower teams to work smarter, provide foundations for business scaling, and offer data-driven insights to fuel decision-making. Simpro Group serves over 22,000 businesses and over 400,000 users worldwide and has a global workforce of more than 600 employees.

Ready to transform your business? Explore our products at simprogroup.com, aroflo.com, bigchange.com and clockshark.com.

Simpro Group has been made aware of fraudulent recruitment activity where individuals are impersonating our company and hiring managers to deceive job applicants. These scammers are using a fraudulent website and email domain (simprogroupcareers.com) and may contact you with illegitimate job offers. Their goal is typically to steal your personal information for identity theft or to trick you into paying for fake application fees, background checks, or equipment. If you have been contacted by someone you suspect is not a legitimate Simpro Group recruiter, or if you have any doubts about a job posting, please do not respond. Do not provide any personal information or payment. We take this matter very seriously and have reported this fraudulent activity to the relevant global authorities. We are committed to ensuring a safe and transparent recruitment process for all candidates.