Manager, Customer Operations

Simpro Group; Torch of Friendship (FL); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, vision package

401k with 6% employer match

Generous parental leave

Volunteer leave days

Wellness apps

Career progression opportunities

Job summary

Simpro Group in Florida is seeking a Manager, Customer Operations to lead post-sale operational excellence. You will oversee analytics, forecasting, capacity planning, and performance visibility, guiding a team of operations analysts to translate complex data into clear, actionable insights.

You will partner with post-sale leadership and finance to align targets with frontline execution, design incentive plans and quotas, and implement AI-driven automation to improve efficiency and decision

Qualifications

• Bachelor’s degree in a related field or equivalent practical experience.
• Experience in SaaS customer, revenue or business operations.
• Proven leadership experience managing an analytics/ops team.
• Strong ability to design incentive plans, quotas and capacity models for post-sale teams.
• Experience in operational planning, KPI management, pipeline forecasting, and executive reporting.
• Deep knowledge of CRM and BI tools; ability to apply analytics to decisions.
• Experience using AI/automation to optimize workflows.
• Strong analytical, financial modeling and problem-solving skills.
• Excellent cross-functional collaboration and communication skills.

Responsibilities

• Partner with post-sale leadership to drive operational execution, capacity modeling and performance frameworks.
• Establish structures and accountability standards across customer-facing units.
• Manage customer lifecycle analytics, pipeline visibility, and revenue forecasting models.
• Analyze data to surface trends, retention risks and growth opportunities.
• Collaborate with finance to align targets with frontline goals and budgeting.
• Lead GTM planning including quota allocation and performance management.
• Design and manage variable compensation and incentive structures.
• Develop and coach a team of operations analysts.
• Streamline workflows and apply AI/automation to boost efficiency.
• Deliver executive-level reporting and root-cause analyses.

Skills

Customer operations experience

Leadership experience

Incentive compensation design

Operational planning & KPI management

CRM/BI tools

AI & automation

Financial modeling

Cross-functional collaboration

Education

Bachelor’s degree in Business/Finance/Operations/Economics

Tools

Salesforce

Power BI

Tableau

Job description

Job ContextThe 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 DoPartners 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 BringBachelor’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 YouResponsible Time OffComprehensive medical, dental, vision package with 100% employer paid optionsAdditional 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 App401k/Retirement Plan with 6% employer matchGenerous Parental Leave ProgramPaid Volunteer Leave DaysPublic Holiday Exchange SchemeTalent Referral Program – get rewarded for referring a friend to join our team!Diverse training & internal networking opportunities across all of our product linesOpportunities for career progression and developmentService recognition awardsClick here to find out more about working at Simpro Group!Our Core ValuesWe Are One TeamWe Are Customer CentricWe Are Growth MindedWe Are AccountableWe Celebrate SuccessSimpro, 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.If you'd like to join a fun and progressive organization, where there are opportunities to develop your career, please apply now with your CV/resume.*Please note, no agencies will be accepted in the recruitment of this role.