Remote SaaS Operations Manager, Digital Platform

VertexOne; Northern (KY); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Health Savings Account (HSA)

401K match

Flexible PTO

Remote work environment

Work-from-home stipend

Leadership/Coaching training

Professional development resources

EAP counseling 24/7

Parental leave

Referral program

Employee discount program

Job summary

VertexOne is seeking a highly motivated Operations Manager – Digital Platform to lead the execution engine powering our Digital Engagement solutions. This role ensures the successful delivery of client related operational work, manages Business Analysts and Support resources, drives SLA performance, and coordinates cross functional efforts across Client Success, Product, and Engineering teams.

The ideal candidate is a strong operational leader who excels at managing teams, optimizing processes,

Qualifications

• Bachelor's degree in Business, Information Systems, Technology, Operations Management, or related field.
• 5+ years in Operations Manager role in SaaS or operations environments.
• 3+ years of people leadership experience managing operational, support, or analyst teams.
• Experience managing ticketing systems, backlogs, and operational workflows (Jira preferred).
• Experience collaborating with Product, Engineering, and Client Success organizations.
• Strong understanding of SLA management, incident management, and service delivery best practices.

Responsibilities

• Lead, mentor, and develop a team of Business Analysts, SMEs, and Support Analysts.
• Establish clear performance expectations, goals, and accountability measures.
• Conduct performance reviews, coaching sessions, and career development planning.
• Oversee recruiting, onboarding, training, and workforce planning.
• Foster a culture of ownership, collaboration, and continuous improvement.
• Own operational delivery across the Digital platform.
• Manage work intake, ticket prioritization, and backlog health.
• Ensure work is distributed effectively and aligned with client priorities and service commitments.
• Monitor throughput, ticket aging, and operational KPIs.
• Ensure no client issues or requests are overlooked or delayed.
• Drive adherence to service level agreements and operational commitments.
• Establish reporting and dashboards to monitor key performance metrics.
• Identify risks to service delivery and proactively implement corrective actions.
• Lead efforts to improve response times, resolution times, and overall service quality.
• Serve as the internal escalation leader for complex client issues and production incidents.
• Coordinate resolution efforts across Client Success, Product, Engineering, and Support teams.
• Facilitate prioritization discussions and ensure clear ownership of actions and outcomes.
• Drive timely communication and visibility for critical issues and escalations.
• Develop, document, and enforce operational processes, SOPs, and best practices.
• Identify bottlenecks and inefficiencies across workflows.
• Drive process improvements that increase scalability, quality, and efficiency.
• Establish operational standards that support consistent delivery across teams.
• Oversee release coordination and production deployment readiness.
• Ensure change management processes are followed and properly documented.
• Partner with Business Analysts on testing, validation, and deployment planning.
• Monitor release outcomes and drive continuous improvement of release practices.
• Collaborate with leadership on operational strategy and improvements.
• Support capacity planning, resource allocation, and workload forecasting.
• Contribute to operational roadmaps and maturity initiatives.
• Provide data-driven recommendations to improve client outcomes and operational performance.
• Participate in client meetings related to escalations, major initiatives, or complex operational issues.
• Provide operational expertise and technical clarity when needed.
• Partner with Client Success Managers to ensure successful client outcomes while maintaining clear role ownership.

Skills

Leadership

Stakeholder management

Data-driven decisions

Process optimization

SLA management

Cross-functional collaboration

Education

Bachelor's degree in Business, Information Systems, Technology, Operations Management

Tools

Jira

Job description

VertexOne is seeking a highly motivated Operations Manager – Digital Platform to lead the execution engine powering our Digital Engagement solutions. This role ensures the successful delivery of client related operational work, manages Business Analysts and Support resources, drives SLA performance, and coordinates cross functional efforts across Client Success, Product, and Engineering teams.

The ideal candidate is a strong operational leader who excels at managing teams, optimizing processes,