Remote Senior Manager, Customer Operations & CX

Tithely; Nashville (TN); Remote; USD 95,000 - 125,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

401K

Paid time off

Job summary

Tithe.ly is seeking a Sr. Manager of Customer Operations to unite systems, processes, and strategy for the Customer Experience team.

You will lead a CX Operations & Education team, drive high-impact initiatives, and build the infrastructure supporting retention, expansion, and long-term success. You will champion scalable processes, data-driven insights, and cross-functional collaboration across product, marketing, engineering, and support.

Qualifications

• 5+ years managing business systems, integrations, or operational technology.
• Proven ability to improve operations, set priorities, and drive cross-functional initiatives.
• Experience leading, coaching, and developing team members.
• Ability to travel 3–6 times per year.

Responsibilities

• Establish CX priorities, OKRs, and project plans.
• Design scalable CX processes to reduce friction for customers and agents.
• Forecast staffing and resource needs for CX Operations and Education roadmap.
• Own CX reporting and forecasting across retention, CSAT, NPS, CES, and service levels.
• Oversee Help Center documentation, AI-driven support, and in-app guidance.

Skills

Communication

Operational leadership

Strategic planning

Cross-functional collaboration

Digital tools proficiency

Education

Bachelor's degree in business, operations, communications, or related field

Tools

Zendesk

HubSpot

Assembled

Jira

Pendo

Zapier

Job description

Tithe.ly is seeking a Sr. Manager of Customer Operations to unite systems, processes, and strategy for the Customer Experience team.

You will lead a CX Operations & Education team, drive high-impact initiatives, and build the infrastructure supporting retention, expansion, and long-term success. You will champion scalable processes, data-driven insights, and cross-functional collaboration across product, marketing, engineering, and support.