Senior Manager, AI-Driven Customer Operations

OpenGov Inc.; Chicago (IL); On-site; USD 150,000 - 180,000; Full time

Benefits offered by this job

Comprehensive healthcare options

401(k) with company match

Paid parental leave

Wellness stipends

Job summary

OpenGov is seeking a Senior Manager of Customer Operations to lead the post-sales technical organization, including Professional Services, Customer Support, and Customer Success Engineering. You will manage a lean team, develop business models, and drive AI-enabled forecasting, reporting, and workflow design to improve performance and outcomes.

This hands-on role collaborates with Finance, GTM Strategy, R&D and HR to translate targets into action, owning capacity planning, revenue forecasting,

Qualifications

• Requires 4+ years in a revenue operations leadership role with demonstrated upward progression
• Experience supporting Professional Services, Support, or post-sales organizations in a SaaS model
• Demonstrated ownership of forecasting, financial planning, and margin management

Responsibilities

• Lead a small team of operations contributors, setting priorities and reviewing analytics
• Act as operating partner to Professional Services and Customer Solutions leadership
• Own the operating rhythm including revenue forecasting, utilization, and backlog burn-down
• Manage Professional Services margin and partner with Finance on performance gaps
• Lead capacity planning, staffing models, and headcount planning
• Oversee systems strategy and adoption across PSA, CRM, and reporting tools
• Design AI-enabled workflows for forecasting, reporting, and knowledge management
• Define operational model for product engineering collaboration with customers
• Enhance end-to-end customer experience with self-service enablement and guided onboarding
• Maintain the metrics layer and dashboards for executive cadence
• Oversee month-end / quarter-end close in Revenue Operations
• Improve cross-functional handoffs from pre-sales to delivery to support
• Support pricing with rate cards, discounts, and margin analysis
• Lead enablement, playbooks, and process documentation

Skills

Revenue operations

Leadership

Forecasting

Data analysis

Cross-functional collaboration

AI tooling

Communication

Education

Bachelor's degree in business/finance/economics or related analytical discipline

Tools

Salesforce

Rocketlane

Looker/TextQL

Job description

OpenGov is seeking a Senior Manager of Customer Operations to lead the post-sales technical organization, including Professional Services, Customer Support, and Customer Success Engineering. You will manage a lean team, develop business models, and drive AI-enabled forecasting, reporting, and workflow design to improve performance and outcomes.

This hands-on role collaborates with Finance, GTM Strategy, R&D and HR to translate targets into action, owning capacity planning, revenue forecasting,