Senior Manager, AI-Driven Customer Operations

Sway; Chicago, Northern (IL, KY); Hybrid; 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

Professional development

Catered lunches

Job summary

OpenGov in Chicago, IL is seeking a Senior Manager of Customer Operations to lead the post-sales operations for Professional Services, Customer Support, and Customer Success Engineering. You will manage a small team and own business analytics, capacity planning, and systems strategy to keep the organization performing to plan.

The role emphasizes hands-on ownership, building models, driving adoption of AI-enabled workflows, and partnering with Finance, GTM, R&D, and HR to translate targets into

Qualifications

• Minimum of four years in a revenue operations leadership role.
• Experience leading individual contributors.
• Experience supporting a Professional Services, Support, or post-sales SaaS org.
• Forecasting and financial planning ownership with targets.
• Experience with services margin management and capacity modeling.
• Hands-on systems implementations in PSA, CRM, and support platforms.
• Advanced analytical capability in Excel or Google Sheets and BI tooling.
• AI-first working habits with demonstrable impact.
• Strong written and verbal communication for executive stakeholders.
• Bachelor's degree in business/finance/economics or related field.
• Salesforce experience preferred; Rocketlane a plus.

Responsibilities

• Lead, coach, and develop a small operations team and manage performance.
• Frame problems, build analyses, and drive action with measurable outcomes.
• Own the operating rhythm: forecast services revenue, utilization, backlog burn-down.
• Manage Professional Services margin with rate realization and delivery mix.
• Capacity planning and staffing models across delivery and support.
• Oversee headcount planning and time-to-productivity tracking with TA.
• Lead systems strategy for PSA, CRM, and reporting tools from requirements to adoption.
• Design AI-enabled workflows across forecasting, reporting, and knowledge management.
• Define operational model for evolving services engagement with product teams.
• Improve end-to-end customer experience and drive self-service enablement.
• Maintain metrics definitions, dashboards, and weekly/monthly/quarterly cadence.
• Lead month/quarter close activities for Revenue Operations and Finance inputs.

Skills

Revenue operations leadership

Executive stakeholder communication

Forecasting & financial planning

Analytical modeling in Excel/BI

AI-first workflow design

Education

Bachelor's degree in business/finance/economics

Tools

Salesforce

Professional Services Automation (Rocketlane)

Looker/TextQL reporting

Job description

OpenGov in Chicago, IL is seeking a Senior Manager of Customer Operations to lead the post-sales operations for Professional Services, Customer Support, and Customer Success Engineering. You will manage a small team and own business analytics, capacity planning, and systems strategy to keep the organization performing to plan.

The role emphasizes hands-on ownership, building models, driving adoption of AI-enabled workflows, and partnering with Finance, GTM, R&D, and HR to translate targets into