Senior Manager, AI-Driven Customer Operations

OpenGov, Inc.; Chicago, Northern (IL, KY); Hybrid; USD 150,000 - 180,000; Full time

Benefits offered by this job

Healthcare options

401(k) with company match

Paid parental leave

Job summary

OpenGov, Inc. is seeking a Senior Manager of Customer Operations to lead the post-sales operational and analytical function, spanning Professional Services, Customer Support, and Customer Success Engineering in the Chicago area.

The role combines hands-on leadership with strategic system design, including forecasting, capacity planning, and AI-enabled workflows. You’ll partner with Finance, Go-To-Market, R&D and HR to translate targets into action.

Qualifications

• Minimum of four years in a revenue operations leadership role.
• Experience supporting a Professional Services, Support, or broader post-sales organization within a SaaS model.
• Demonstrated ownership of forecasting and financial planning against revenue, margin, and utilization targets.
• Advanced Excel/Google Sheets and BI tool experience.

Responsibilities

• Lead, coach, and develop a small team of operations contributors.
• Own the operating rhythm of the customer organization including forecasting, utilization, and backlog burn-down.
• Manage Professional Services margin through rate realization and project-level margin variance analysis.
• Lead systems strategy across PSA, CRM, and reporting tools (Rocketlane, Salesforce, Looker, TextQL).
• Design and deploy AI-enabled workflows across forecasting and reporting.

Skills

Forecasting

Analytics

Leadership

Stakeholder communication

AI tooling

Business analytics

SaaS

Education

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

Tools

Salesforce

Rocketlane

Looker

TextQL

Job description

OpenGov, Inc. is seeking a Senior Manager of Customer Operations to lead the post-sales operational and analytical function, spanning Professional Services, Customer Support, and Customer Success Engineering in the Chicago area.

The role combines hands-on leadership with strategic system design, including forecasting, capacity planning, and AI-enabled workflows. You’ll partner with Finance, Go-To-Market, R&D and HR to translate targets into action.