Senior Manager Operations

Scriptly Tech; Schaumburg (IL); Hybrid; USD 100,000 - 120,000; Full time

Benefits offered by this job

Unlimited paid time off

Health insurance

401(k) with employer match

Paid holidays

Job summary

Scriptly Tech in Schaumburg, IL is seeking a Senior Manager of Operations to lead Customer Support, Customer Success, and Infrastructure. You will own end-to-end customer delivery, define service standards, and drive operational reliability across teams.

This is a leader-of-leaders role with significant autonomy and strategic impact. The role requires 7+ years in operations with 3+ years managing people, strong cross-functional collaboration, and hands-on experience with cloud infrastructure and

Qualifications

• 7+ years in operations, customer operations, or service delivery, including 3+ years managing people.
• Experience managing managers or leading multiple functions at once.
• Strong operational instinct: measure, identify bottlenecks, fix the system.
• Technical depth to discuss cloud infrastructure and incident response.
• Experience owning customer-facing service standards under growth.
• Willingness to work a hybrid schedule with 3 days/week in Schaumburg, IL.

Responsibilities

• Lead the Post-Sale Organization: Customer Support, Customer Success, and Infrastructure.
• Set shared goals across functions to ensure smooth handoffs between teams.
• Own hiring, onboarding, staffing levels, and capacity planning based on staffing model.
• Build a culture that solves problems at the root.

Skills

Leadership

People management

Cross-functional collaboration

Operational metrics

Customer operations

Cloud infrastructure knowledge

Incident response

Communication

Tools

AWS

Monitoring tools

Ticketing systems

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Senior Manager Operations

Tech Schaumburg, IL, US

2 days ago Requisition ID: 1030

Salary Range: $100,000.00 To $120,000.00 Annually

About the Role

We are looking for a Senior Manager, Operations to lead the teams responsible for everything that happens after a customer signs. Customer Support, Customer Success, and Infrastructure all report into this role. Delivery, customer experience, platform reliability, and the daily health of the operation are yours to own.

This is a leader-of-leaders position. You will be accountable not only for how each team performs but for how the three work together, because most of what frustrates a customer happens in the space between functions rather than inside one. When a customer has a bad week, you are the person who understands why and fixes the system that allowed it.

The role calls for strong judgment, a bias toward action, and the willingness to go deep on details when the situation warrants. You will operate with significant autonomy and be trusted to carry problems to resolution without close oversight.

What You’ll Do

Lead the Post-Sale Organization

Lead, coach, and develop the leaders of Customer Support, Customer Success, and Infrastructure, holding each accountable for clear outcomes.

Set shared goals across the three functions so handoffs between implementation, support, and engineering are smooth rather than adversarial.

Own hiring, onboarding, staffing levels, and capacity planning for your organization, working from the company staffing model and adjusting as customer growth changes the picture.

Build a culture where teams solve problems at the root instead of escalating them upward.

Own Customer Delivery and Experience

Own the end-to-end customer journey from go-live through renewal, including implementation timelines, adoption, satisfaction, and retention.

Establish and hold service standards across support response, escalation, and communication.

Personally engage on major escalations and strategic accounts, including enterprise and manufacturer partner engagements with contractual delivery commitments.

Ensure the commitments made in contracts and work orders are actually staffed, tracked, and met.

Own Infrastructure and Operational Reliability

Oversee the infrastructure function, including platform availability, performance, monitoring, capacity, and cost.

Own the operational side of incident management: on-call structure, response process, customer communication, and postmortems that lead to real change.

Partner with Engineering on release readiness, environment management, and the operational impact of what ships.

Maintain operational readiness for security, HIPAA, and customer audit and diligence requests.

Build the Operating System of the Company

Define the metrics that matter across your organization and build the reporting cadence that keeps everyone honest about them.

Run the operating rhythm: weekly reviews, quarterly planning, and cross-functional coordination with Product, Engineering, and go to market.

Identify where manual effort, tooling gaps, or unclear ownership are costing the company time, and fix them.

Represent Operations in leadership discussions on budget, headcount, pricing impact, and strategic direction.

Other Duties Assigned

Performs related duties in support of department goals

Assists with special projects and initiatives as needed

Supports team members and cross-functional tasks during peak periods

Other related duties as required to meet operational objectives

What You Bring

Required Qualifications

7+ years of experience in operations, customer operations, service delivery, or technical account leadership, including 3+ years managing people.

Experience managing managers or leading multiple functions at once.

A strong operational instinct: you measure things, you find the bottleneck, and you fix the system rather than the symptom.

Enough technical depth to hold credible conversations about cloud infrastructure, uptime, integrations, and incident response, and to know when an answer does not add up.

Experience owning customer-facing service standards and improving them under growth pressure.

Clear, direct communication with executives, employees, and customers alike.

Comfort working a hybrid schedule with three days per week in our Schaumburg, IL office.

Preferred Qualifications

Experience at a B2B SaaS company, ideally in healthcare, pharmacy, or another regulated environment.

Familiarity with HIPAA, PHI handling, SOC 2, or similar compliance frameworks.

Experience with AWS or comparable cloud environments and with modern monitoring and ticketing tooling.

Background scaling an operations organization through rapid customer growth.

What Success Looks Like First 6 to 12 Months

Support, Success, and Infrastructure operate as one coordinated organization with shared goals and clean handoffs.

Leadership has a reliable weekly picture of operational health: tickets, escalations, implementations, uptime, and staffing.

Customer satisfaction and retention are stable or improving even as the customer base grows.

Escalations are resolved at the right level, and repeat issues decline because root causes are actually addressed.

Your organization runs on documented process and clear ownership rather than individual heroics.

Location: Schaumburg, Illinois with hybrid opportunity of 2 days once approved.

Pay Range:$100,000 to $120,000 annually

Final compensation will be based on factors such as experience, skills, and qualifications.

We offer a benefits package that includes:

• Paid leave: Unlimited paid time off per year, which may be used for any reason, in accordance with Illinois and local paid leave laws
• Health insurance: Medical, dental, and vision coverage
• Retirement: 401(k) with an employer match
• Paid holidays: 6 company-paid holidays per year