Sr. Manager of Customer OperationsDepartment: Customer Experience
Employment Type: Full Time
Location: Remote - USA
Reporting To: VP of Customer Experience
Compensation: $95,000 - $125,000 / year
DescriptionAs the Sr. Manager of Customer Operations, you will bring together systems, processes, reporting, and operational strategy to help our Customer Experience (CX) department operate at its best and serve churches with clarity and excellence. You will lead a team of CX Operations & Education Specialists, drive high-impact initiatives, and build the infrastructure needed to support customer retention, expansion, and long-term success. By setting clear priorities, improving workflows, optimizing technology, and turning customer insights into action, you will help churches achieve greater financial stability and serve their communities.
Primary Responsibilities of the RoleCX Operational Strategy & Process- Establish CX priorities, OKRs, and project plans, ensuring work is scoped, prioritized, assigned, and delivered on time.
- Design and continuously improve scalable CX processes that reduce friction for customers and agents, favoring simplicity over complexity.
- Balance long-term improvements with day-to-day needs, adapting priorities as needed while keeping the organization on track.
- Forecast staffing and resource needs, and lead cross-functional delivery of the CX Operations and Education roadmap.
Systems & CX Technology- Own the strategy and effectiveness of the CX technology stack, including Zendesk, HubSpot, Assembled, Simplesat, Jira, ProsperStack, Pendo, Zapier, and internal tools.
- Ensure systems, integrations, and workflows work reliably together; evaluate, implement, and drive adoption of tools that improve efficiency and customer experience.
- Build automated workflows and use AI-enabled tools to streamline agent support and eliminate manual tasks.
- Maintain customer data integrity and a reliable 360-degree customer view, representing CX in cross-functional systems and data initiatives.
- Manage CX vendor relationships, renewals, contracts, and platform capabilities.
Reporting, Insights & Voice of the Customer- Own CX reporting and forecasting across retention by segment, CSAT, NPS, CES, and service levels.
- Translate customer data into strategic insights for leadership decisions and quarterly board reporting.
- Synthesize customer feedback and partner with Product, Marketing, Engineering, and Data Science to identify and reduce product friction.
- Partner with CX senior leaders to track and report on budgets, expenditures, and financial performance.
Customer Engagement, Education & Expansion- Oversee Help Center documentation across Tithely products, AI-driven support initiatives, and in-app guidance, including Pendo resources, to improve self-service and help agents serve customers effectively.
- Lead customer and internal product education through webinars, training, and documentation.
- Coordinate cross-functional readiness for new product features and releases.
- Oversee Customer Community initiatives that engage church leaders and foster a thriving user community.
- Lead the processes, resources, and cross-functional coordination that support CX-led cross-selling and upselling to subscription customers.
Team Leadership- Lead, coach, and develop the CX Operations & Education team, establishing clear ownership, expectations, and accountability.
- Advance the CX organization's operational maturity across processes, systems, metrics, and forecasting, improving customer onboarding, retention, expansion, efficiency, and cost savings.
- Build trust and guide the team through operational improvements and new ways of working.
- Model servant leadership and foster a culture of ownership, accountability, and care for the churches we serve.
QualificationsA Successful Candidate Will:
- Communicate Effectively: Listen attentively and adapt communication to diverse audiences across all levels of the organization.
- Be Action Oriented: Step up to handle tough situations and take ownership of operational challenges through resolution.
- Plan and Align: Establish priorities and plans that align team commitments with organizational goals.
- Ensure Accountability: Hold self and others accountable through clear ownership, expectations, and follow-through.
- Optimize Work Processes: Identify effective and efficient ways to get work done, continuously improving processes and systems.
- Bring a Strategic Mindset: Anticipate future needs and translate them into practical operational strategies.
- Lead Change Effectively: Build trust, bring people along through operational improvements, and navigate organizational change with strong relationship-building skills.
- Demonstrate Digital Fluency: Understand how technology, systems, integrations, and data flows work together to support business processes.
Required Technical Qualifications:- 5+ years managing business systems, integrations, or operational technology, with an understanding of how platforms connect, exchange data, and support business processes.
- Proven ability to improve operations, set priorities, and drive cross-functional initiatives from planning through execution.
- Experience leading, coaching, and developing team members.
- Ability to travel 3-6 times per year.
Preferred Technical Qualifications:- 3+ years in SaaS customer operations, revenue operations, payments, or a related technology-driven environment.
- Project management experience through formal training, certification, or practical application.
- Bachelor's degree in business, operations, communications, or a related field.
- Experience working in or serving churches or other mission-driven organizations.
Office Requirements:- We are a fully distributed team (100% remote) with travel sometimes required a few times per year.
- A stable work environment with designated workspace and access to high-speed internet.
- US-based and legally able to work full time in the US. Sponsorships are not available at this time.
- Tithely is currently able to employ in the following states: AL, AR, AZ, CA, CO, FL, GA, IA, ID, IL, IN, KS, KY, MA, MI, MN, MT, NC, NE, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WV
Additional InformationHealth insurance, dental, vision for your family, 401K, paid time off, sick leave, parental leave, and more. We believe taking care of our team is important and want to be sure you have what you need.
