Manager, Customer Service Operations

Job Description

We're looking for a Manager of Customer Service Operations to own the operational backbone of our global Go-to-Market engine. You'll sit at the intersection of Sales, Finance, Legal, and Customer Success — making deals close faster, customer onboarding smoother, and revenue flow cleaner. This is an opportunity to make operational excellence a genuine competitive advantage for a fast-scaling, global software company.

Key Responsibilities:

• Own the integrity of the company's bookings process end-to-end, enforcing the controls that protect revenue accuracy and support audit readiness.
• Drive accurate, timely billing across License, Subscription, and Professional Services contracts, reducing errors and accelerating cash collection.
• Champion the end-to-end Quote-to-Cash process and track KPIs (SLAs, backlog, billing accuracy, cycle times), eliminating friction across CRM, CPQ, and ERP systems and translating performance data into decisions.
• Manage the customer lifecycle from signature to separation — coordinating onboarding (license provisioning, welcome workflows, SLA tracking) and offboarding (contract termination, license revocation, final billing).
• Own license operations across customer provisioning, demo environments, and partner enablement, and partner with Sales and Customer Success on renewal quote production so no renewal falls through the cracks.
• Manage channel order processing and partner license fulfillment for the reseller and distributor ecosystem.
• Serve as the operational backbone for Sales, CS, and Finance — triaging and resolving support requests against SLAs that mean something, while providing sound judgment on non-standard terms, pricing exceptions, and commercial edge cases.
• Act as the senior point of escalation for billing disputes, provisioning failures, and partner issues, and support the design and delivery of training programs that scale with the business.
• Manage and develop a team of 2 operations professionals across global markets, coaching and building a team people are proud to be part of.
• Lead cross-functional improvement initiatives with Transformation, IT, RevOps, and Finance to drive automation, and champion data integrity and audit/internal control documentation across operational workflows.