About this role
As 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.
- CX 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.