Everpure - Manager, Commercial Operations & Governance
Requirements
• People & Program Leadership: Proven ability to manage, coach, and scale analytical professionals while successfully steering cross-functional transformation initiatives. • People & Program Leadership: • Subscription Services Ecosystems: Strong understanding of subscription services and recurring revenue models, including operational lifecycle management across CapEx and subscription workflows. • Subscription Services Ecosystems: • Strategic Governance & Analytical Frameworks: Deep expertise in operational process design, data governance, and lifecycle management within enterprise ecosystems like ServiceNow and Tableau. • Strategic Governance & Analytical Frameworks: • Strategic Planning & CSAT Transformation: Strong capability to design end-to-end strategic planning frameworks and operational governance models that restructure, mature, and elevate CSAT tracking and performance methodologies across both product and subscription ecosystems. • Strategic Planning & CSAT Transformation: • Executive Communication & Influence: Strong capability to synthesize data trends and risk profiles into compelling presentations and frameworks for senior leadership and multi-disciplinary stakeholders. • Executive Communication & Influence: • WHAT YOU CAN EXPECT FROM US: • Innovation: We celebrate those who think critically, like a challenge, and aspire to be trailblazers. • Innovation • Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been named Fortune's Best Workplaces in Technology™, Fortune's Best Workplaces in the Bay Area™, and certified as a Great Place to Work®! • Growth • Team: We build each other up and set aside ego for the greater good. • And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events. Check out http://benefits.everpuredata.com/ for more information. • ACCOMMODATIONS AND ACCESSIBILITY: • Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at [email protected] if you’re invited to an interview. • OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM: • We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership.
Responsibilities
• Drive the CSAT Transformation Initiative: Own the design, milestones, and execution of the CSAT governance framework across CapEx and subscription workflows to ensure process integrity and mitigate operational risk. • Drive the CSAT Transformation Initiative: • Deliver Executive Visibility: Architect and oversee the delivery of weekly leadership reporting and real-time dashboards in Tableau and ServiceNow, translating complex customer data into actionable trend recommendations for senior stakeholders. • Deliver Executive Visibility: • Lead and Scale Team Capabilities: Directly manage and coach a dedicated team of CSAT COE Analysts, defining clear roles, performance priorities, and professional growth pathways aligned with company objectives. • Lead and Scale Team Capabilities: • Orchestrate Cross-Functional Resolutions: Foster strategic alignments with Legal, Finance, and Business Intelligence to enforce documentation standards, complete system audits, and successfully operationalize complex customer resolutions. • Orchestrate Cross-Functional Resolutions:
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